Service Coordinator Supervisor

Company name: PCA Care Connections

Title of position: Service Coordinator Supervisor

Position type: Full Time

Pay range: Internal Promotion

• Medical, prescription drug, vision, and dental coverage
• Flexible spending plan (health and dependent care)
• EAP, life insurance, short- and long-term disability insurance
• Pre-tax commuting, and parking benefits
• Annual paid time off and vacation are based depending on tenure.

DEFINITION: The Service Coordinator Supervisor (SCS) is responsible for the supervision of a defined number of Service Coordinators (SC) to ensure they understand and adhere to all requirements of PCA CC and the Managed Care Organization (MCO). This position involves thorough knowledge of the MCO’s contractual standards and expectations and the ability to assure Service Coordinator compliance, productivity, and quality service. The SCS maintains professional relationships with multiple stakeholders, especially the MCO. SCS reports to either Assistance Director (AD) or Deputy Director (DD).

QUALIFICATIONS:

Education:

• Master’s degree in Social Work, human service or healthcare field.
• Commitment to obtain either a Pennsylvania Social Work or mental health professional license within one year of hire.

Experience:

• Three years of social service or health care experience, including at least one year of supervisory experience in a social service or health care setting.

Professional Characteristics/Skills:

• Well organized and detail oriented with high energy level; able to manage a variety of tasks simultaneously
• Excellent interpersonal and communication skills
• High degree of flexibility
• Demonstrated leadership potential.
• Strong problem-solving skills.
• Strong computer skills

Additional Requirements:

• Must maintain a valid drivers’ license, good driving record and access to a fully insured car.
• Drug testing required
• Pre-employment physical
• Second language abilities preferred

DUTIES AND FUNCTIONS:

• Provides direct supervision of designated Service Coordinators including orienting, training, evaluation, professional development, and performance management.

• Understands and assists Service Coordinators to adhere to all performance and productivity requirements and standards of PCACC and MCO.

• Utilizes and assists SCs with use of MCO information systems, HHAeXchange, and EIM for critical incidents.

• Assures SC understanding and delivery of person-centered care.

• Provides back-up supervision of other team(s) or SC(s) in the absence of other SCS(s).

• Regularly reviews assessments to assure appropriateness of care plans, compliance with MCO timeframes, documentation requirements, and identifies areas of improvement in SCs’ work.

• Utilizes management reports and metrics to monitor individual staff timeliness and quality with assessments, contact requirements, and documentation.

• Identifies trends and works with team on compliance issues.

• Organizes work of team to ensure compliance with contractual requirements.

• Understands MCO audit requirements and works with team to meet or exceed set compliance rate. Develops corrective action plan if needed.

• Communicates regularly with MCO regarding cases. Provides prompt, complete responses

• May participate in special programs or projects

• May conduct service coordination responsibilities such as comprehensive assessments or monitoring activities if necessary to achieve team compliance.

• Adheres to MCO supervisory requirements including timeframes and documentation.
• May participate and/or coach SC to participate in Pennsylvania Health and Wellness Interdisciplinary Teams

• Identifies training needs of staff and provides or arranges.

• Participates in continuous quality improvement including peer review.

• Assists with recruitment and hiring of service coordinator staff in conjunction with business partner.

• Authorizes Paid Time Off for team

• Participates in and adheres to National Committee for Quality Assurance accreditation standards.

• Other duties as assigned.

PERFORMANCE EXPECTATIONS:

Examples of performance measures:

• Satisfactory MCO monitoring reports for team
• Satisfactory PCACC monitoring reports for team
• Satisfactory participant satisfaction surveys
• Stability, satisfaction of staff

CUSTOMERS:

• MCOs
• Participants of Community HealthChoices
• PCACC staff
• Service Providers

GRADE: 18