Coastal Health & Wellness is seeking a Special Programs Manager!

The Special Programs Manager is responsible for developing, implementing, and managing processes and procedures for CHW Special Programs. This position will serve as lead for CHW Special Programs to ensure effective & successful patient experiences and to improve patient satisfaction and outcomes in support of the program. They will act as an advocate for the individual’s healthcare needs and coordinate care to minimize the fragmentation of healthcare delivery systems. They will also serve as a liaison between the patient, health care team, and external stakeholders.

We can offer you:

• Excellent Benefits; including an Amazing retirement package, Paid Time Off plans, Affordable Medical Insurance, FREE Life Insurance, FREE Long-Term Disability, FREE Parking and much more!
• Team Oriented Environment
• Salary Rate: Based on experience

We want you to join our team of professionals! If you meet the criteria listed below, please apply.

Required:

• Bachelor’s degree in business, management or related field preferred.
• Graduation from an accredited high school or equivalent
• 3 years of progressively responsible healthcare management experience.
• Strong written and verbal communication skills with patients, physicians, and other stakeholders
• Demonstrated ability to assess and respond to patient and family needs in a timely manner
• General knowledge of care management practices, including familiarity with relevant products and services
• Bilingual in Spanish preferred
• Experience in establishing professional and collaborative relationships with patients, doctors, and insurance providers
• Ability to communicate effectively with a variety of people.
• Able to work effectively in an electronic medical record, experience with NextGen is a plus.
• Proficiency in MS Word, Excel, and Outlook Express, as well as data entry.
• Ability to comply with regulations and communicate official information in an appropriate manner.
• Advanced ability to coordinate efforts, facilitate intervention, and maintain records.
• Excellent interpersonal skills to assist distressed individuals from different cultural backgrounds.
• Ability for spur of the moment transportation without relying on organization vehicles.
• Must possess or ability to readily obtain a valid driver’s license issued by the State of Texas for the type of vehicle or equipment operated.
• Department of Motor Vehicle check may be required, if applicable
• Must be in compliance with GCHD Immunizations policy.
• Must be in compliance with ICS training requirements.
• Must pass criminal background check and drug/alcohol screening.

An equivalent combination of education and work experience which appropriately demonstrates the knowledge, skills and abilities to perform the above described essential functions will be considered when hiring for this role.

Traditional Duties:

• Understand the patient’s journey and which aspects of the patient experience drive satisfaction, as well as dissatisfaction.
• In collaboration with the Executive Team, lead the effort to develop clear standards and expectations regarding patient experience while being attentive to the individual culture of CHW.
• Serve as patient liaison throughout the entire process of CHW special programs.
• Oversight and support of programs including but not limited to the Galveston County Employee Program, Home Based Care Program, and School Based Health Centers and have working knowledge of all components of the programs.
• Understand, analyze, and communicate patient experience survey data - identifying trends, areas for improvement, and learn about and share best practices for optimal outcomes.
• Communicate with all stakeholders about specific feedback (compliments/complaints/changes in site metrics), developing solutions and resolving issues.
• Meet with appropriate staff regularly at huddles/meetings keeping all updated on pertinent topics.
• Meet with stakeholders regularly to address any issues or concerns related to the programs.
• Update Chief Operating Officer and Chief Medical Director regularly for input and feedback. Report out at QAPI and Operations meetings as appropriate.
• Identify key drivers of performance change including strategies for communication, teamwork, and safety.
• Work with stakeholders on developing doable, sustainable, and measurable strategies for improvement.
• Lead or assist with the resolution of grievances or concerns that are raised by patients.
• Strategize and implement a course of action based on patient feedback- evaluate and follow up.
• Provide patient experience survey data summary reports to clinicians and sites as well as interpretation and best practices.
• Communicate directly with patients via phone and in writing to understand and resolve patient complaints and issues.
• Maintain documentation log of patient interactions/compliments/complaints, the action taken and final resolution of the issue.
• Observe staff in actual patient interactions - assess best practices for communication. Provide constructive feedback to administrative leads.
• Work with sites on developing doable, sustainable, and measurable strategies for improvement.

• Perform other duties as assigned by management.

No Phone Calls Please

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Our Mission: Protecting and Promoting the One Health of Galveston County