Manager - Community Outpatient Behavioral Health & Substance Use Services

EMPLOYEE FOCUS ACCOUNTABILITY: Assures that excellent patient care is delivered by high performing staff in the outpatient community behavioral health, addiction, and medication assisted recovery programs.

• Role models professionalism for all disciplines; uses positive, proactive communication; is approachable; uses well-developed stress management skills; professional presentation reflects the organizations mission, vision and values, creating an environment of trust and collaboration
• Is visible and accessible to staff on a regular basis; is more visible during times of significant change or stress
• Is available to staff by phone or arranges for such coverage
• Assists team in developing intra and inter-departmental work group cohesion
• Mentors staff in their development of clinical, interpersonal, and leadership skills
• Solicits employee feedback and develops action plans to improve employee satisfaction as appropriate; conducts regular staff meetings
• Assures that scheduling and staffing is timely, proactive, cost-effective, and meets the needs of the patients served; assures resource allocation and resource management are in line with budgeted targets
• Recruits/retains high performing staff and ensures high staff performance by holding staff accountable
• Conducts annual performance reviews
• Delivers patient care if/when necessary and assumes a leadership role in a clinical crisis situation
• Reviews clinical documentation for medical necessity and appropriate treatment recommendations, assumes responsibility as the LPHA if applicable

QUALITY OF CARE AND MANAGERIAL PRACTICE: The Manager is responsible for the quality of care and for meeting quality targets within the outpatient community behavioral health and substance use programs.

• Leads team in the areas of data supported opportunities to improve outcomes; assists Director with data collection, aggregation, and analysis
• Assists Director in the development, implementation, maintenance, and systematic evaluation of evidenced-based practices that ensure the provision of consistent quality and cost-effective care delivery. Includes Core Measures and/or key diagnostic indicators in this process whenever appropriate
• Participates in the development, implementation, maintenance and systematic evaluation of care delivery models within his/her areas of responsibility to meet the organization's expectations for professional practice, safety, patient outcomes, and cost effectiveness
• Ensures compliance with requirements set by governmental or other regulating bodies (i.e. TJC, CMS, OSHA, DMH, DEA, SAMHSA, and IDPH, including SUPR).
• Prepares, implements, and monitors progress of annual operating and capital budgets for assigned units
• Meets established productivity targets and missed appointment rates
• Provides input in the development of annual competencies and educational offerings (especially those focused on Evidence Based Practices)

INTERPROFESSIONAL FOCUS: Leads staff in interprofessional processes to improve access, strengthen relationships, improve communication and enhance team approach to patient care.

• Develops/enhances an evidence-based system of coordinated care with amongst departments
• Establishes, revises and achieves targets/goals that demonstrate patient improvement
• Assists in identifying and resolving any problems in order to improve performance and maximize efficiency for a coordinated system of care
• Collects and evaluates data regarding referral sources, service availability, wait times, etc. in order to provide optimal accessibility to services; develops action plans that ensure needs of patients and customers (referral sources) are met
• Role models and instructs staff on professional, effective collaboration

SERVICE EXCELLENCE FOCUS: Ensures a positive and clinically beneficial patient experience; promotes and achieves patient experience targets.

• Assists in identifying opportunities for improvement in patient satisfaction through the gathering and interpretation of patient feedback
• Works with Supervisor/Director to develop formal and informal avenues by which system deficiencies that affect patient satisfaction are identified and improved with participation by the interdisciplinary team members
• Promptly and effectively follows up on patient satisfaction issues
• Develops and promotes teamwork among staff
• Mentors staff toward achieving excellent customer satisfaction; utilizes organizational service excellence standards
• Establishes an environment to ensure all satisfaction goals are met

Specialized Knowledge and Skills Requirements

* Ability to work under time constraints

* Ability to understand and deal effectively with problems and opportunities

* Ability to deal with people effectively, patiently and respond professionally in all situations

* Ability to maintain confidential information

* Must be able to communicate effectively with people of diverse, professional, educational and lifestyle backgrounds

* Must be able to work independently and assume responsibility for timely completion of assigned functions

* Exercises sound judgement, seeking advice when appropriate

* Performs effectively under stressful situations