CLINICAL SERVICE DIRECTOR - NYC

Job Purpose

The Clinical Service Director (CSD), under the direction of the Regional Executive Director supervises all the day to day operations of the Interdisciplinary teams and participant outcomes. As such, the CSD serves as the Director of Patients Services (DPS) for the LHCSA along with coordination of the multi-disciplinary integrated care in the community, Day Health Center, Diagnostic & Treatment Center and throughout the continuum of care. Coordinates with all Managers to ensure all metrics logs are complete and provides support and assistance as required.
Role Supervises (Title(s))
IDT Manager, Site Community Manager and DTC RN

Responsibilities

Direct Accountability

IDT

• Takes initiative, is resourceful, proactive, creative, innovative and independent.
• Oversees, coordinates, and provides support to site based Managers and clinical staff; inclusive of but not limited to the DTC and GCC, rehab department, nutritional services, social workers and home services management.
• Balances & allocates IDT and related resources throughout the site and ensures adequate team assignments and coverage.
• Reviews and ensures effective development and execution of personalized care plans that result in improved satisfaction & outcomes for all participants.
• Provides oversight of the provision of services that impact participants’ care.
• Implement in-service training and management directives to support the development and advancement of team members.
• Collects data for operational metrics geared towards ensuring participants are treated in the right venue at the right time and at the right cost at the highest levels of quality.
• Participates in all quality assurance and regulatory compliance activities to ensure appropriate regulatory certifications.
• Serves as LHCSA DPS and Nursing Director for D&TC.

Supervises DTC RN

• Serves as administrative on call during non-operational hours of the physical sites.
• Implement in-service training and management directives to support the development and advancement of team members.
• Collaborates with departments within the clinical development pillar (medical board, research & innovation, clinical standards and processes) to establish new & improved care delivery processes and treatment protocols.
• Enrolls/dis-enrolls participants in the HCS System as applicable.
• Monitor and eliminate voluntary dis-enrollments.

Quality

• Ensure all perspective dis-enrollments are managed and interventions created when applicable and are established to prevent participant from dis-enrolling.
• Ensures all documentation for all participants are complete, and accurate, including and not limited to enrollment, dis-enrollment, electronic/paper medical record, and any other clinical documentation.
• Ensures all incidents are investigated and address accordingly. Ensure Level 2 investigation is completed in a timely manner according to regulation.
• Investigates and assists in documenting and resolving customer issues and grievances in a timely, accurate, and courteous manner. This includes working with the other departments to resolve the source of the problem(s).
• Review participant’s charts for quality and address any deficiencies.
• Participate in special projects and assignment as required.

Indirect Accountability

• Accountability – Affects Decisions of Others
• Type of AC
• To/From
• Whom
• Completion of MPA tracker
• Collaboration
• SCM to MPA

Stewardship

• Economics
• Ensure avoidable hospitalizations are intercepted and avoided.
• All SNF Acute/Short term admissions are closely monitor for justification and task specific goals established to safely discharge participant home.
• Identify ways to utilize PACE resources and services to improve participant outcomes and satisfaction.

Section 5 – Corporate Standards

• Performance Standards
• Performs consistent with organization’s mission and philosophy.
• Performs job responsibilities according to organization’s policies. Seeks clarification when needed.
• Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. Maintains proper documentation (updated, timely, legible) related to patient care, whether paper or electronic.
• Maintains HIPAA standards and confidentiality of PHI.
• Supports staff, student, and volunteer orientation and ongoing in-service education as requested.
• Supports organizational activities by participating in quality improvement activities, special projects, internal and/or external committees, community activities and other duties as assigned.
• Serves as role model for peers and colleagues.
• Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
• Treats other CenterLight employees respectfully and facilitates an environment of teamwork. Initiates, if appropriate, incident reporting process, and participates in incident investigation and reporting as applicable.
• Performs general office duties in connection with job responsibilities, including but not limited to photocopies, faxing, typing, filing, and phone calls.

Service Standards

• Makes the needs of participants their central focus, and finds innovative ways to provide an exceptional experience.
• Develops and maintains positive “customer” relationships (“customer” is defined as co-workers, participants, visitors, vendors, supervisors).
• Communicates with customers in a caring, helpful, considerate and culturally sensitive manner.
• Demonstrates a thorough understanding of customer needs and wants and attempts to anticipate and meet customer needs.
• Suggests and implements customer-centered service improvements.
• Encourages customers to engage with CenterLight employees and CenterLight activities.
• Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. Immediately reports customer dissatisfaction to IDT for follow-up.

Managerial Standards

• Ensures that direct reports conduct their duties according to applicable rules and regulations as well as organization’s policies and procedures.
• Evaluates the work performance and competency of direct reports. This includes ongoing informal feedback/counseling/support and completion of annual performance reviews.
• Holds staff accountable for their individual performance.
• Follows organization’s policies regarding disciplinary action. Engages Human Resources as needed for guidance on disciplinary actions and terminations.
• Develops individual professional development plans with direct reports, including the identification of in-service training needs and interests.
• Investigates and resolves employee grievances and complaints. Engages with Human Resources as appropriate. Participates in annual budgeting process for department; manages departmental budget; approves departmental expenditures.

Metrics

• Metric
• Target
• Hospital admissions
• NH admissions
• Enrollment and Dis-enrollment
• DHC and PCW weekly updates
• Utilization of DME and Aide services
• All regulatory CAP logs

Qualifications

• Education: Degree from an NLN accredited school of nursing required, BSN preferred
• Successful completion of an accredited Nursing Program required. Baccalaureate degree highly preferred.
• Completed NYSED approved infection control coursework. A minimum of 8.0 education contact hours that may include contact hours of mandatory training requirements such as infection control coursework.
• Experience: Minimum of one (1) year general clinical experience in a certified home health agency (CHHA), acute care, medical surgical, and/ or critical care, Nursing Home experience required.
• Clinical experience must be within one (1) year from date of hire or transfer required.
• Customer Service experience required.
• Minimum of one (1) year experience working with the elderly.
• Demonstrate proficient typewriting skills. Typewriting test must be take it with a minimum of 40 – 45 words per minute preferably, and over 90% of accuracy.
• Supervisory experience preferred

• License Registration: Current active and unrestricted license and registration in New York State required as a Registered Nurse.
• Language: Bilingual Preferred
• Physical: Works inside at office locations and outside in varied weather conditions in all areas of the community, using private or public means of transportation. Must be able to walk to patients homes as well as upstairs (if no elevator) to their individual unit.
• Ability to sit/ stand for extended periods of time
• Ability to ascend/descend stairs (not sure if I can use this due to ADA, but elevators don’t usually work or are not available in home visits).
• Possess and maintain good physical stamina and mental health, including satisfactory health clearance as required by NYS regulations and Agency policy.
• Able to physically perform job duties, completed pre-employment and annual physical Potential exposure to health hazards.

• Other: Current Driver’s License, required insurance and car available for work as required.
• Good organizational, observation, communication and judgment skills Is self-directed with ability to work with or without supervision.
• Available to travel a minimum of 75% of business time to Participant’s Homes within the New York metro area.
• Demonstrated ability to establish good rapport with participants and peers is essential. Tactful and courteous.
• Pleasant telephone manner.
• Must be able to work weekends.
• Excellent written and verbal communication.
• Professional attitude.
• Proficient in use of a computer for email, word processing, research, and maintenance of Participant records.