Manager

• Oversee daily functions of the Referral Coordination Center (RCC) by responding to RCC inquiries in a timely manner, coordinating with other internal teams as needed, while always striving to provide an exceptional customer service experience.
• Support Navigators and Social Care Managers by providing oversight of their day-to-day activities, including the end-to-end process for HRSN screening, navigation, and the delivery of Enhanced HRSN Services.
• Ensure Navigators and Social Care Managers adhere to established operational workflows and Network Standards.
• Regularly monitor referrals using the IT and data platforms, as well as other sources, to provide feedback to direct reports and offer support to improve outcomes as needed.
• Monitor and manage productivity expectations of the RCC team.
• Contribute to RCC team meetings and provide RCC leadership at other internal and external meetings as required.
• Oversee the creation/editing/updating/approval/maintenance of RCC department manual to include workflows, policies, and procedures.
• Monitor regional quality standards in accordance with the organization’s quality program and the SCN & HRSN Program guidelines.
• Contribute to regional performance improvement efforts alongside other members of the Management team.
• Provide feedback to the Director, Referral Coordination about regional service gaps to ensure the network can adequately meet the demands for social care services and provide sufficient service choices to community members.
• Collaborate with outside networks as assigned.
• Partner with members of the Performance team to help support partner use of the platform and optimization of workflows that support adherence to Network Standards and Healthy Alliance’s Quality Program.
• Analyze referral quality data using different data sources to identify network and partner trends and opportunities and provide recommendations for improvement.
• Work closely with the Director, Referral Coordination to identify and escalate opportunities for improvement within the organization and offer proposed solutions to optimize the performance of the RCC.
• Strictly adhere to Network Standards and strive to meet or exceed team goals, metrics, and KPIs.
• Inform the Navigators and Social Care Managers of organizational updates.
• Perform individual performance reviews, providing the Navigators and Social Care Managers with ongoing feedback regarding their performance, goals, milestones, and growth opportunities.
• Coach the Navigators and Social Care Managers on achieving personal/team/organizational goals, work performance objectives, and setting milestones for professional development.
• Maintain current knowledge and understanding of Medicaid and local transformation, including New York Health Equity Reform (NYHER) SCN Program, triple aim, and value-based contracting.
• Demonstrate commitment to the values of diversity, equity, and inclusion.

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