Manager, Acute Complex Care

Manager, Acute Complex Care

We're unique. You should be, too. We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Manager, Acute Complex Care is a regional leadership position, accountable for the direction, leadership and support of our Acute Care Team, Acute Care Supervisors, and Acute Care Managers in delivering the day-to-day programmatic acute care strategy. The incumbent will be responsible for clinical oversight of our care coordination efforts across the continuum of care, ensuring that our patients receive and experience the highest quality of care in acute and post-acute facilities, leveraging all available resources, in line with the ChenMed model and acute standards of care.

The success of this role is determined by their team's management of hospitalized patients to ensure they receive safe and timely discharge to the lowest level of care. The Manager, Acute Complex Care will report to and collaborate closely with Acute and Post-Acute Care leadership to ensure that the clinical needs of our patients are met in all facility-based healthcare environments (acute care) with high quality care and proper utilization of healthcare resource.

This role will collaborate closely with facility-based healthcare providers (acute care providers, case, and utilization management departments), local payor partners and our PCP-led care teams to ensure the patient's progression through the continuum of care is effective, efficient, equitable, safe and achieves the desired clinical outcomes with effective resource utilization. This position is also responsible for any delegations of case and disease management from one or more health plans. In this capacity, they are responsible for maintaining a program that is consistent with National Clinical Quality Association standards and passes regular Medicare and health plan audits.

Essential Job Duties / Responsibilities :

• Manages a multi-market team of Acute Complex Care Managers in the day-to-day execution of our acute care coordination effort as well educating HCM's on these standards.
• Ensures daily presence of team members at assigned hospitals during core hours or as determined by team workflow and that team maintains a balanced caseload.
• Actively involved in the full employment cycle of direct reports, including but not limited to : participation in the recruitment process, talent and performance management, day-to-day oversight of staffing / scheduling needs, weekly time, time off approval, team vacation coverage plan, active nursing license verification, problem solving, exit interviews and termination / counseling decisions.
• Supports, collaborates and partners with the Complex Care and Clinical Strategy Teams on the day-to-day execution of our acute care standard operating procedures as well educating and ensuring that Acute Care Managers deliver on these standards.
• Accountable for the overall performance and delivery of all Complex Care key performance indicators related to acute care management.
• Ensures direct reports retain their active nursing license as appropriate.
• Educates acute care management teams on appropriate levels of care in the hospital (ER only vs inpatient vs observation status) and post-acute setting (HHA, SNF, IRF, LTAC, Hospice Care) in accordance with industry standard and federal and local guidelines.
• Ensures acute care management teams understand the key performance indicators and have all the necessary tools and resources to effectively deliver expected outcomes.
• Ensures accountability to the daily presence in assigned acute facilities of the Acute Care Manager.
• Supports and educates the acute care team on identifying and managing safety risk (complete a social assessment), functional status (ADLs and PT needs), discusses medications and self-management at the acute facility bedside, identifies and corrects knowledge deficits.
• Implements and supervises the Acute Care Managers (HCMs) Coaching Program.
• Ensures team has all available resources and knowledge to execute on overall length of stay mitigation that results in safe and effective discharge process to the next proper level of care.
• Ensures teams can identify from day one (1) of hospital stay any barriers for a safe discharge back to the community and executes on the standards operating procedures to achieve readmission avoidance.
• Supports the care coordination of patients in post-acute care facilities (SNF, IRF, LTACH) in close collaboration with post-acute physician and / or Regional Medical Director and ensures a safe and effective transition to a lower level of care as soon as appropriate using a preferred provider network if further services are needed taking into account a proper allocation of resources.
• Seeks assistance from ChenMed's Specialty and Network Teams when needed to support the care of our patients in healthcare facilities.
• Assists with creation and implementation of SOPs as requested by Complex Care COE.
• Participates in surveys, studies, quality improvement initiatives and special projects as assigned by leader and requested by ChenMed and / or Complex Care COE.
• Assists with coverage for PTO and open positions as requested. Serves as a preceptor when assigned.
• Closely supports field and regional teams delivering care within the programs scope of practice for Acute Care Managers.
• Ensures high quality candidates are hired and onboarded in accordance with ChenMed and Complex Care COE standards.
• Provides structure, process and mentoring in the consistent implementation of acute care standards with SOPs and policies across all ChenMed cities.
• Leverages technology and data to performance manage, improve results, and team effectiveness.
• Identifies gaps and recommends enhancement related to new and / or existing technology, processes, and existing products and / or services based on feedback and experience from acute care team members.
• Ensures all operating processes are compliant and executed at the highest standards of service excellence.
• Assists with quality audits and data analyses to identify opportunities for improvement.
• Performs other duties as assigned and modified at manager's discretion.

Knowledge, Skills and Abilities :

Education and Experience Criteria :