Executive

• The Assistant Manager is responsible for management of CSRs/medical services staff including the organization and development of high performing teams
• Works closely with managers ensuring consistency in care management interventions
• Facilitates effective interfaces among team members, as well as across teams, providers and departments
• Responsible for the day-to-day implementation of medical management services policies and procedures
• Accountable for meeting the financial, operational and quality objectives of the unit
  

Essential Overview

• Operational Efficiency
• Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
• Assesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high performing teams
• Initiate root cause analysis and monitor action plans for identified opportunities
• Provide effective coaching and feedback to Nurse Associates that enable them to improve their performance
• Work closely with the Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plans
• Monitor efficiency and initiate control measures to minimize variances in workload over time
• Executive monthly, quarterly, and annual performance review of Nurse Associates and consequent development processes effectively
• Ensures the team's understanding and use of information system capability and functionality
• Ensure implementation and monitoring of best practice approaches and innovations to better address the Case Manager and Utilization Management Nurse Consultant needs across the continuum of care
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Effectively forecast and manage the process volume, allocation, and staffing following the Statement of Work on a daily basis
• Maintain accurate reporting and cascading of information to internal and external stakeholders
• Update mandatory process trackers and files for compliance purposes
• Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
• Oversee and facilitate implementation of updates management and training for new hires and/or team members
• Lead calibration sessions to ensure process knowledge alignment
• Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• May have responsibility for their own case load work
• People Management
• Select staff using clearly defined requirements in terms of education, experience, technical and performance skills
• Formulate individualized plan with the CSRs/Nurse Associates to fully understand their career aspirations
• Develop a strong succession plan to encourage organic growth and facilitate “role ready” resources to ensures leadership continuity internally
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Establish an environment and work style that promotes the concept of teamwork, cross product integration,