Durham Exchange Club Industries, Inc. · 1 month ago
Patient Escort Program Manager
Durham, NC
Full-time
Onsite
Senior Level
$60K/yr - $78K/yr
5+ years expDurham Exchange Club Industries Inc is overseeing vocational rehabilitation services for adults with disabilities at the Durham VA Medical Center. The Patient Escort Program Manager will administer the Patient Escort Federal contract, ensure compliance with regulatory requirements, and supervise staff to maintain high standards of service delivery.
LogisticsNon ProfitPackaging Services
No H1B
U.S. Citizen Only
Responsibilities
Administer and oversee the Durham VA Medical Center Patient Escort Federal contract
Provide supervision and oversight of the Patient Escort Assistant Manager, Patient Escorts, Dispatchers and Lead Escort/Supervisor(s) to ensure contractual and regulatory requirements are understood and upheld at all times
Maintain key relationship and act as the primary liaison with Durham VA Contracting Officer’s Representative (COR)
Act as primary point of contact for the COR and other members of contract management at the VA by responding promptly to emails and informational inquiries. Research and thoroughly investigate concerns and issues pertaining to quality and service delivery
Responsible for all administrative actions related to the contract including quality data gathering, reporting, payroll, escort benefits, and scheduling
Initiate and review all documentation (background investigation requests, payroll forms, pay and vacation allotments, benefits records, service notes, etc.) for accuracy of information and process. Monthly reporting to Manager, administration, and HR, on all pertinent activities. Reporting to Contract Rep at the VA as required
Accountable for overall contract performance and VA customer satisfaction as measured by meeting needs, expectations and QASP. Monitor and report on quality following the DVAMC QASP per the contract
Interact with nursing and other support departments to ensure the quality and timely delivery of service to patients, physicians, visitors and staff
Resolve problems with the assistance of the Patient Escort Assistant Manager related to patient, visitor, staff or employee complaints about Escort Services and recommend and participate in the solution of on-going problems or trends
Identify DECI service delivery problems and oversights, conduct research, resolve or make recommendations to resolve problems, utilizing other DECI members of management and the Program Services Director to make informed and impactful decisions
Make routine decisions based on conclusions for which there is precedent. Consult with the Program Services Director or administration on complex issues not easily evaluated or issues for which there is no precedent
Help your staff establish work priorities. Oversee implementation of trainings and quarterly meetings with Escorts and Dispatchers
Oversee future planning and projects related to the Escort program, monitor staffing needs, and host as-needed video conferences/in-person meetings with VA management and COR
Meet regularly with the Program Services Director to provide updates and discussion on current performance measures and needs
Compile and submit previous months data related to Patient Escort Key Performance indicators to the COR by the 5th business day each month
Complete screening and hiring process for new escorts. Ensure proper benefits enrollment and facilitate communication with benefits providers
Meet with the Patient Escort Assistance manager to discuss training and performance needs to ensure the accurate and reflective recording of performance data
Always be aware of workplace safety and immediately report any unsafe working conditions using the proper channels within the VA
Responsible for all documents, files and reports, ensuring their compliance with established standards. Must ensure that all paperwork is kept up-to-date by you and all staff under your area (including notes and treatment summaries)
Responsible for ensuring implementation of VA required practices, DECI business practices, Patient Escort Handbook requirements, as well as ensuring the department is meeting and maintaining quality control standards
Assure rehabilitation programs for individuals served are being followed and guide Escort Supervisor in doing the same
Supervise “Associate Professionals” and/or “Paraprofessionals” as defined by MH/DD/SA and maintain necessary documentation of supervision
Comply with all applicable rules, requests, and regulations of DECI, CARF, Division of Employment and Independence for People with Disabilities and area Mental Health
Maintain all trainings and certifications required by Medicaid
Maintain effective and professional communication with persons served, parents, advocates, sponsoring agencies, Contracting Officer’s Representative, VA staff, DECI staff, and DECI administration
Seek out accommodations and or assistive technology necessary to optimize vocational achievement
Act as a liaison between the staff and the Program Services Director
Train and monitor professional development of staff
Initiate plans to support staff training and increase morale
Perform and submit yearly staff evaluations
Able to work alternate shifts for coverage needs, including nights, weekends, and holidays
Able to be on call on a rotating basis at night and on weekends
Other duties as assigned
Qualification
Required
Minimum four-year college degree in related field (psychology, rehabilitation, counseling, education, public administration, etc.) and a minimum of five years of successful supervisory experience in a related position
Five years successful work experience in a related industry, supervisory experience
Ability to become certified in behavior intervention techniques (NCI)
Strong analytical and organizational skills as demonstrated by past job performance. Ability to collect, organize and analyze information
Excellent communication skills and ability to work cooperatively and effectively with people of all levels
Good writing skills and proper use of grammar
An understanding of basic behavior modification and task-training techniques
An understanding of confidentiality and the rights of people with disabilities
Excellent organizational skills. Must be able to schedule and prioritize assignments and juggle multiple tasks
Minimum of a four-year degree and must have combination of education and experience to be considered a 'Qualified Professional' under the MH/DD/SA definitions
Problem-solving and organizational abilities as evidenced by past experience and high degree of judgment and ingenuity required in dealing with complex factors not easily evaluated
Experience with, and commitment to the vocational rehabilitation of individuals with disabilities
Excellent analytical, organizational, leadership and managerial skills. Initiative and responsibility to deadlines and job demands will be important. Flexibility to adapt to varied requests & interrupted schedules
Excellent communication skills, ability to work cooperatively with all levels of individuals. Ability to provide conflict resolution and remain unbiased
Knowledge of rehabilitation programs/resources, community resources, support service agencies and applicable industry & government regulations
Must be able to pass a federal background check
Fluency in English language to facilitate communication with individuals with disabilities
Valid 'Real ID' driver's license is required for this position
Must have reliable transportation
Good computer skills with Microsoft Word and familiarity with Microsoft Access needed
U.S. Citizen or U.S. work qualification
Preferred
Master's degree preferred
Occasionally, may be called to support staff who are working nights and weekends
Company
Durham Exchange Club Industries, Inc.
DECI is a private, non-profit corporation operating a community-based vocational rehabilitation program.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase