The Director of Aging Services and Product Development has a lead role in the development and operations of AltaMed’s senior health services and products to generate senior member growth, retention and ensure superior patient experience. This position provides overall direction for the Department and provides system-wide oversight for the integration of processes to ensure adoption of products/services identified for the senior patient population for AltaMed clinics and managed care contracts. The Director will integrate senior member flow efforts across various departments, be the clinical liaison to clinics and providers on access and time sensitive issues and work with the VP, Manager, executive leadership, IPA leadership, VOC data and leadership, clinical directors, administrators and physicians to identify service issues, product gaps and generate recommendations for service correction and enhancement. The Director is accountable for planning, identification and operations of products and services, customer service training and development, Onboarding Specialist Team, and overall administration of AS&PD operations. The position is responsible for ensuring an excellent and standardized member onboarding process, smooth senior member transitions with clinics, service providers, initial/Medicare health assessment, preventive services, transport vendor linkages and service needs identified in the onboarding process and responsible for the roll out of new products, services, process standardization and productivity enhancements. The Director will ensure alignment with enterprise wide strategies and goals to improve health outcomes, patient and regulatory requirements.
Responsible for integrating and directing Aging Services operations across AltaMed.
Supervises the work of employees including hiring/terminating, as well as, responsibility for planning and scheduling work, discipline/performance management and salary recommendations.
Responsible for clinical support to onboarding team and as liaison to clinics, IPA, providers when issues are identified during member onboarding and throughout senior member end-to-end services process
Participates in strategy for growth of senior designated clinic sites and service offerings
Responsible for establishing policies governing aging service standards, process flows and adherence to regulatory requirements.
Works with executive leadership, IPA leadership, clinical directors, VOC, administrators and physicians to identify service and product gaps and make recommendations for improvement or offerings.
Researches senior product and services and is current on competitor offerings
Participates in strategic planning process and implements services and strategies to improve patient retention and achieve strategic goals
Collaborates with VP on department operating budget and budget adherence.
Oversees, directs, and evaluates hiring, training and development of new hires in the areas of responsibility.
Implements best practice customer service behaviors/standards in conjunction with Patient Experience VOCR.
Oversees accuracy and thoroughness of onboarding data and information in defined systems.
Participates in Leadership Development activities; implements strategies and processes to improve employee morale and performance.
Develops and monitors productivity standards for areas of responsibility.
Leads performance improvement activities related to achieving strategic and department performance goals and targets.
Builds effective team work across departments to achieve consensus and accountability for senior member onboarding and retention experience through education, training and development.
Perform all other related duties as assigned.
RN License; Bachelor's degree in Nursing highly desirable or equivalent work experience
Seven or more years of experience in health care administration, with at least four in a management position in a customer-facing organization required.
Understanding of process improvement methodology (e.g. Lean, Six sigma, or TQM desirable)