Client Services Program Manager

Changing Lives Shaping The Future

The SAILS CARR Group, Inc. Job Description

JOB TITLE: Client Services Program Manager 

______________________________________________________________________________

REPORTS DIRECTLY TO: Residential Director R1                                                            DEPARTMENT:  Residential R1             

CLASSIFICATION: Non - Exempt                                                                                      DAYS/HOURS: M-F 8am -4:00pm

______________________________________________________________________

SUMMARY

The Client Services Program Manager is a critical team member monitoring the overall client care coordination of individuals with intellectual and developmental disabilities. This role provides support to the interdisciplinary team in the areas of file management, administrative and operational functions and serves as a liaison to the client community. Works closely with internal and external partners to support the medical needs of clients in the company's care.

This role is specifically intended to provide direct support to the Washington supported living program. "Supported living" means instruction, support, and services provided by service providers to clients living in homes that are owned, rented, or leased by the client or their legal representative. This role falls into the category of client services which means instruction and support services that service providers are responsible to provide as identified in the client's individual support plan. "Individual instruction and support plan" means a plan developed by the service provider and the client.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work collaboratively with the WA Region 1 Director to ensure our clients are receiving a good quality of service and their needs are met.
• Develop and maintain expert knowledge of regulatory requirements pertaining to medical needs, guidelines, laws, etc. in the supported living field.
• Re-train DSP's as needed when medical errors occur or trends are noted.
• Communicate with the Nurse Delegation Team, DDA and medical professionals regarding individual care, including written and verbal correspondence.
• Manage Nurse Delegation by ensuring clients requiring delegated tasks are scheduled for required visits, documentation is received and up to date and that ample qualified staff are delegated to complete delegated tasks.
• Maintain medical records as required by regulatory guidelines.
• Report suspicions of abuse/neglect/exploitation per guidelines.
• Complete and remain current in First Aid, CPR, Therapeutic Options, Infection Control and Bloodborne Pathogens Training.
• Monitor health needs, including medications, special diets, and notify supervisors of any outstanding needs.
• Attend Supervisor meetings, chaired by the WA R1 Director to review medical matters pertaining to the facilities/clients as requested.
• Provide Lift and Transfer assistance training (may include non-ambulatory individuals) requiring ability to bear and maneuver up to 50 or more pounds of unbalanced weight.
• Work with the WA Residential Director to respond to corrective action in regards to medical compliance within required time frames.
• Ensure that each facility has the needed medical documentation and forms
• Ensures each facility has updated and relevant medical and medication protocols and provides staff training as needed.
• Regularly review on-site medications and medical documentation.
• Upload medical documentation into client files within one week of completion
• Communicate with Client Guardians and Case Managers as needed regarding medical appointments, medication changes and needed procedures.
• Reports data to the WA Compliance Director to ensure we are in compliance with all required dates: Medical appointments, consent forms, etc.
• Checks in cycle medications. Record and implement medication changes in the facilities.
• Coordinate with the house managers to ensure medical appointments are being completed and that medical documentation is being completed properly.
• Attends appointments as needed for new client PCP set up, mental health or behavioral needs
• Enter scheduled client appointments into tracking systems.
• Attend medical appointments as needed for clients with high medical needs.
• Scan appointment information to third parties as requested.
• Provide disciplinary action with staff and program supervisors as needed for documentation, cleanliness of homes and overall compliance in regards to medical concerns.
• Set up new client pharmacy agreements, personal care supplies, medical appointments, dental appointments and mental and/or behavioral health appointments. 
• Records and maintains client information such as personal data in databases and files.
• Schedule nurse delegation for staff identified as needing it by Program Supervisors. Ensure proper documentation for nurse delegation is completed and on-site.
• Monitor required dates for upcoming medical appointments, care plans and consents.
• Create and modify documentation forms for clients as needed for medical tracking
• Review medical documentation to ensure follow ups are scheduled and treatment plans are completed prior to filing in client retention.
• Review client plans for accuracy regarding medications, medical support needs and hygiene support needs
• Ensure clients have needed hygiene supplies by  setting up accounts and ensuring staff know how and when to order supplies as needed
• Manage all MARS between the pharmacy and within our database as needed.
• Ensure staff credentials are emailed or faxed to nurse delegators for all departments.
• Ensure nurse delegation information is up to date and accurate in client homes for all departments.
• Monitors client dates for expiring care plans, consents and medication treatment for all departments.
• Monitor plan due dates and ensure we are meeting deadlines
• Review and modify behavior plans (PBSP, Functional Assessment, and IISP)
• Provide training to our Residential Team on client’s behavior plans
• Work with families, clients, medical specialists, caseworkers, guardians, and direct care staff.
• Attends planning meetings to develop or modify behavior plans.
• Completes full QA checks for each program on a monthly basis
• On-call duties as assigned on the rotation schedule
• Help maintain the office, client files, and medication destruction.
• Other duties as assigned. 

PREFERRED SKILLS

• Ability to identify potential areas of compliance vulnerability and risk, assists in developing/implementing corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future.
• Knowledge of EHR system (currently using Therap)
• Experience with medications and medical information for vulnerable populations.
• Ability to act as an independent review and evaluation body to ensure that compliance issues/concerns within the organization are being appropriately evaluated, investigated and resolved.
• Ability to build great working relationships with employees and communicate effectively.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to calculate figures and amounts. Knowledge of computer spreadsheet programs, word processing software, and the ability to learn new programs effectively.

WORK ENVIRONMENT

• Half of the work environment for this position is a fast paced work environment that requires multitasking, working under pressure, self directed and frequent interruptions.
• Half of the work is done in the field, including driving to client’s homes in multiple counties and cities.
• Must be able to lift and/or transfer a minimum of 50 pounds.
• Frequently required to talk and hear. Quiet to moderate noise level in work environment.
• Often required to sit for long periods of time, use hands and fingers to handle documents.
• While performing the essential functions of this job, the employee will be exposed to clients who may ask inappropriate personal questions, display socially unacceptable behaviors, use profanity and sexually explicit phrases, make insulting remarks or threats, and exhibit defiance, dishonesty, and assaultive behaviors.

EDUCATION AND/OR EXPERIENCE

• Preferred to have a Certified Medical Assistant License and 1-year field experience (or) Licensed Practical Nurse and 1-year field experience
• Experience working with DDA/RCS, policies and procedures and working with IDD clients
• Two years specialized training emphasizing Social Services, at least three years’ experience working within a business, social services, or educational setting.

LIMITATIONS AND DISCLAIMER

• The above job description is meant to describe the general nature and level of work being performed; it is not intended as an exhaustive list of all duties, responsibilities and required skills for the position. Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State Laws.
• Requirements are representative of minimum levels of knowledge, skills and/or abilities necessary to perform each duty proficiently. Continued employment remains on an “at-will” basis.

Providing Excellent Support and Advocacy