Care Management Clinician Team Lead

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PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Accountable for the effective management of the Clinical Care Managers for all lines or assigned lines of business. Responsible for hiring, training, coaching, counseling, and evaluating team member performance. May be called upon to perform routine day-to-day program functions. Actively participate in program development and implementation. Supervise and provide guidance to direct reports and other department staff regarding company policies, procedures, and operations. Manage the quality and productivity of team tasks and workflow as they relate to both assigned functions and the overall effectiveness of the Health Services team. Work to resolve issues and improve processes and outcomes.

Essential Responsibilities:

• Take a leadership role in the development, implementation, and ongoing operation and maintenance of assigned programs, services, or functions.
• Improve the performance of the department through effective oversight and coaching of team members, managing team performance and improving processes and outcomes. Monitor daily workflow and caseloads and other work processes of team to assure appropriate distribution and processing of tasks.
• Responsible for the orientation and training of new hires.
• Provide ongoing supervision, training, evaluation, and leadership to assigned team members. This may include annual reviews, involvement in promotions and/or terminations of employees.
• Participate in hiring decisions in concert with Director and/or Health Services Manager and Human Resources.
• Monitor, evaluate and take action on team assignments relating to volume, timelines, accuracy, customer service, and other quality and performance measures as appropriate.
• Assist with process improvement and work with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards to monitor key performance indicators and identify improvement opportunities.
• Serve as liaison with other PacificSource departments or community partners to coordinate optimal provision of service and information. Serve on various internal and external committees as required or designated. Document and report any pertinent communications back to the team or department.
• Utilize and promote use of evidence-based tools.
• Maintain modified caseload consistent with assigned responsibilities.
• Facilitate investigation and resolution of process-related issues as needed. Facilitate conflict resolution, including interfacing with affected departments and individuals, as appropriate.
• Oversee and assist in providing exceptional service and information to members, providers, employers, agents, and other external and internal customers.
• Practices and models effective communication skills; both written and verbal.
• Provide backup to other departmental teams or management staff, as needed.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Relate new or revised policies, procedures and/or processes to team members to ensure they have the most up-to-date and current information.
• Facilitate team operations by discussions through the sharing of information and knowledge, identification of teamwork issues, development of problem-solving recommendations, and recommendations of standardizing Health Services operations.
• Represent the Heath Services Department, both internally and externally, as requested by Health Services Manager and/or Director.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: A minimum of five years clinical experience, including case management experience required. Minimum of three years direct health plan experience in the following areas: case management, utilization management, behavioral health, and/or disease/condition management strongly preferred. Prior supervisory experience preferred.

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