Job Description - Supervisor Clinical Operations (3310180)
This is a hybrid role that requires an onsite presence to the office at least 1x/quarter and will also require occasional visits to members' homes.
The Supervisor works closely with the Clinical Manager to oversee the daily operations of Care Management (CM), delegates work, monitors productivity, and fosters adherence to case and utilization management standards as they apply. The Supervisor works closely with care managers in all areas, including medical, social, and behavioral care managers, as well as other Mass General Brigham Health Plan departments to ensure quality and effective service and support to our membership.
The Supervisor will support the Clinical Manager by overseeing the care management team’s performance, identifying developmental and improvement opportunities, and participating in performance goal planning and evaluation. This position will also assist the Clinical Manager with projects and the implementation and monitoring of new care management initiatives. Participation in and/or oversight of case discussion forums, external provider collaborations, and integration activities with behavioral health and Community Medical Alliance partners are additional priorities. The Supervisor may also carry a limited caseload.
Principal Duties and Responsibilities:
- Responsible for setting clear expectations and providing guidance to the CM staff and coaching for team performance.
- Coordinate care manager assignments.
- Evaluate operational reports on a routine basis, monitoring caseloads and identifying training/coaching opportunities.
- Monitor adherence to operational processes and report problems to the Clinical Manager.
- Assist with the implementation of new care management initiatives.
- Participate in the development of workflow processes.
- Monitor collaborative efforts with internal and external care management partners to ensure workflow processes are effective; report issues to the Clinical Manager.
- Serve as a contact for external departments.
- Participate in or lead internal and external presentations.
- Participate in new employee orientation.
- Monitor staff attendance, assign coverage for absences.
- Communicate performance issues and behavioral concerns to the Clinical Manager.
- Hold self and others accountable to meet commitments.
- Ensure diversity, equity, and inclusion are integrated as a guiding principle.
- Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.
- Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.
- Other duties as assigned with or without accommodation.
Qualifications:
- Bachelor’s degree required or the equivalent combination of training and experience, plus a minimum of five to seven years of related experience.
- Seven years of management experience in a highly regulated industry, such as health insurance.
- Demonstrate Mass General Brigham Health Plan’s core brand principles of always listening, challenging conventions, and providing value.
- Bring fresh ideas forward by listening to and working with employees and the people we serve.
- Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner.
- Strong, demonstrated track record of an ability to execute on time, on budget, and on scope.
- Strong aptitude for technology-based solutions.
- Ability to inject energy, when and where it’s needed.
- Current in healthcare trends.
- Demonstrated forward, visionary thinking; ability to see “what is” and envision “what could be.”
- Ability to develop, introduce, defend, and gain support for new ideas and approaches.
- Excellent leadership skills and leadership track record.
- Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience; strong executive presence, presentation, and communication skills.
- Ability to view the long-range trends and cycles of the business and industry and see the “big picture.”
- Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions.
- Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy.
- Excellent interpersonal skills, including the ability to influence others at all levels of an organization.
- Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.
- Unquestionable integrity.
About Us:
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.
Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.
We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.
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