Personal Care Management Program Operations Manager

Personal Care Management Program Operations Manager is responsible for overseeing that all PCM administrative, referral, intake and orientation, consumer support, and functional skills training, and Issue Focused contractual requirements are met. This role supports and empowers PCM Supervisors with knowledge to lead their teams to success with high quality. The PCM Contractor responsibilities are outlined in Section 2.1, except for Section

D. Evaluations, Re-evaluations. This position is part of the Community Services Leadership and the Health and Safety Committee.

• Oversee and manage training and retraining regarding the PCA Program and how to conduct skills training including how best to identify issues and how best to resolve issues.
• Oversee and support the PCM Administrative processes with the required recordkeeping, including Consumer records, Prior Authorization records, FST records, I+O Session records, Evaluations, Reevaluation, Service agreement, Consumer Assessment to Manage, Surrogate/AP Assessment to Manage, etc.
• Oversee the quality management principles using a systematic approach to improving processes and outcomes through the application of continuous quality improvement principles.
• Ensure the annual satisfaction survey is sent out and results reported on the PCM quarterly report.
• Support the PCM Referral and Consumer Support Supervisor with the oversight of the Communication Systems. Work together with the PCM Issue Focused Supervisor to handle incoming phone calls.
• Oversee and empower PCM Supervisors so that the PCM Contractual and timeline requirements are clear regarding referral, intake, and comprehensive skills training.
• Oversee and clearly present how best to document skills training, administrative requests, and manage skills training requests.
• Provide guidance and empower PCM supervisors to review individual consumer issues and provide direction to the appropriate best next steps according to contractual knowledge. Assist in training to keep issues simple and clear, and act in accordance with the MH Regulations and PCM contract and appropriate amendments.
• Oversee the Issue Focused Skills Training services, and monitor outcomes of the FST being requested by the FI, MH or as determined by our PCM Skills Training staff and supervisors, using batch Skills Training in Zuke.
• Assist in completing the EOHHS required PCM quarterly report, and responses to other reports/requests provided by EOHHS.
• Use Zuke reporting to monitor quality and performance and identify areas for improvement.
• Assist PCM Supervisors to oversee and monitor the workload of all referral, intake, quarterly, annual and consumer support/issues skills training staff, and monitor the ratio of consumer to staff.
• Oversee and empower PCM program staff leadership to resolve inquiries from Mass Health, SCO, One Care, PACE or CCM, and process responses in accordance with rules, contracts and PCM regulations.
• Provide support to PCM supervisors to offer direct staff coaching when oversight is necessary due to staff performance. Monitor and support staff performance issues in the most timely manner.
• Participate in monthly PCM meetings relating to administration and skills training and communication with other departments, as needed.
• Assist with the review and update of all PCM documented standard operating procedures, to ensure efficiencies and adherence to regulations. Provide updates to Director of Community Services for final approval.
• Oversee the update of Skills Training Handbook, and also the PCM Consumer handbook. Work with PCM trainer and other staff to create and continually update a centralized training site.
• Oversee the PCM termination process, along with PCM Clinical manager.
• Refer all records…