Operations Manager, Medical Social Work

Job Summary:

Ensures effective client care by guiding and providing feedback to their team on psychosocial assessments, diagnostic impressions, and interventions for various client groups. Implements and instructs on best practices for assessments, incorporating functional and financial factors to develop individualized care plans and address social service needs. Mentors the team in empathetic communication with patients and families, ensuring a supportive treatment experience. Contributes to the development of service plans and oversees the application of evidence-based referral standards, ensuring effective information sharing with providers. Manages a caseload of patients, reviewing treatment plans, overseeing complex cases, evaluating caseload trends, reallocating resources, and analyzing outcomes for improvement. Ensures compliance by interpreting guidelines and training teams on regulatory adherence and documentation processes. Drives program development by implementing new programs, making strategic adjustments, and building systems for outcome management while coaching the team on program enhancements.

Essential Responsibilities:

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.
• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.
• Ensures effective client care by providing guidance and feedback to their team providing psychosocial assessment, diagnostic impressions, interventions with individuals/couples/families/groups, and prevention of psychosocial dysfunction/disability/impairment including emotional/mental/behavioral disorders; implementing and providing guidance to team on best practices for conducting psychosocial assessment, including functional status and financial resources to develop an individualized care plan, determine interventions needed, and discuss social service needs; mentoring team on communicating with patients, members, or families to share results, discuss social work and treatment plans, provide resources, and answer questions with empathy and support; participating in the development of social work service plans and ensuring high-quality member/patient care experience and service across teams; and providing oversight on the application of evidence-based standards in the referral of services for member/patient referrals and implementing standards for sharing information with providers.
• Manages the care of a caseload of patients by reviewing and providing feedback on patient treatment plans to support quality care and cost effective outcomes, potentially providing oversight of frontline case management practices and handling escalated or complex cases, reviewing caseload trends and reallocating resources to balance demands, and evaluating outcomes for service improvement.
• Manages compliant services by interpreting organizational, state, and federal guidelines as well as regulatory policies, standards, and procedures, and providing guidance across teams on to ensure compliance, consulting with Compliance when necessary; and supervising unlicensed team members and implementing processes to guide team on written and electronic documentation, records, and reports according to department, federal, and state regulations.
• Drives program development and management by providing guidance, feedback, and best practices to ensure quality and effective social work programs and managing the implementation of new programs across teams, implementing adjustments to improve impact of services; and contributing to building systems and processes for outcome management as well as coaching team on recommending and implementing improvements to social work programs or protocols.