Total Quality Management Senior Manager jobs in Albany, OR

Job Description:

MAKE A DIFFERENCE with us. 

Put your management skills to work in a mission-driven environment.

Northwest Senior and Disability Services is seeking an exceptional individual who exemplifies leadership, has solid management skills, and can think critically to manage teams of social services workers.

Recruitment #:     212-04-24

Closes:                 Open Until Filled

Location:              Salem, OR/Regional

Salary range:       Starting at $6,235 per month, with excellent benefits (see below)

Benefits: Agency Sponsored: Medical/Dental 100% paid for employee and 90-98% for dependents, generous Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability, great culture. Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield

General Description

Responsible for leading and directing the Agency’s Case Management Quality Assurance and Training unit. Oversees agency policy and process related to case management and services. This position will be responsible for assisting managers and case management staff in maintaining high quality services.

Case Management Quality and Training Program Manager is responsible for their team’s performance and accurate delivery of services within assigned program area according to local, state, and federal guidelines. Manager must also network and cultivate sustainable working relationships with community partners.

Essential Functions

1. Represent and lead agency staff in successful operation of Case Management Quality Assurance and Training
2. Manage assigned team including Case Management Quality Assurance Specialists, administrative support staff, Diversion and Transition Program Manager, and other staff as assigned
3. Ensure assigned team provides Training and Support to staff and managers around case management and services
4. Promote effective process and quality within assigned program area throughout the Agency
5. Lead with respect and integrity
6. Protect consumers and reduce Agency risk
7. Provide excellent customer service in a professional manner.

1.    Represent and lead agency staff in successful operation of Case Management Quality Assurance and Training

• Work with agency managers and staff to develop training and address the needs and concerns in implementing Medicaid Long Term Support Services and Case Management
• Communicate, coordinate, and work effectively with staff from ODHS field and central offices to deliver effective staff training and to ensure quality services to consumers
• Represent the agency and participate in various state workgroups related to LTSS and Case Management
• Present related data and any local concerns to DHS central office and other stakeholders
• Distribute and interpret ODHS policy to program managers
• Adequately convey necessary updates and information to managers for dissemination to staff.

2.    Manage assigned team including Case Management Quality Assurance Specialists, administrative support staff, Diversion and Transition Program Manager, and other staff as assigned

• Ensure assigned staff are meeting agency expectations on Core Values and Mission
• Manage assigned staff to meet service objectives
• Develop, implement and provide training and mentoring to new staff
• Identify staffing needs, make hiring recommendations, and manage staff effectively applying human resource policies, etc.
• Effectively manage staff performance, including conducting individual supervision meetings and performance dialogues with staff
• Evaluate reviews for accuracy, content, and coaching opportunities
• Coordinate daily staffing coverage and work direction as needed
• Manage leave and time sheets within authorization limits.

3.    Ensure assigned team provides training and support to staff and managers around case management and services

• Develop and provide initial and ongoing employee training for case managers both in the classroom and one-on-one 
• Determine best methods and processes for quality review and monitoring
• Understand and support the roles of the Aging and Disability Resource Connection (ADRC), Coordinated Care Organizations (CCO) and eligibility within the agency
• Serve as a resource case management policy, services, and process for assigned staff and other managers.

4.    Promote effective processes and quality within assigned program area throughout the Agency

• Analyze, develop and monitor processes, quality standards, and policies, to continually improve Agency services around case management services
• Gather, track, and analyze data and trends in quality to continually evaluate quality and effectiveness of services
• Develop and maintain tools and technology to improve efficiency and accuracy of recording, tracking and reporting of quality statistics
• Recommend and implement processes and training
• Provide ongoing case management and services education and knowledge to Agency managers and partners within assigned area
• Work with Agency managers to identify training needs and develop recommendations for employee training to ensure program compliance
• Collaborate with NWSDS Managers in developing and implementing new policies, practices and processes to improve services and efficiencies to achieve mission
• Conduct Quality Assurance reviews as needed.

5.    Lead with respect and integrity

• Embrace and exhibit Agency mission and core values of customer service, professionalism and positive attitudes
• Provide excellent customer service externally and internally through follow through, meeting deadlines, interacting with others in a transparent, respectful and culturally appropriate manner and holding self and staff accountable for exhibiting the same behaviors
• Collaborate with individuals, teams and others 
• Promote two-way communication by engaging others, listening, providing feedback and expressing appreciation
• Maintain ethical standards. 

6.    Protect consumers and reduces Agency risk

• Serve as a Mandatory Reporter of suspected abuse of vulnerable populations according as required by policy and regulation
• Maintain and share information according to privacy regulations
• Comply with ethical and professional standards. 

7.    Provide excellent customer service in a professional manner

• Apply the required knowledge and skills
• Exhibit good decision making
• Exhibit problem solving
• Meet quality standards in accuracy, timeliness; exhibiting good work habits; following policy and procedure
• Working independently, seeking and offering assistance when needed
• Exhibiting technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, assessment program Oregon ACCESS, CAPS, ONE, etc.)
• Exhibit a positive attitude towards consumers, co-workers and others.

Job-Specific Skills Required

• Demonstrate exemplary management and leadership expertise and skills
• Knowledge of case management and services application
• Knowledge of systems and program tools (ONE, Legacy Systems, MMIS, Oregon ACCESS, RTZ, TASC, etc.) used in providing services
• Training and Presentation skills
• Ability to coordinate employee coaching, mentoring, and training to assure program goals are met
• Exceptional communication and facilitation skills, including decision making, conflict resolution, and problem solving
• Ability to collaborate with and lead a wide variety of individuals and small groups
• Knowledge of Long-Term Services and Supports, ONE, ADRC, CCO
• Above average research and analytical skills
• Ability to interpret, apply, and articulate regulatory rules and policies.

General Skills needed to Meet Agency Expectations:

• Support the agency mission and exemplify its core values—integrity, professionalism, service, and compassion
• Serve as a mandatory reporter of suspected cases of neglect, exploitation, and abuse of vulnerable populations as required by policy and regulation, and make the appropriate referral to a responsible agency such as Child or Adult Protective Services Units
• Demonstrate good interpersonal communication skills through written, verbal, and nonverbal communication
• Use sound organizational skills to meet deadlines in a timely, accurate, and efficient manner
• Follow policies, regulations, and requirements of project and Agency; documenting plan and progress as required
• Speak, read, write, and understand English and follow verbal and written instruction
• Regular attendance to meet the demands of this job and provide necessary services.

Secondary Outcomes

Manage special projects and represent agency at committee meetings as needed.

Supervisory Responsibilities

Case Management QA Specialists, Administrative staff, Diversion and Transition Program Manager, and other staff as assigned.