Occupational Health RN Program Manager

Clinical

• Evaluates customer requests against TJC requirements and clearly communicates issues to the customer, and works to find TJC compliant solutions.
• Determines the need for new policies, SOPs and/or LOPS for their specific agencies and take the lead in coordinating or tracking progress to completion to meet customer needs. Works directly with Chief of Clinics (CCS), RCMs and the Quality Improvement team (QIT) on all issues related to policies, SOPs or LOPS. Assists with implementation of new policies and SOPs.
• Reports all safety events in accordance with the FOH Safety Event Reporting System.
• Communicates and collaborates with FOH Quality, Safety and Risk Manager as needed in response to safety events.
• Understands and complies with the provisions of the Privacy Act that apply to the medical information contained in FOH records and any verbal communication of PII/PHI related to any FOH client (patient).
• Provides oversight and guidance to clinic nurses specifically as it relates to providing services to assigned customers according to the customer Statements of Work (SOW) and Work Orders (WO). Routinely consults with CCS and RCMs to ensure clinics are equipped to perform services on the appropriate schedule before finalizing SOW and WO. Develops training and tools (such as Exam Q/A checklists) as needed to facilitate service delivery in the clinics for assigned customers, when requested by CHS operations.

Service Operations

• Communicates and collaborates with RCMs regarding customer requests for increased or new services that will require changes in staffing levels or equipment for clinical operations.
• Collaborates with RCM and ACMs to ensure there is adequate time, trained staff and supplies to deliver services according to FOH policies and SOPS in a TJC compliant manner.
• Coordinates with opening, moving, or closing of clinics within assigned area. Coordinates with RCMs/ACMs/Fiscal and QIT on space design and/or other environment of care factors.
• Communicates and collaborates directly with RCMs/ACMs to assist with opening, moving, and closing of clinics for assigned customers.
• Utilizes FOH/PSC branding as directed.
• Collaborates with AEs and other CHS SMEs in the creation of IAA, SOW, and funding documents for customer agencies according to federal regulations and demonstrates familiarity and working knowledge of the same.
• Reviews SOWs in consultation with FOH subject matter experts, accurately reflecting the customer's needs and FOH's ability to fulfill those needs. Develops accurate Work Orders, ensuring they are published and distributed to relevant service delivery units.
• Demonstrates a thorough understanding of the breadth and range of the clinical health services offered by FOH.
• Identifies appropriate occupational health services based upon accurate assessment of customer needs.
• Represents FOH in accordance with the agency's mission and values.
• Responsible for the overall management and coordination of the work required under the interagency agreements within area of responsibility including but not limited to familiarity with the customer agency directives, policies and operations and bridges the agency mission to the FOH services provided. Works with RCMs/ACMs to manage outreach activities and consultations, including verification of funding prior service provision.
• Serves on review panels or workgroups for issues with subject matter expertise.

Administrative (Business/Management)

• Prepares and completes SOWs in partnership with the AEs according to FOH policy and SOP. Ensures the right people are involved and that the documents accurately reflect the customer's needs and FOH's ability to meet those needs.
• Prepares WOs in consultation with FOH SMEs including the Medical Director and RCM/ACM to ensure documents accurately reflect the customer’s needs and FOH’s ability to fulfill those needs.
• Works with the RCMs on all contract related issues for staffing, services, and equipment.
• Provides agency information in support of improvements to vendor contracts that best serve the interests of FOH.
• Makes sure cost recovery is monitored and reported to the CHS Director for assigned customer agencies.
• Ensures cost recovery by developing and reviewing Service Plans carefully to verify that all cost estimates are accurate and account for all services to be provided. Responsible for the oversight of the monthly charge QA for assigned customer accounts.
• Develops and prepares agreement scopes for new business and annual agreement scope preparation for assigned existing customer agencies in collaboration with the AEs.
• Collaborates with AEs on fiscal/budgetary issues. Helps develop and achieve metrics related to cost recovery.
• Collaborates with fiscal team to ensure that notification is provided to the CHS Director, Chief of Clinics, and the CHS Business Operations Manager when customer agencies lack sufficient funding for requested services.

Staffing and Reporting Relationships

• Follows HHS and FOH policy regarding the management and security of PHI and PII. Protects confidential and proprietary financial documents, including contract pricing and FOH internal cost rates.
• Completes HHS and FOH mandated training on schedule.

Technology

• Demonstrates high level of proficiency on all technology utilized by FOH including and not limited to: (STM, CRM, FH, etc.) Participates in all required FedHealth training and assists with implementation as directed.
• Utilizes Customer Agreement Management (CAM) tool to maintain current and relevant customer information.
• Updates CAM system with current customer information within 48 hours of receipt.
• Utilizes reports from designated IT system to track medical exams and reviews to monitor service delivery to customer and provide reports as requested.
• Performs all FOH associated tasks on Government Furnished Equipment. Documents customer interactions in FOH Customer Relationship Management (CRM) tool. Ensures data are accurately entered and managed within the FOH CRM system.

Strategy

• Primarily responsible for the customer experience as it relates FOH's performance of clinical operations. Reports significant issues to the AEs and relevant FOH counterpart’s any and all customer complaints, significant safety events, staffing and/or other contractual issues, site closures or new business requests to the CHS Business Operations Manager.
• Takes the initiative to solve service delivery issues affecting the customer while keeping the AE informed.
• Reports any site specific issues to the RCMs for resolution. Provides weekly status on issues in the assigned agency portfolio that affects the RCMs.
• Uses the consultative approach to identify customer needs and to determine the most appropriate service options in conjunction with SME in the respective CHS (or other FOH) service area.
• Works collaboratively with other FOH service and administrative areas to achieve desired customer outcomes.
• Facilitates efforts among other FOH service areas to ensure the customer is fully satisfied with the FOH experience.
• The CAMS regularly review services provided to identify any gaps in medical oversight that require corrective action in addition to cross-sell and up-sell opportunities that will benefit the customer.
• Comprehensive customer knowledge related to operational issues and facilitates proactive measures that demonstrate quality improvement to customer.

Governance

• Has sufficient knowledge of FOH governance and complies with all applicable FOH policies and procedures. Participates in FOH Committee Meetings as required.

Metrics

• Takes responsibility for tracking and reporting metrics related to service delivery and value to customers. Aggregates raw data into standardized reports on clinic quality and service delivery to assigned customer agencies and presents to CCS and CHS Director.
• Identifies customer specific metrics to improve the efficiency of service. Ensures reports and other deliverables are completed on time and meets agency’s needs.
• Identifies goals and outcomes related to the agency needs; establishes realistic schedules with measurable tasks to ensure the work stays on track.
• SUBMIT WEEKLY PRIORITY REPORTS TO THE CHS BUSINESS OPERATIONS MANAGER AND CCS.