Manager, Clinical Support

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9 days old

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The range for this role is $71,000 - $97,000

Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education. This role includes opportunity to receive an annual bonus target of 10% of annual eligible earnings. Actual bonus amounts are determined by length of time in role, individual performance, and organizational performance.

Interested candidates must be willing and able to work onsite full-time in either our Melbourne, FL or Orlando, FL office.  

The Mission

At Christian Care Ministry we believe that Christians can, and should, share in one another’s burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief.

The Team

Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God to the best of our ability.

The Job

The Manager, Clinical Support oversees and develops staff to ensure individual and team performance and quality of work aligns to organizational objectives and the strategic direction of the department. This role will collaborate with department and multi-disciplinary clinical teams to facilitate positive member outcomes. The role will support implementation of strategies to achieve and maintain optimal wellness and will identify and support resolution of operational and technical challenges in the department. 

 

Essential Job Duties & Responsibilities

  • Provides leadership and guidance to the team in the area of Workforce Management
    • Ensures staff are educated on their individual and team roles and responsibilities to carry out the ministry’s goals and objectives
    • Daily evaluates and assigns the inflowing work to the team members
    • Manages within our Human Resource Information System (ADP) time-off requests from team members
    • Reports to their immediate direct reporting manager, any and all impediments to a team members' ability to work
    • Reports to their immediate direct reporting manager, regular performance feedback of each team member
  • Provides leadership and guidance to the team in the area of Quality Management
    • Ensures new-hire training and education on the Medi-Share Program Guidelines relative to health care, nursing, rehabilitative, and spiritual services to support the education of members
    • Identifies opportunities for process-improvement within the team
    • Performs audits to ensure that work follows proper process and documentation to meet quality and service-level agreements
    • Ensures each team member remains up-to-date regarding knowledge and skills required for their position
    • Ensures each team member is cross-trained to work within the Care Management Department
  • Provides leadership and guidance to the team in the area of Performance Management
    • Performs regular 1:1 meetings with each team member to give and receive regular performance feedback
    • Develops and ensures accountability of performance goals, for their immediate direct reports and teams
    • Develops performance metrics, for their immediate direct reports and teams
    • Assesses performance goals and metrics against established benchmarks to assure direct reports and teams achieve business expectations
    • Identifies staff and team members whose performance falls below expected goals and when appropriate, develops a plan of action in cooperation with the staff member to remediate
    • Performs professional and performance coaching
    • Develops and executes corrective action
  • Provides oversight of the team’s higher complexity cases
  • Develops and maintains the workflows, policies, and procedures that govern and guide staff activities
  • Collaborates with interdepartmental and interdisciplinary teams to achieve improved member outcomes
  • Manages conflicts and escalations, high profile cases, and ensures proper notification of high dollar cases
  • Assists senior leadership in the screening and hiring process for team members
  • Ensures professional communication and collaboration within the team
  • Identifies for design and ensures execution of key team processes that foster interdepartmental and interdisciplinary collaboration for improved member outcomes
  • Provides input to senior leadership to maintain vendor relationships, process improvement, and system integration
  • Contributes to the exercise and expression of Christian Care Ministry’s Christian beliefs
  • All other duties as assigned

Essential Skills & Abilities

  • Effective communication skill – able to motivate others to action and convey complex messages with simplicity in written and verbal form
  • Leadership – proven ability to lead collaborative and high-performing teams effectively
  • Operational skill – proven ability to provide operations support and direction to improve health outcomes for patients or members in areas of care, case, utilization, review, or general clinical management functions
  • Expert knowledge of HIPPA, PHI, and PII rules and regulations
  • Ability to work independently to meet deadlines and deliver high quality recommendations and work products
  • Ability to navigate, lead, and implement change with direct reports, teams, peers, and leaders within the organization
  • Ability to serve as a player/coach – leading and coaching others effectively while performing duties of the team and ensuring high levels of service to members is accomplished
  • Training skill – ability to teach and develop new skills and ability in others
  • Computer skill – ability to effectively navigate multiple software applications to document notes, track case load, extract reports, and interpret data

Core Competencies/Demonstrable Behaviors

  • Ensure Accountability – hold self and others accountable to meet commitments
  • Collaborates – builds partnerships and works collaboratively with others to meet shared objectives
  • Communicates Effectively – develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Directs Work – provides direction, delegates, and removed obstacles to get work done
  • Courage – steps up to address difficult issues, says what needs to be said with respect and authority

Education and/or Experience

  • Bachelor’s degree in a healthcare or other related field, OR equivalent combination of education and experience required
  • 5 years’ experience in operations (health care industry, call center, or clinical health coaching) required; preferably in a healthcare payer organization
  • Prior experience in a leadership role managing or coaching teams required
  • Prefer health care payer, operations, and change management expertise

Supervisory Responsibilities

  • This job has supervisory responsibilities.

Incentives & Benefits

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

For full-time employees working 30 hours or more, some of our benefits include, but are not limited to:

  • 100% paid Medical for employees/99% for family
  • Generous employer Health Savings Account (HSA) contributions
  • Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
  • 6 weeks of paid parental leave (for both mom and dad)
  • Dental - two plans to choose from
  • Vision
  • Short-term Disability
  • Accident, Critical Illness, Hospital Indemnity
  • 401(k) – up to 4% match on ROTH or Traditional contributions
  • Generous paid-time off and 11 paid holidays
  • Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo 
  • Employee Assistance Program including no cost, in-person mental health visits and employee discounts
  • Monetary Anniversary Awards Program
  • Monetary Birthday Awards
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