Clinical Program Manager

Job description

The Adolescent and Young Adult Suicide Prevention Program (SPP) is an analytics, engagement, and tech-enabled program designed to identify, engage, and holistically support the family system of adolescents and young adults (ages 12 – 26) at high and critical risk of suicide. The SPP addresses the entire family system by providing virtual support to the parents and guardians of critical risk adolescent and young adult members, as well as team-based, ²⁴⁄₇ virtual and in-person support to the members themselves. Mindoula Population Health - SPP Program Managers lead a team of Care Extenders to implement and enhance the SPP program, serve members, and deliver outcomes to our health plan partners. Their team of Care Extenders empower members to actively participate in improving their own health and wellness through personalized case management that targets each member’s specific needs. An innovative Program Manager develops and implements creative strategies to support Care Extenders and program goals, leading the team toward the desired operational, clinical and financial outcomes. As the leader of a community-based team, they model a hands-on approach, empowering the team to meet members where they are and tapping into the wide range of local resources to deliver whole-person care.

Location and Hours…

100% Remote in the United States

The Program Manager must work Pacific time zone hours: Monday-Friday 8am to 6pm Pacific

What you will do…

• Act as a player/coach, working alongside Care Extenders (CE) to build their skills in everyday situations and to directly support members in more challenging situations or as needs arise, such as:
  • Assess members for risk, make quick evaluations for risk, and respond within the parameters outlined within their safety plan, formulating and performing crisis intervention that ensures the safety of members as necessary to support the Care Extender team.
  • Screen eligible and active members for behavioral health, medical, and social needs. Assist the Care Extender to prioritize needs.
  • Identify members’ urgent safety needs and partner with the Care Extender and member to create a safety plan upon enrollment to be utilized during periods of crisis.
  • Create service plans using all available information about the member, including screenings, conversations, data, and knowledge of community resources. Guide members in developing skills and/or strategies for managing problems and triggers to increase relapse prevention and reduce risk.
  • Encourage members to develop work skills and to participate in social, recreational, or other therapeutic activities that enhance interpersonal skills and develop social relationships.
  • Educate members about mental or physical illness, abuse, violence prevention, medication, and available community and social resources.
  • Monitor, evaluate, and record members’ progress according to measurable goals described in members’ plans.
  • Build accountability communications about upcoming appointments.
  • Interact continuously with members, families, physicians (s), and other providers utilizing clinical knowledge and expertise to lower over-utilization of unnecessary resources.
  • Request consultation and diagnostic reports from network specialists as needed to support members in reaching their goals.
  • Report critical incidents and information regarding the quality-of-care issues.
• Build communication strategies to ensure the team is engaging and building relationships with the member cohort in order to support members in reaching their goals.
• Develop and coordinate the development of community resource guides with an emphasis on behavioral health, medical health, violence prevention, and social services.
• Identify the member’s behavioral health diagnoses and ensure that the member’s service plan is comprehensive and appropriate for their needs.
• Lead our Care Extender team to ensure member needs are assessed adequately and that all members have an appropriate service plan and are making consistent progress toward their goals and graduation from the program.
• Coordinate caseloads and assist in referring new members to appropriate Care Extenders.
• Ensure the team’s schedules meet program needs.
• Participate in the screening, interviewing, and hiring of new team members. Provide orientation and training for new team members, conduct performance reviews, and continuously coach the team to build skills and improve performance.
• Lead enrollment activities as needed to build a new market or maintain the current cohort, depending on where the program is in its lifecycle.
• Ensure the team meets all Key Performance Indicators, coaching and training the team as necessary to keep the team on track to meet/exceed expectations and deliver outcomes for individual members and health plan partners.
• Perform regular documentation reviews to ensure quality and for training purposes.
• Analyze team performance to identify gaps and challenges and create plans to improve performance as needed.
• Collect and synthesize data that highlights member outcomes to support team training, improve high-quality engagement, deepen internal understanding across markets, strengthen relationships with our partners, and enable us to continually drive toward results.
• Lead regular internal case review sessions, with individuals and with the team, for quality and training purposes. Participate in external case management meetings with health plan partners as needed.Perform required duties to maintain all program-related and administrative data/reports, statistical records, and other data collection activities.
• Partner with the billing team to review prepared claims to ensure they accurately reflect services provided and provide additional information as needed.

What you’ll need…

• A clinical licensure is required. The following clinical licensures are accepted:
  • Licensed Clinical Social Worker (LCSW)
  • Clinical Professional Counselor (CPC) or Licensed Professional Counselor (LPC)
  • Licensed Marriage and Family Therapist (LMFT)
  • Licensed Psychologist (PhD or PsyD), or equivalent
• Licensure in a state where the program is active (WA, IN, NV, TX, TN, or LA) is preferred. If license is in a different state, adding one of the program’s active states is will be required.
• 3-5 years experience managing a team, building and implementing programs, and delivering outcomes.
• Master’s degree in behavioral health, social work or health care management from an accredited university required.
• Management and compliance: Experience ensuring care is delivered according to applicable laws, regulations, policies and procedures, supporting the organization’s integrity efforts by acting in an ethical and appropriate manner and that the team is operating at a level of excellence befitting our brand.
• Relationship Management: Ability to develop, maintain, and strengthen relationships and partnerships with others inside or outside the organization.
• Problem Solving: Track record of identifying needs and taking independent action to implement change when and where it is needed; results oriented. Ability to plan, organize, manage time, and prioritize multiple tasks and assignments. Use effective follow through.
• Communication: Excellent listening, verbal and written communication skills. Strong ability to clearly and accurately, relay information to staff, business partners, stakeholders, and clients.
• Collaboration: Ability to work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Member and Crisis Management: Ability to provide case/care management in routine and crisis situations.