Community First Programs Team Manager

About The Coordinating Center

At The Coordinating Center, we aim to dismantle inequalities within our policies, systems, programs, and services by embracing CARE - Culture, Access, Respect and Equity and leading with appreciation, acceptance, and compassion. It's what makes us exceptional in achieving our mission and drives us to deliver culturally competent and effective care coordination services.

All employees of The Coordinating Center are expected to adhere to and uphold all applicable federal, state, and local laws and regulations, as well as industry-specific licensure and compliance standards. The Coordinating Center is committed to maintaining a workplace that operates in full compliance with legal and ethical standards, and all company policies are designed to reflect this commitment.

Role Overview

The Community First Programs Team Manager supervises a team of Supports Planners providing services to individuals in the Community First Programs (CFP) Division. The Team Manager carries a small caseload and supports the mission of The Coordinating Center by providing person-centered service coordination within the parameters of the CFP contracts. Team Managers are responsible for monitoring compliance with specific contract requirements, maintaining data and providing technical and analytical support in contract planning, data extraction, report writing and maintenance of all documentation. This position works interdependently with The Center's service coordination management team to maximize quality outcomes for individuals receiving CFP services. The CFP Director or Program Manager directly supports the CFP Team Manager position by providing informal and formal performance feedback.

Essential Responsibilities

• Assumes day-to-day coordination of the CFP Program functions and provides direct supervision to team members.
• Serves as a resource to staff for problem solving regarding client issues, contract requirements, policies, and procedures, DME/DMS, eligibility; advises, supports, and takes appropriate action.
• Coordinates and manages external and internal communications and resources to maintain quality service delivery.
• Facilitates effective teamwork and maintains an efficient and respectful work environment.
• Conducts regularly scheduled team meetings.
• Act as first point of contact with Supports Planners and Maryland Department of Health regarding problems concerning care management issues, contract requirements, policies and procedures and other issues.
• Fields questions to Program Manager and Program Director as appropriate.
• Monitors the work and documentation of Supports Planners to ensure that clients are receiving quality care management.
• Supports change in response to the program's commitment to continuous improvement.
• Assists Program Manager and Program Director with the development of policies, procedures, processes, and day-to-day operations as appropriate.
• Facilitates change management through communication and assisting the Program Manager and Program Director with ensuring the policies, procedures and processes are up to date and accurate.
• Provides regular individual and group supervision, ensures timely completion of all performance evaluations, coaching and counseling sessions, and journal entries.
• Troubleshoots staffing issues with the Program Manager and Program Director and takes appropriate action.
• Assure that clients assigned to team have an assigned Supports Planner and have a point of contact when the SP is not available, ensuring the team is appropriately covered.
• Maintains a small client load and delivers supports planning services per The Center's protocols adhering to the contract requirements.
• Attend meetings, as appropriate, in Program Manager or Program Director's absence.
• Communicates with other Team Managers to provide consistency across teams and programs.
• Interviews prospective staff and provides ongoing training and precepting to orient, educate, and train/retrain Supports Planners on CFP concepts, service delivery and contract specific processes, tools, and procedures.
• Performs daily review of own work as well as that of coworkers assigned to team to ensure billing and contract compliance, provides feedback regarding the completeness, timeliness, and quality of documentation, completes related documentation timely.
• Alerts Program Manager and Program Director to any compliance related concerns.
• Continually assesses the resources, learning opportunities, and training needed by staff.
• Communicates those needs to the Program Director for discussion and implementation of the course of action.
• Manages multiple priorities and tasks with flexibility to enhance service coordination.
• Maintain reports as contracts require ensuring accuracy and following up with Supports Planners as needed.
• Assist with periodic contract audits.
• Collaborate with Human Resources (HR), Program Manager and Program Director to promote compliance with HR policies.
• Leads by example and implements The Center's mission/values within the department.

Qualifications

• BA or BS from four-year college or university in Psychology, Social Work, Nursing, Counseling, Human Services, or a related field with work pertaining to adults with chronic conditions and disabilities.
• Minimum three years of supports planning experience with medically complex individuals.
• Experience with all Supports Planning programs including Community Personal Assistance Services, Community Options Waiver, Community First Choice, and Increased Community Services.
• Excellent written and verbal communication skills.
• Supervisory experience preferred.
• Computer skills including Word, Excel, and PowerPoint.
• Creative problem solving and flexibility.
• Training and mentoring experience.
• Ability to manage complicated work processes and multi-task.
• Ability to communicate effectively with individuals with varied cognitive abilities and medical needs to establish professional relationships.

In addition to the above qualifications, a successful coworker is expected to consistently demonstrate:

• A positive working attitude that supports the needs of their assigned team.
• A commitment to continuous improvement while working with coworkers in a team-oriented collaborative governance model.
• The ability to be supportive of the mission and values of The Coordinating Center with a commitment to a person-centered, family-centered, and culturally competent philosophical base.
• The ability to practice excellent organizational skills.
• The ability to adapt to the changing healthcare environment, continuously changing workload/client assignments.

Work Environment

This position operates in the Millersville, MD office or a HIPPA compliant remote work environment, which routinely uses standard office equipment such as computers, phones, and printers/scanners. This position is eligible for remote working; however, each coworker must be able to establish a designated office space for work that meets all HIPPA requirements. This position must have high speed Internet connection and familiarity with Microsoft Office Suite (i.e., Word, Excel, Access, and Outlook), databases, and using tools to communicate remotely.

Physical Requirements

The physical demands described here are a representation of those that must be met by a coworker to successfully perform the essential functions of this job. While performing the duties of this job, the coworker is regularly required to do the following:

• Must be able to remain in a stationary position (50% or more) of the time.
• Must be able to operate a computer and other office equipment, such as a scanner, copy machine, telephone, and printer.
• Must be able to frequently communicate by telephone and exchange accurate information.
• Must have reliable transportation and proof of automobile insurance, if required to travel for position.
• Must be able to occasionally move about the inside of the office, as needed, to access printers, faxes, supplies, and escort guests.
• Must be able to visit clients in the following community settings: single family homes, apartments, assisted living facilities, and nursing facilities, if required by position.

The Center complies with the American Disabilities Act and will make reasonable workplace accommodations to meet the specific needs of a Coworker.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the coworker for this position. Duties, responsibilities, and activities may change at any time.