CENTER SERVICE DIRECTOR - OPERATIONS

JOB PURPOSE:

The Center Service Director (CSD) – Operations, under the direction of the VP of Clinical Services, supervises all day-to-day operations of the Interdisciplinary teams and participant outcomes. In this role, The CSD will help coordinate the multi-disciplinary integrated care in the community, Day Health Center, Diagnostic & Treatment Center and throughout the continuum of care. Coordinates with all managers to ensure all metrics logs are complete and provides support and assistance as required.

JOB RESPONSIBILITIES:

IDT

• Oversees, coordinates, and provides support to site based Managers and clinical staff; inclusive of but not limited to the DTC and DHC, rehab department, nutritional services, social workers and home services management.
• Balances & allocates IDT and related resources throughout the site and ensures adequate team assignments and coverage.
• Reviews and contributes to effective development and execution of personalized care plans that result in improved satisfaction & outcomes for all participants.
• Provides oversight of the provision of services that impact participants’ care.
• Facilitates in-service training and management directives to support the development and advancement of team members.
• Collects and reviews data for operational metrics geared towards ensuring participants are treated in the right venue at the right time and at the right cost at the highest levels of quality.
• Participates in all quality assurance and regulatory compliance activities to ensure appropriate regulatory compliance.
• Serves as administrative on call during non-operational hours of the physical sites.
• Collaborates with departments to establish new & improved care delivery processes and treatment protocols.
• Monitor and minimize voluntary disenrollments.
• Only act within the scope of the individual’s authority to practice.
• Collaborates with CSDs to provide support and oversight to assigned Sites
• Meet a standardized set of competencies for the specific position description established by the PACE organization before working independently.
• All other duties as assigned.

Stewardship

• Ensure avoidable hospitalizations are intercepted and avoided.
• All SNF Acute/Short term admissions are closely monitored for justification and task specific goals are established to safely discharge participant home.
• Identify ways to utilize PACE resources and services to improve participant outcomes and satisfaction.
• Collaborate with marketing and outreach to foster and build upon community partnerships that further membership growth.
• Responsible for following expenditure and utilization targets.

Track Metrics

• Hospital admissions/readmissions.
• Budgetary.
• NH admissions.
• Enrollment and Disenrollment.
• Quality benchmarks and related data tracking.
• Utilization of services.
• All regulatory CAP logs.

Quality

• Ensure all prospective disenrollments are managed and interventions created, when applicable, to prevent participant from disenrolling.
• Ensures all documentation for all participants is complete, and accurate, including and not limited to enrollment, disenrollment, electronic/paper medical record, and any other clinical documentation.
• Ensures all incidents are timely investigated comprehensively and addressed according to policy/regulations.
• Investigates and assists in documenting and resolving customer issues and grievances in a timely, accurate, and courteous manner. This includes working with the other departments to resolve the source of the problem(s).
• Participates, as appropriate, in CMS/DOH quality improvement initiatives, compliance/ regulatory matters.
• Leads center-based team in survey preparation and related activities.
• Review participant’s charts for quality and address any deficiencies.
• Participate in special projects and assignment as required. 

Corporate Standards

Performance Standards

• Performs consistent with organization’s mission and philosophy.
• Performs job responsibilities according to organization’s policies.  Seeks clarification when needed.
• Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance.  Meets productivity guidelines.
• Maintains proper documentation (updated, timely, legible) related to patient care, whether paper or electronic.
• Maintains HIPAA standards and confidentiality of PHI.
• Supports staff, student, and volunteer orientation and ongoing in-service education as requested.
• Supports organizational activ