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Patient Engagement Manager

Reports To: Chief Executive Officer

Department: Operations

FLSA Status: Exempt

Salary Range: $75,000 - 85,000 Annually

Position Summary

The Patient Engagement Manager monitors & provides accountability to the patient engagement specialists and the patients in treatment embarking on their road to recovery. This individual is the main staff point of contact for all patient engagement specialists, including intake PES and patients, carrying out activities ranging from light fitness classes to daily lectures on topics pertinent to recovery; monitors patients regularly, resolving conflicts and responding to critical situations and interacts regularly with other clinical staff to aid in the recovery process and daily cleaning of building. This position ensures that Intake PES are helping patients feel safe and supported during intake and admission.

Essential Duties and Responsibilities

• Embody the company?s values and mission statement
• Supervise all Patient Engagement Specialists, including Intake PES
• Host and schedules interviews for patient engagement specialists and Intake PES
• Provide training for all new patient engagement specialists
• Provide training to Intake PES on all intake/admissions activities
• Provide daily work schedules for all patient engagement specialists and Intake PES
• Monitor productivity of patient engagement specialists
• Monitor admissions & intake activities and processes
• Ensure all Patient Engagement Specialists and Intake PES are covered
• Track patient engagement process and provides feedback and guidance
• Provide feedback and guidance for Intake PES
• Ensure Patient Engagement Specialists and Intake PES properly document
• Host monthly staff meetings for all Patient Engagement Specialists/Intake PES
• Enforce and inform policies and procedures
• Schedule transportation for patients
• Provide time management supervision for all patient engagement specialists and intake patient engagement specialists.
• Ensure Patient Engagement Specialists are monitoring meals in dining room, including enforcement of portion control and putting aside plates for those not feeling well enough to physically attend meals.
• Ensure Patient Engagement Specialists are leading patients in light daily fitness classes
• Ensure Patient Engagement Specialists are leading enrichment activities including guided meditation, community building and free time
• Ensure Patient Engagement Specialists are attending & monitoring enrichment activities with outside vendors
• Ensure Patient Engagement Specialists are facilitating any non-therapy group as assigned by daily program schedule
• Ensure Patient Engagement Specialists are monitoring patient movement and maintain presence in all patient areas
• Lead community meetings to discuss various aspects of treatment & to resolve potential conflicts between patients
• Ensure Patient Engagement Specialists are specializing in one-on-one patient engagement and retention tactics
• Ensure Patient Engagement Specialists are attending & supervising trips to off-campus 12-step recovery meetings as assigned by meeting schedule
• Ensure patient engagement specialists are monitoring patients at all times, diffuses conflicts, ensures patient compliance with treatment protocol, and involves other clinical staff as necessary
• Ensure Patient Engagement Specialists are performing daily facility cleaning duties as directed by daily cleaning checklists
• Ensure Intake PES are greeting new patients with care and professionalism, ensuring all intake forms, identification, and documentation are completed thoroughly, maintaining HIPAA compliance and confidentiality protocols
• Ensure Intake PES are escorting patients through each step of the intake process and ensuring all personal belongings are logged appropriately
• Perform all other tasks as assigned by supervisor
• Work as a highly dependable, independent member of the treatment team
• Be a committed team player willing to learn new skill sets

Supervisor Responsibilities

• This position has supervisory responsibilities for all Patient Engagement Specialists and Intake Patient Engagement Specialists

COMPETENCIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Intellectual

• Read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents
• Write speeches and articles for publication that conform to prescribed style and format
• Think strategically to solve complex problems with creative solutions

Interpersonal

• Possess excellent communication skills to disseminate information, provide direction to staff, and interact with patients in a highly engaging fashion

Leadership

• Lead by example for the Patient Engagement Specialists and Intake Patient Engagement Specialists on how to properly enact patient engagement strategies
• Maintain composure during high-stress situations
• Possess a customer service mindset

Organization

• Track all patient engagement tasks for accurate and on time completion
• Properly build a staffing schedule to ensure staff coverage
• Complete all patient engagement manager tasks as stated in policy and procedure
• Prioritize tasks properly in a high intensity environment

Self-Management

• Keep self-organized and prioritizing tasks properly
• Language, Math, and Reasoning
• Possess excellent communication skills and grammar
• Write emails and memos in a clear and concise manner
• Possess quantitative reasoning to estimate timelines
• Possess basic math skills (addition, subtraction, multiplication, division)