Service Area Manager

Job Summary:

The Service Area Manager (SAM) reports to the Regional Operations Director (ROD). The SAM establishes a market, including supporting growth by making relationships with clients to serve children and youth within the community. The SAM manages a team of Qualified Mental Health Professionals and support staff to ensure the quality of care and services to the population served is clinically appropriate, timely and effective. The SAM may also operate the day to day activities of the service area, with a span of control.

The SAM has supervision responsibilities. The SAM may support other activities, including compliance and quality monitoring. The SAM provides guidance and support to assessing and improving the clients' experience.

The SAM maintains a strong working relationship with all members of the Operations Leadership Team (OLT). Additionally, the SAM will facilitate the completion of documentation and provision of other administrative client information to complete billing. The SAM role works collaboratively with the clinical operations team.

Essential Functions:
Operations

Market Service Area support to the Leadership

• Provides support through analysis and reporting staff vacancies within each market
• Seek to establish rapport with all clinical and administrative staff, clients, and referral sources
• Provides weekly reporting to the ROD
• Manages problem solving and facility and supply issues/concerns
• Takes necessary actions to manage any other operational duties as assigned
• Ensures compliance with staffing ratios and promotes efficient client scheduling

Team Support

• Plans and supports all levels of staff and management involvement in the operations
• Supports the recruitment and retention plan for the region with Recruiter and Regional Operations Director (ROD)
• Reports on activities and client-based outcomes that are based on operations
• Works collaboratively with peers in assessing performance and feedback for the various markets
• Promotes staff development and retention for market management using provided tools and resources
• Monitors staff education and training progress as necessary
• Promotes teamwork by empathic listening and effective communication. Provides advice and assistance to all staff members in a positive, courteous, and cooperative manner
• Contributes to Winners Circle being an employer of choice by responding to employees' requests in a timely manner

Financial Performance

• Ensures established financial targets are met
• Works with ROD to support vendor contracts
• Monitors the use of company guidelines for staffing ratios/patient scheduling
• Identifies opportunities for cost savings in labor and supplies

Regulatory Compliance & Oversight

• Ensures that markets operate in compliance with all State and Federal regulations, especially Medicaid per each state Winners Circle coordinates behavioral health services for its clients.
• Ensures centers compliance by submitting accurate data and other information to internal billing and to external governing agencies in a timely manner
• Supports and contributes to the standardization of Winners Circle's Policies & Procedures (P&Ps)

Results/Outcomes

• Maintains staff retention at or above 50%
• NPS for clients is > 85
• Achieves EBITDA goal for the market

Client Care

• Coaches center management in the delivery of safe and effective patient care
• Ensures documentation and medical records practices are followed according to Winners Circle policy

Customer Service/Client Experience

• Support clients' experience with surveys and action plans to improve experience
• Routinely calls on clients, guardians and referral sources to promote customer satisfaction
• Work with all aspects of Client Experience:
  • Clinician/client relationship
  • Client involvement/knowledge
  • Perception of staff awareness and compassion
• Monitors and evaluates employee and provider satisfaction
• Directs customer service standards and practices
• Ensures compliance with oversight and regulatory needs of the provider
• Responsible for driving the Winners Circle culture through values and customer service standards
• Accountable for outstanding customer service to all external and internal customers
• Develops and maintains effective relationships through effective and timely communication
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner

Business Area Relationships

Strategic Planning

• Understands and drives organic growth within a geographic area
• Communicates market share trends and growth opportunities to Business Development
• Monitors capacity and makes recommendations on enhancing capacity
• Establishes relationships with key stakeholders in region (referring agencies, pediatricians and other clinicians, other clinical leaders.
• Investigates innovative practices to differentiate Winners Circle from competitors in partnership with peers and ROD
• Attends local community events and promotes awareness of clinic model of Winners Circle

Home Office Direction

Involvement with headquarters

• Participates in head quarter initiatives and projects as needed
• Assumes a leadership role in long-term director initiatives as directed
• Participates in projects as assigned by the Regional Operations Director

The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Winners Circle's Mission, Vision, and Values. Employees must abide by all Winners Circle's standards of client care, clients' rights and ethical treatment, and adhere to safety and quality programs.

Minimum Education & Experience:

• Bachelor's degree required; a concentration in Business, Finance or Healthcare preferred, master's degree preferred
• Five (5) years of healthcare management or supervisory experience, preferred in Behavioral Health
• Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying.

Minimum Knowledge, Skills & Abilities:

• Ability to read, write, speak, understand and satisfactorily communicate in English
• Demonstrated practice of continuous improvement
• Demonstrated leadership and management competencies and skills including financial competence, operational excellence, exceptional communication and customer service
• Excellent team-building, performance management and decision making skills
• Basic computer skills (MS Outlook, Word, Power Point, Excel, etc.)
• Able to travel frequently