Care Coordination Program Manager

Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at over 143,000 office visits in 21 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For 53 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a diverse and motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

Job purpose

The Care Coordination Program Manager is responsible for the day-to-day oversight of the Care Coordination Program including managing human resources duties for care coordinator direct reports, as well as the managing the daily triage schedule, template utilization, and workflow adherence. 

Duties and responsibilities

Reporting to the Director of Programs, the Care Coordination Program Manager is accountable for program development and implementation, and will train, coach, and manage a growing staff.  This position will carry a reduced caseload to provide support to the team, as well as maintain competencies with patient facing work.  The Care Coordination Program Manager will support Fair Haven’s mission to improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.

Primary responsibilities include but are not limited to:

• Monitor staff schedules to ensure optimal utilization, manage and adjust triage schedules as needed, assign referrals in Epic, and manage the Care Coordination Support Pool. 
• Run monthly performance reports in Epic to ensure workflow optimization and adherence to program policies;
• Monitor workflows and look for ways to improve efficiency, ensuring optimal patient touches. 
• Be available for questions from direct reports, as well as other staff that pertain to care coordination duties and responsibilities. 
• Assist the Director of Programs with the growth and development of Care Coordination Services as the landscape of healthcare changes, with an emphasis on the organization’s strategic goals and how Care Coordination can support those goals.
• Maintain consistent communication with FHCHC and external service providers to raise awareness of care coordination and patient support services and to ensure the quality delivery of these services.
• Conduct monthly chart reviews to ensure that designated direct reports are delivering and documenting services in a manner consistent with agency and program policies and procedure.  Including adherence to Epic workflows and documentation standards, as well as ensuring HIPAA compliance.
• Review and assign referrals based on caseload, monitors the Care Coordination Support Pool in Epic and assigns tasks accordingly.
• Act as organizational liaison for MTM, HUSKY’s Non-Emergency Medical Transportation Provider.
• Lead case review discussions, fosters an environment of learning by mentoring care coordination staff, and sharing knowledge of care coordination practices and community-based organizations.
• Conducts social determinant of health assessments through in-person and telephonic visits and delivers patient-centered care to address barriers to care; links clients to appropriate services; ensures follow-up and makes reminder phone calls. 

Qualifications

• Bachelor’s degree and previous management experience (2 years) working with underserved patients required.
• The selected candidate will share a dedication to FHCHC’s mission to provide quality health care to all, regardless of ability to pay and be highly organized with an attention to detail and the ability to multi task. Fluency is Spanish is preferred.

Direct Reports

Care Coordinators (Including Healthy Start Care Coordinator)

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.