Program Manager, Clinical Support Systems-Clinician

POSITION SUMMARY

The Clinical Support Systems (CSS) team supports evidence-based, person-centered pharmacological and psychosocial interventions for individuals with serious mental illness (SMI), including those with schizophrenia, bipolar disorder, and recurrent major depression. The team provides a virtual resource center for clinicians and others caring for those with SMI, including physicians, nurses, psychologists, social workers, pharmacists, peer support specialists, administrators, psychiatric technicians, and others that is sponsored by private or government entities. The CSS provides accredited, evidence-based education, vetted resources and interactive tools, clinical communities, psychopharmacology and other treatment Centers of Excellence, and on-demand consultation to enhance service delivery for the population with SMI.

The Program Manager manages the day-to-day functions required of the initiative or set of initiatives and is responsible for meeting the requirements and due dates of those initiatives which they oversee. The Program Manager is responsible for the management of faculty and vendors who deliver live and on-demand education, develop resources and interactive tools, manage clinical communities, develop and maintain centers of excellence, and respond to consultations and helpdesk tickets. The Program Manager is responsive to the needs of the funder including tracking needs and development of new, previously unidentified, assets. The Program Manager will often be the front-line communicator to those internal and external customers and will liaise with other APA divisions to realize the mission of the initiative. The Program Manager may liaise with project teams from external organizations with whom APA is partnering on the initiative(s). The Program Manager will be responsible for tracking of finances allotted to aspects of the initiative(s).

DUTIES & RESPONSIBILITIES

• Administrative oversight of the initiative(s) managed

• Knowledgeable of all requirements of the initiative(s)

• Develop and maintain detailed timelines and project plans

• Act as the liaison to the Association divisions relevant to the work scope

• Act as the liaison to the Funder(s), if applicable

• Act as liaison to partner organizations and high-level clinical leaders, ensuring their engagement with the project is seamless and high impact

• Lead regular meetings and conference calls as required or needed by the initiative(s), tracking assigned tasks and ensuring completion in a timely manner

• Draft Requests for Proposals (RFPs) and participate in screening and interviewing of vendors

• Develop and manage contracts and contract amendments for engaged vendors and faculty, working closely with General Counsel’s office

• Track and process invoicing and burn-down rate of finances for engaged vendors and faculty

• Provide written reports and oral presentations of progress, as required and as requested

• Regularly update the Senior Director on progress, and come with possible solutions to barriers

• Provide excellent customer service to project end-users (e.g., Funder, clinicians, APA members), which may include troubleshooting technical issues, providing relevant content, and implementing system changes to be responsive to customer needs.

• Work with the data analyst to ensure data management, visualization, and data reporting is reliable, informative, and meets requirements of the initiative(s)

• Lead all aspects of planning and implementation off-site trainings/meetings/conferences

• Product oversight of the initiative(s) managed:

• Manage engaged vendors and faculty to meet their Statement of Work

• Provide clear and constructive feedback to vendors and faculty as they progress through their Statement of Work

• Review deliverables developed for the initiative(s); work through edits; ensure alignment with initiative(s)’ goals, APA mission/brand, and the evidence-base; ready them for marketing and distribution

• Work closely and collaboratively with the APA Compliance Team to ensure education developed meets Joint Accreditation standards

• Monitor the education catalog to ensure access and delivery of education developed

• Ensure education to be delivered live is well rehearsed and then manage the live delivery

• Manage systems that deliver assets (e.g., consultation system, website, smartphone apps); ensure they are user friendly and changes are implemented as needed

• Leverage clinical skills and experience to manage specific tasks that would benefit from that knowledge

• Communicate effectively with clarity, credibility, and timeliness

• Collaborate with specific departments within the APA, including but not limited to, Education, General Counsel, Communications, Meetings, IT, APPA on key aspects of the initiative

• Communicate and works seamlessly with the Team’s other members

• Foster a OneAPA culture by maintaining high-trust, aligned relationships across the Association

• Performs other duties as assigned

• Flexibility will be needed in work hours related to the federal and state contract and grant requirements

COMPETENCIES

The Program Manager’s performance on these duties and responsibilities will be measured using the following competencies:

SCOPE & IMPACT

The scope includes managing an initiative or set of initiatives that are high-profile and must best represent APA and the Funder and meet the requirements of the initiative.

• Performs tasks that significantly impact the program and require the ability to gather, organize, verify, compose, and/or analyze established concepts, policies, and procedures to complete several multistep functions

• Responsible for specific daily activities for a body of work

• Responsible for a set of tasks that requires clinical expertise

• Demonstrates proficiency in the use of specialized skills and techniques

• Success is frequently measured by completing a complex set of tasks and demonstrating complex and nuanced individual and group work environment behaviors

COMPLEXITY, PROBLEM SOLVING & DECISION-MAKING

In response to needs identified by the Funder(s), the Program Manager applies knowledge of mental health and the needs to improve knowledge and skills to improve care to ensure a quality product representative of APA and to meet the needs of the Funder of the initiative(s).

• Exercises judgment to establish and implement project SOPs to meet guidelines

• Must demonstrate sound decision-making in a range of situations

• Leverages clinical knowledge to impact deliverables

• Has authority to make decisions relevant to day-to-day operations for which there is an established SOP

• Identifies complex problems and issues. Designs and implements solutions with management approval

• Recognizes out-of-scope problems and escalates them to the appropriate level

RELATIONSHIP MANAGEMENT & AUTHORITY

The position requires consistent interaction with key internal APA leadership as well as outside experts, including leadership of national mental health care organizations. These relationships take considerable nurturing, including skillful guidance to get deliverables completed on-time and on-brand. The Program Manager is an outward facing representative of the contract.

• Relationships span levels internally and externally and center on collaborative work efforts

• Has regular contact with outside partners and organizations

• Has extensive contact with management, staff, and colleagues across departments to identify, learn, explain, and report on key issues, trends, and challenges

• Uses diplomatic skills to obtain trust, cooperation, and understanding in order to resolve more complex problems

• May represent the organization as a liaison to APA governance and other external coalitions and audiences with guidance from supervisor

ORGANIZATIONAL KNOWLEDGE

These initiatives represent APA and requires weekly collaboration with a number of Divisions of the Association. Successful collaboration takes both knowledge of and respect for the Association.

• Demonstrates a full understanding of the work or Team's relationships and responsibilities within the Association

• Demonstrates a thorough working knowledge of policies, procedures, and terminology of the related department/field

SUPERVISION

• Coaches and mentors junior level staff

REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS

• At least 5 years of experience in project management

• Clinical degree relevant to mental health (e.g., social work, nursing, psychology, pharmacy, psychiatry, counselor)

• Excellent oral and written communication skills

• Self-motivated, able to work independently, as well as in multi-disciplinary teams

• Curious to learn and to grow in the position

• Evidence of managing high-performing remote teams, fostering collaboration and achieving results through effective communication, goal setting and performance management strategies

• Demonstrated track-record of tracking complex organizational tasks with excellent attention to detail, to produce high-quality and error-free content

• Skilled in organizing resources and establishing priorities while managing multiple deliverables across concurrent timelines

• Ability to gather data, compile information, write reports, and effectively and efficiently communicate outcomes and next steps (both in written and oral form)

• Excellent problem-solving skills

• Proficiency with online collaboration and project management tools (examples include: Smartsheet, MS Teams, MS Project, Zoom). Familiarity with online database and analytics tools (WordPress, SQL, Google Analytics, Salesforce) a plus. Familiarity with learning management systems a plus.

• Proven ability to design, develop and implement effective online learning experiences using various digital platforms and tools

• Demonstrated knowledge of accreditation standards a plus

• Mental health/psychiatric systems/state hospitals understanding a plus

EOE, Including Disability/Vets