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The Integrated Care Management Program (iCMP) is a Primary Care practice-based care management/care coordination program. It is an innovative program that focuses on improving the health of high-risk medically, psychiatrically, and/or psychosocially complex patients. The iCMP Navigation Manager is a critical and analytical thinker who acts as an integral part of the MGH iCMP team. He/she/they will be a leader in the development of a community health work and resource navigation teams across MGH iCMP. Reporting directly to the iCMP Clinical Director, this role collaborates with staff and leadership to enhance the delivery of patient care services along the continuum of care and across multiple social sectors. This role manages a team of Community Health Workers (CHW), who provide direct care to help high risk patients access community resources, navigate the healthcare and social service systems, and provide direct care coordination and health coaching to alleviate the impact of chronic disease. Additionally, this role is responsible for managing a team of Community Resource Specialists (CRS), who identify and connect high patients enrolled in the iCMP to resources in the community to address social and structural barriers patients face in receiving care and achieving optimal healthcare outcomes. The position contributes to the development and process improvements to strengthen the CHW and CRS programming within the iCMP and is a key member of the interdisciplinary management team.
This position is responsible for the human resources management and quality improvement initiatives for the CHW and CRS teams in the iCMP. This position will manage and provide direct supervision to the iCMP CHW Team Lead and iCMP CHW staff, as well as the iCMP CRS Team Lead and iCMP CRS staff.
Principal Duties and Responsibilities:
• Management, ongoing support, and direct supervision of 15 FTE across the CHW and CRS teams.
• Recruiting, hiring, orienting, and ongoing and yearly performance evaluations for all CHW and CRS employees.
• Manage payrolls, schedules, leaves, and coverage, track staff earned time/planned time of and unscheduled time off.
• Run both CHW and CRS team staff meetings.
• Responsible for contributing to the strategic vision and management of scope of iCMP CHW and CRS roles consistent with any evolving programmatic mission and goals.
• Create policies and procedures related to the CHW/CRS teams and oversee the implementation.
• Work with staff to identify opportunities to improve workflow and operations and implement new initiatives as necessary.
• Liaise with MGH Community Health and Equity Department to offer the iCMP CHWs a professional home to ensure that iCMP CHW and CRS teams remains represented, professionally well supported, and has access to adequate onboarding, orientations and opportunities for professional development and continuing education.
• Create and strengthen relationships with internal and external key stakeholders.
• Responsible for implementing on the strategic vision of the ICMP and related stakeholders at MGH and MGB.
• Data management for analysis of programmatic outcomes and evaluation.
• Participates in iCMP/Mass General Brigham Population Health meetings, case reviews, and the program’s Quality, Equity and Safety initiatives.
• Promote a culture of safety and contribute to an equitable, just, and diverse work environment where patients, families and employees thrive
Collaborate with iCMP leadership to:
• Foster well-functioning interdisciplinary teams with high levels of professional team skills and cross team communication.
• Identify opportunities for CRS outreach and referral work optimization.
• Stay up to date with local and federal policies that affect this work; educate and inform staff and leadership.
• Advocate for CHW and CRS teams and escalate opportunities for program improvement to team leadership.
Supervisory Responsibility:
• 15-20 FTE
Working Conditions:
• Hybrid model with ability for remote work. some local travel requiredQualifications:
• Bachelor’s Degree required, Masters preferred with demonstrated experience and program development, human resource management, and data management.
• Minimum 5 years of experience with social service agencies and/or community resources.
• Prior healthcare industry experience required; Hospital experience preferred.
Skills/Abilities/Competencies Required:
• Advanced knowledge of social and community-based programs that address patient health-related social needs
• Program development and improvement skills.
• Strong interpersonal skills, ability to work within a complex matrix environment and interdisciplinary teams.
• Ability to work independently with minimal supervision.
• Strategy and goal development skills.
• Demonstrated organizational and time management skills.
• Strong oral and written communication skills.
• Data assessment skills
• Microsoft Suite intermediate skills.
• Social, economic, and cultural awareness.
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