VP of Support Services

Job Summary:
The VP of Support Services is a senior manager on the PACE management team reporting directly to the Chief of Clinical Services. This role is responsible for ensuring the delivery of high-quality support services to PACE participants, including social work, rehabilitation, life enrichment, and day center operations.

Job Duties/Responsibilities:

• Leads and actively fosters synergy in integrating programming and processes across the Support Services Management teams, including Social Work, Rehabilitation, Life Enrichment, and Day Centers. Collaborates to streamline operations, enhance interdepartmental coordination, and drive cohesive service delivery.
• Works with the managers of the support team disciplines to establish protocols and formulate new procedures and benchmarks in response to quality utilization and regulatory requirements.
• Creates and modifies operational plan and reporting system that accounts for compliance, quality, ppt satisfaction and staff stability within areas of accountability. Plan design incorporates developed outcome measurements.
• Ensures the maintenance and enforcement of clinical operational protocols and standards of care for areas of accountability.
• Develops and upholds systems to protect HIPAA standards, safeguarding the privacy and dignity of participants.
• Conducts assessments to identify specific departmental needs gaps, and opportunities for improvement across all areas of responsibility. Utilizes data analysis, staff feedback, and performance metrics to inform decisions and prioritize action items.
• Designs, develops, and implements innovative programs tailored to departmental needs. Leads teams in executing initiatives, ensuring alignment with departmental goals and evaluating program impact on performance and efficiency.
• In collaboration with the Contract Manager, establishes criteria and guidelines to ensure and monitor the quality of the vendors that practice both in the PACE center and in the community.
• Collaborates with contract management to monitor vendors and contracted providers of services for PACE participants and the PACE program, particularly those related to Social Work, Rehab, LE, and Day Center Operations.
• Provides vendor orientation and on-going education to the PACE program, policies and procedures, and ways to improve communication, care planning and IDT and/or insures this occurs for areas of accountability.
• Collaborates as needed with vendor management on a plan of correction when applicable. Evaluates applicable contracts for adherence to their pay for performance benchmarks quarterly.
• Serves as a key liaison and visits as needed with outside contracted vendors (including with alternative day centers) and their administration to further the PACE initiative, educate on the PACE mission, foster communication and be a good ambassador in the community.
• Secures resolution for grievances and complaints for areas of accountability from participants or family members and for high-risk incidents.
• Ensures compliance with CDC, DOH, CMS, and State regulations, staying up to date on both state and federal guidelines that govern areas of accountability and impact the program.
• National involvement: participates in national PACE initiatives through NPA and becomes a good neighbor to other PACE sites.
• Collaborates with the Chief of Clinical Services to deliver presentations to the Board of Directors (BOD) and other internal and external audiences, highlighting key achievements, challenges, and areas of impact within the Support Services area.
• Partners with the Chief of Clinical Services to ensure the Support Service area vision is operationalized for areas of accountability.
• Accountable for departmental budget and development of operational initiatives as needed to control costs.
• Reports on departmental outcomes of quality, satisfaction and utilization at appropriate organizational meetings. Collates data: designs reports and creates solutions while also communicating results in clinical, quality and utilization meetings.
• Conducts chart audits as it relates to CMS Audit prep and for QI committee activities.
• Collaborates with VP of Clinical Services to establish new protocols, form new committees or refine on-going procedures in response to quality measures when needed.
• Partners with VP of Clinical Services to ensure effective working relationships between clinical and support staff in the home, day center, and health center setting to advance patient care and services. Formulate patient centered care plans to educate patients/caregivers and foster on-going independence.
• Conducts utilization management reviews of day center attendance, rehab services, skilled and custodial placements, and identifies participants at risk for institutionalization. Collects and analyzes data for the interdisciplinary team (IDT) to support informed, evidence-based decisions regarding the continued need for placements and medically necessary care.
• Ensures the smooth coordination of efforts and high-quality care from all team members in accordance with care plans or team daily notes, holding staff accountable for compliance with regulatory requirements and established standards within their areas of responsibility.
• Ensure components of the care plan are consistent with CMS recommendations and guidance/regulations for areas of accountability.
• Maintains oversight over departmental functions that effect care planning decisions and quality of care.
• Is accountable to review departmental reports to assess and communicate trends, conduct audits, and hold staff accountable to meet all regulatory requirements.
• Works with PACE leaders to assist in the training and mentoring of support staff within all areas of accountability.
• Visits families at home when senior-level administrative support is required or when state agencies are involved in the care process.
• Supports supervisory departments in mentoring/teaching staff, formulating work plans to meet budget requirements, provide cost effective and quality care, and follow the organizations strategic initiatives.
• Partners with Compliance to: Educate and mentor new/existing team members on IDT performance, rules of engagement, team dynamics, the purpose of team meetings, care planning components, and quality of care as it relates to care planning composition and content.
• Partners with Compliance to: Design educational and oversight programming to improve compliance with regulatory requirements across the organization.
• Assumes shared accountability with other senior leaders of the organization to manage participant dissatisfaction and potential risks of disenrollment. This includes the operationalization of new initiatives based on dissatisfaction data.
• Works with the support services management team to provide support to IDT when determining utilization and support service needs during IDT and morning meetings.
• Creates the bridge between the Chief of Clinical Services and Senior Directors/Managers, dissecting organizational strategy into operational plans and timelines.
• Collaborates with clinical and medical leadership and the data manager to identify gaps impacting medical cost management and demonstrate cost savings in areas overbudget and/or above historical trends.
• Identifies gaps in care/services and develop innovative programs and outcomes measurement in collaboration with the VP of Clinical Services and direct reports.
• Collaborates with clinical leadership in designing and implementing a population health management strategy with defined measures of success and continued process improvement tactics
• Partners with marketing to build external relationships, presenting the value-add of PACE to build new enrollment.
• Establishes as necessary and participates in, develops, drives, and collaborates on Quality Improvement Projects.
• Provides communication and problem solving to vendors with support service issues. Develops and implements systemic improvements.
• Works with IDT and Senior Clinical and Medical leaders to develop and implement protocols to respond to chronic illness and prevent health crisis/hospitalization by developing innovative support services options
• Is knowledgeable and adheres to all state regulatory home care statutes and PACE regulations regarding PACE.
• In collaboration with the Day Center Directors ensures the appropriate, smooth operation and flow of the day centers through establishing and maintaining clearly defined processes and schedules.
• In collaboration with the Day Center Directors enforces the policies and procedures for operational directives and protocols for the Day Centers, ensuring compliance with quality standards as well as state and federal regulations such as RIDOH and CMS
• Reviews utilization data on a regular basis to determine practice patterns and identify areas of operational improvement.
• Hosts and facilitates a weekly standup meeting to clearly communicate and address areas of concern pertaining to compliance or quality issues.
• Creates and implements departmental audit system to identify areas of non-compliance and opportunities for quality improvement; use data to inform decision making and action steps.Areas for opportunity to be identified and process improvement and staff education to be implemented and completed.
• Collaborates with and supports Canopy Care Solutions initiatives, integrating them where opportunities arise.
• Performs other related duties as required and assigned.

Required Skills & Abilities:
Ability to maintain confidentiality
Ability to prioritize tasks and meet project deadlines
Proficiency with MS Office Suite or similar software
Dependable and punctual with ability to maintain consistent attendance
Ability to read, write and comprehend English
Ability to maintain sound judgement under stress and communicate effectively
Ability to research and analyze data, draw conclusions, and resolve issues
Ability to read, interpret, and apply policies, procedures, laws, and regulations
Ability to proficiently perform clinical/skilled tasks associated within scope of position

Education Requirements:
Bachelor's Degree, Required
Master's Degree, Preferred

Physical Requirements:
Must be able to tolerate prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 10 pounds and at times up to 20 pounds.
Must be able to navigate various departments of the organization's physical premises as well as related community care settings.
Must be able to tolerate conditions typically associated within a medical office and/or home care setting including potential exposure to bloodborne pathogens and infectious diseases.

Experience:
10 years of relevant Support Services Management Experience, Required (can include services such as; Social Work, Rehabilitation, Day Centers)
5 years of Staff Management Experience, Required
10 years of experience within a health care organization, Preferred
1 year of experience working with a frail or elderly population, Preferred

License & Certification Requirements:
None

Position Requirements:
Driver's License & access to reliable transportation: community-based travel required.