Population Health Complex Service Manager

Empower. Unite. Care.

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

About NYC Health + Hospitals

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The Population Health Complex Service Manager, reporting to the Director of Complex Care Management /Social Determinants of Health, will be responsible for researching, planning, organizing, and implementing relationships and activities that will support the MetroPlusHealth membership to maximize their health outcomes through improvement in social determinants of health status. These determinants include but are not limited to; housing stability, food security, social engagement, health literacy, training, education, and retained employment, and access to healthcare. This role will bring thought leadership and structure to the organization’s approach to meeting member needs in the realm of population health driving clinical evolution of members in targeted neighborhoods through social support and change. The individual in this role will have the skill set to deliver individual projects, as well as govern multiple, streamlined complex projects through management of relationships, partners, colleagues and employment of standardized tools and practices.

Job Description

• Conduct periodic member community focus groups to identify membership’s perception of needs.
• Research and identify internal and external barriers/social root cause that impact members’ ability to achieve optimal health and wellness.
• Research existing, and keep abreast of new, community based, grass roots, governmental, health, and other resources available in the assigned communities that could benefit members’ ability to improve health outcomes.
• Establish and maintain collaborating relationships with identified organizations for member access and benefit.
• Participate in direct member outreach and engagement as needed.
• Design and implement interventions, applying data analytics, surveys, observations, and focus groups, addressing the priority social determinant needs of the community.
• Make, community-based field, hospital, and other visits as needed to address social issues impacting health outcomes.
• Participate in and/or lead MetroPlusHealth and external community activities, work groups and committees to promote availability of services to individuals and groups of members.
• Coordinate efforts supporting individuals and groups to insure maximal effectiveness and communication.
• Provide leadership to identify and remove barriers to project progress, promote the good of the company, resolve conflicts and ensure project goals are realistic and achievable.
• Maintain timely, data dashboards and reports on program metrics/status, including but not limited to productivity, member health outcomes and periodic evaluations of program effectiveness including areas for improvement.
• Collaborate with other MetroPlusHealth departments to insure adequate internal communication of services being provided through role.
• Communicate verbally and in writing, regularly with the Director, and other project stakeholders to apprise all regarding status of projects, issues impeding progress, and issues needing immediate escalation to Executive Staff
• Produce reports for regulatory bodies, leadership meetings, board meetings, providers, members, advocacy organizations, and public affairs.
• Insure appropriate public relations and publicity of activities and events.
• Assist with sourcing and preparing grant applications to support ongoing program growth and expansion.
• Assist with preparation of articles for publication in health care and other literature.
• Participate in public speaking opportunities about MetroPlusHealth population health social determinants efforts.
• Participate in MetroPlusHealth training, required in-service and other meetings as necessary.
• Provide thought leadership and recommendations for improving approach to serving members, team structure, and reporting configurations.
• Responsible for managing mission critical, complex projects to deliver results within the authorized budget on the approved time schedule.
• Manage the defined scope of work. Control scope as required to deliver results.
• Provide input to team strategic goals and objectives.
• Meet quality standards and the production of expected deliverables during all phases of the project life
  
  
  

Minimum Qualifications

• Bachelor’s degree from an accredited university required. Master’s degree with concentration in Public Health, Health Care Administration, Nursing or Social Work preferred.
• Five years of work experience including experience in one or more of the following areas: Community Liaison Worker, Community Health Worker, Community Navigator, Care Coordinator, non-profit organization/CBO worker, Community based advocate, or event planner. Health care background, Peace Corp, teach for America or other related experience a plus and will be considered in lieu of some experience.
• Experience collaborating with Community Based Organizations and or Governmental entities required.
• 1 year (or more) previous customer service experience and/or patient facing experience required.
• Proven track record implementing change in a community setting.
• Ability to assume a consulting or leadership role as the situation requires with stakeholders, collaborators, and members.
• Excellent leadership and managerial skills to effectively direct, delegate and coordinate, staff, peers, and others with no reporting relationship to meet program/project goals.
• Creative problem-solving skills, a win-win mentality
  
  
  

Professional Competencies

• Excellent interpersonal and negotiation skills to motivate and influence project participants to successfully
• achieve goals.
• Excellent communication skills; verbal, written, problem solving, analytical.
• Integrity and Trust
• Customer Focus
• Functional/Technical skills