STGi is currently seeking a Clinical Agreement Manager-RN to support the Federal Occupational Health (FOH) Headquarters office in Rockville, MD.
JOB SUMMARY:
The Clinical Agreement Manager (CAM) is a trained clinical healthcare or management analyst who has customer service experience provider who serves as FOH health services Subject Matter Expert (SME) and trouble shooter for the implementation and ongoing provision of services to FOH agency customers. Duties include providing or arranging for resolution of questions, concerns, and complaints from agency customers directly related to the provision of clinical services. The CAM collaborates with other CHS staff members including Account Executives (AEs), Regional Clinic Managers (RCMs), Area Clinic Managers (ACMs) and Agreement Manager Assistants (AMAs). CAMs partner with the AE for customer facing responsibilities. Key player in strategic meetings with customers. Fundamentally responsible for operationalizing new business or changes to existing business. The CAMS support FOH’s Strategic Narrative and customer agency’s vision, goals, and values.
ESSENTIAL FUNCTIONS:
Clinical
The Joint Commission (TJC) – Quality and Safety
- Must possess a working knowledge of TJC Standards for ambulatory care and how they are applied during service delivery formulation.
- 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.
- Communicates and collaborates directly with RCMs/ACMs to ensure clinics are equipped with adequate numbers of staff members with required security clearances for assigned customers in response to new requests for services, or increases to existing services.
- 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.
- Plays a key role in ensuring that the clinical content of the IAA and SOW reflect the appropriate clinical needs and scope of FOH services.
- 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.
- Ensures WOs are accurate so that services can be performed according to the IAA/SOW/WOs.
- Addresses problem areas, develops and recommends innovative solutions for logistically challenging scenarios.
- Participates in routine or ad hoc reports for data calls or per customer request as directed.
- Serves on review panels or workgroups for issues with subject matter expertise.
Administrative (Business/Management)
Procurement
- 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.
Cost Recovery
- Monitors and reports on cost recovery to 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.
- Responsible for the development of 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
Customer Service
- 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.
- Demonstrates knowledge of occupational safety and health principles. 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 with other FOH service areas to ensure the customer is fully satisfied with the overall “FOH experience.
- Gathers ongoing customer feedback and makes suggestions to service areas that may improve customer satisfaction.
- Demonstrates experience in all aspects of customer management, including customer site visits and teleconference meetings, and documents them in the FOH Customer Relationship Management system. Manages
the operational needs of complex customer accounts that require a high degree of interaction. Assigned to a specific customer(s), region, and/or program to lead a proactive, consultative customer response for the services that are provided.
- Participates with AEs in planning, developing and implementing strategic program and business goals specific to the customer agency, and aligned with the FOH Strategic Narrative.
- Coordinates with ACMs to resolve customer service issues. Understands the FOH Strategic Narrative and customer agency’s goals, vision and values in order to enhance performance and value to the customer. Promotes FOH services that improve agency comprehensive programs.
- Participates in face to face meetings and conference calls with customers as requested.
- Develops agency contacts and cultivates relationships at all levels to enhance FOH's position, culminating in increased business within the designated book of business.
- Works collaboratively with other FOH service and administrative areas to achieve desired customer outcomes and total customer solutions.
- 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.
- Submits weekly progress reports and ensures data are accurate. Ensures that data are accurately entered and managed within the FOH CRM system.
- Obtain reports from current Information System and Customer Satisfaction Surveys (CSS) to ensure customer deliverables as related to service quantity and quality is being met.
Required Skills
REQUIRED EXPERIENCE AND SKILLS:
Minimum Requirements/Knowledge/Skills:
- At least 5 years’ experience actively working in an Occupational Health Center or related field such as public health/community health, exercise physiology, health promotion.
- Strong communication, relationship building and influencing skills.
- Ability to prioritize according to business strategy and relate solutions to specific situations and needs.
- Proven ability to interpret and communicate information into business language and vice versa.
- Ability to work well with diverse, inclusive, multinational teams, with proven ability to influence others to achieve positive outcomes.
- Strong client service focus.
- Must have a can-do, positive attitude and build constructive working relationships.
- Must demonstrate leadership, communication, and organizational skills along with the ability to problem solve.
- Experience of working in an organization with a complex geographical structure and context.
- Excellent communication skills verbal and written with experience drafting agreements and proposals. Ability to make effective presentations to achieve desired outcomes.
- Proficient in Microsoft applications, basic computer and website use.
- Excellent writing skills with experience in drafting statements of work or operational proposals.
- Ability to make effective presentations to achieve desired outcomes.
- High proficiency in Microsoft Office software including Outlook, Word, Excel and PowerPoint.
Required Experience
REQUIRED EDUCATION:
Minimum Education Requirements/Certification/Licensure/Experience:
- Must possess full, active, current and unrestricted licensure as a licensed Registered Nurse in a State, Territory or Commonwealth of the United Sates, or the District of Columbia.
- Must be a graduate of an accredited school of nursing. BSN degree is required.
- Master’s degree in Nursing, Leadership or Business preferred.
- RNs with at least 5 years of Nursing experience preferred.
- Current CPR/AED for Health Care Professionals certification
WORKING CONDITIONS/PHYSICAL REQUIREMENTS: N/A
DISCLAIMER
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Pay rate: Starting at $45/hour
STGi is a workforce solutions company providing comprehensive healthcare delivery, Head Start and management consulting services and human capital solutions help our clients. Our services and solutions help our clients sustain and enhance their operations to better accomplish their mission.
STGi offers a competitive benefits package which includes Medical, Dental, Vision, 401k with company match and a generous PTO policy.
STGi is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
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