Assistant Director (Hosp) Level III (Quality)

NYC Health + Hospitals/Community Care reaches outside the walls of our hospitals and brings health care to patients where they live. With more than 600 dedicated employees, Community Care provides services including home care, community care coordination, and community-based care management to individuals managing chronic health conditions residing in Brooklyn, Manhattan, Queens and The Bronx.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

PURPOSE OF POSITION:

The Assistant Director of Quality and Network Operations supports the oversight and implementation of the Quality Management Program (QMP) and oversees the Care Management Network of New York City Health + Hospitals' Health Home. This role involves facilitating aspects of the QMP, including chart reviews, coaching, action planning, education, and performance improvement project design, oversight, and monitoring. The Assistant Director also oversees network operations, including developing engagement materials, facilitating partnership meetings, and ensuring policy and procedure implementation and adherence.

Duties & Responsibilities

SUMMARY OF DUTIES AND RESPONSIBILITIES:
1. Chart Audits: Assess the quality and scope of care coordination services and documentation in the Epic electronic medical record system using the Health Home's official chart audit tool. Maintain accurate tracking and records of completed reviews and their outcomes.
2. Data Collection and Analysis: Collect and synthesize data from chart reviews and incident reports using tools like Excel and Tableau. Provide support and transparency in understanding performance trends, successes, and gaps.
3. Performance Monitoring: Monitor dashboards, reports, and data summaries to assess each Agency's adherence to policies and regulations. Develop proactive performance summaries and action plans for review with the Director. Harness high-performing agency outcomes for development and sharing of best-practices.
4. Incident and Grievance Reporting: Maintain accurate and timely records of all agency incident reports and patient complaints. Provide timely filing of all incidents within System and regulatory guidelines. Communicate in a "just culture" framework with agencies, staff, and stakeholders to develop, implement and monitor supportive action plans for incident reviews and grievances.
5. Risk Escalation: Escalate any observed risks to patients or the Health Home to the Director for collaboration and follow-up.
6. Supportive Action Plans: Develop, implement, and oversee written action plans that identify a specific, measurable, attainable set of activities designed to improve any deficits observed in documentation/records. Track progress on these plans and maintain a log of all open plans.
7. Partner Engagement and Case Conferences: Facilitate monthly network-wide case conferences. Maintain a log of highlighted cases and ensure follow-through on recommended interventions. Serve as primary clinical liaison for managed care organization (MCO) partners in review of gaps in care, clinical inquiries, and spearheading quality initiatives to ensure optimal health outcomes.
8. Policy Development: Co-author new policies and revisions to improve workflows. Support the implementation and monitoring of new/revised policies through PDSA cycles that include staff feedback/engagement.
9. Staff Training: Develop and deliver staff training to improve QA/QI outcomes and fluency with all policy and workflow including but not limited to the Epic medical record system.
10. Professional Engagement: Model ICARE with Kindness values in all professional engagements, both internal and external of the agency.
11. Other Duties: Attend outside meetings or conferences as necessary. Perform other duties as assigned.

Minimum Qualifications

QUALIFICATIONS FOR THE JOB: CERTIFICATION(S)/LICENSE(S):

Clinical license/certification preferred (e.g. Social Work, Mental Health Counseling, Nursing, etc.)

EDUCATIONAL LEVEL:
Bachelor's degree required; master's degree preferred

KNOWLEDGEABLE IN:
• Health Home policies and procedures
• Quality Assurance models and practices

COMPUTER PROGRAMS/SOFTWARE OPERATED:
Highly proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) Fluent in Epic electronic medical record system navigation, documentation and reporting

YEARS OF EXPERIENCE:

Required: Minimum of 3 years' experience providing successful oversight and leadership of quality initiatives in a dynamic healthcare setting Preferred: 2 years' experience in a care coordination/management setting supporting patients managing multiple chronic health conditions and complex social needs

If you wish to apply for this position, please apply online by clicking the "Apply Now" button or forward your resume to CommunityCareCareers@nychhc.org noting the above Job ID #.108416

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs