Member Services Director jobs in Hilo, HI

Reports to: Chief Operating Officer Classification: Exempt

Essential Functions:

• Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
• Provide Comprehensive Healthcare: Assess, diagnose, and treat a diverse range of medical conditions for individuals experiencing homelessness. Offer primary care services, including physical examinations, health screenings, and disease management.
• Collaborate with Multidisciplinary Team: Work closely with a multidisciplinary team consisting of physicians, nurses, social workers, and other healthcare professionals to ensure coordinated care and holistic support for our beneficiaries.
• Health Services Oversight: Oversee the health services provided by our organization, ensuring adherence to medical protocols, quality standards, and regulatory guidelines. Develop, review and maintain policies, protocols and procedures for Health Services.
• Develop and Implement Care Plans: Formulate individualized care plans for clients based on their unique healthcare needs and social circumstances. Monitor their progress and modify plans as necessary.
• Health Education and Counseling: Conduct health education sessions, providing information on preventive care, hygiene practices, nutrition, and disease management. Offer counseling and support to individuals coping with physical and mental health challenges.
• Medication Management: Prescribe and manage medications for clients in accordance with applicable regulations and best practices. Educate clients on proper medication usage and potential side effects.
• Health Records and Documentation: Maintain accurate and up-to-date electronic health records for each client, documenting assessments, treatments, medications, and referrals as required. Prepare statistical reports as needed regarding the healthcare provided.
• Outreach and Advocacy: Participate in community outreach initiatives to raise awareness about healthcare services available to individuals experiencing homelessness. Advocate for improved access to healthcare resources. Manage collaborations with nursing schools to facilitate site use for educational programs.
• Continuous Professional Development: Stay abreast of the latest advancements in healthcare, attending conferences, workshops, and engaging in ongoing learning opportunities to enhance your clinical knowledge and skills. Ensure tracking and continued licensure and education for all licensed and unlicensed health services staff.
• Develop evidence based programs: in partnership with agency leadership, clinical team and community partners. Develop collaborations with healthcare providers to enhance quality and access to health services. Create tools and workflows to create efficient, safe, standardized and high quality care.
• Oversee Quality and Assurance of Health Services in partnership with the executive leadership. Perform Root Cause Analyses and correction plans for adverse events. Provide healthcare administrative consultation to program staff as needed, including being on call after hours to address urgent needs and concerns.
• Perform other duties and accept responsibilities as assigned.

Supervisory Responsibility:

This position has overall supervisory responsibility for the nursing & health services team. May have daily supervisory responsibility of community volunteers or interns who are providing assistance with special projects or assignments that further and/or support the department and/or the mission of HOPE Services. The responsibility when assigned, includes ensuring volunteers are working safely, are monitored and supported to have a positive volunteer experience.

Work Environment:

This job operates in an air conditioned office environment, community based settings and in shelter locations. Temperatures may vary as the position moves from air conditioned (AC) to open air/non AC areas. Frequent exposure to stressful situations related to persons served including but not limited to domestic violence, ex-offenders, substance abuse, and mental health clients. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines as well as medical equipment within the Nurse Practitioner scope of practice.

Physical Demands

• The position requires adaptability, the ability to work under pressure and multitask with ability to de-escalate individuals in crisis. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is:
• • o Frequently required to stand, walk, use hands to manipulate, handle, grip and feel objects, utensils, tools or controls
  • o Frequently required to reach with hands and arms
  • o Occasionally required to lift, push, pull and/or carry items and objects up to 5o pounds, with a minimum of 25 pounds lifted and carried
  • o Occasionally required to lift, push, pull and/or carry items and objects up to 6o pounds
  • o Specific vision ability required by this job is 20/20 vision (corrected or uncorrected)
  • o Specific hearing ability required by this job is the ability to pass a hearing test (corrected or uncorrected)

Required Knowledge/Skills/Abilities:

• Working knowledge of community resources, healthcare and/or medical issues of homeless and/or disenfranchised populations.
• Possess excellent interpersonal, problem solving, multi-tasking and leadership skills.
• Able to communicate with audiences of varying comprehension levels including staff, guests, and partnering agencies.
• Handle sensitive and confidential information with tact and professionalism.
• Able to use Google Suite platform, Microsoft Office Suite and medical systems of record.
• Possess personal qualities of integrity, credibility, and commitment to mission.
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment.
• Able to create workflows, and write policies and procedures.

Required Education and Experience

• Licensed to practice as an Advanced Practice Nurse Practitioner (APRN-RX), in the State of Hawaii.
• Minimum five (5) years progressive experience as a Healthcare Administrator.
• Proven experience as a Nurse Practitioner, preferably in primary care or community health settings.
• Strong clinical skills, including the ability to assess, diagnose, and treat common medical conditions.
• Excellent interpersonal and communication skills to build rapport with individuals experiencing homelessness and work effectively within a multidisciplinary team.
• Ability to prioritize and manage multiple responsibilities while delivering compassionate care.
• Knowledge of healthcare resources and social services available to individuals experiencing homelessness.
• Familiarity with electronic health record systems and proficiency in computer applications related to healthcare documentation.

Scheduling requirements: