ED Clinical Engagement Manager - New York, United States - NYC Health + Hospitals

Description

About NYC Health + Hospitals

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The Clinical Engagement Manager will work under the direction of the facility-based Program Lead as a member of the Special Populations Care Management Program at NYC H+H. The Clinical Engagement Manager is an integral member of an interdisciplinary team within the emergency room (NYC Health + Hospitals Acute facilities) and community to provide in-reach and outreach services that will bridge patients to longitudinal healthcare services and care management. The Clinical Engagement Manager interfaces with the healthcare and social services team members within and beyond the emergency room to identify medically appropriate and cost-effective care. The Clinical Engagement Manager is a senior member of the Engagement & Navigation team; they will maintain a caseload of patients with more heightened complexity and risk acuities. The candidate in this role is a senior member of the Engagement and Navigation team and will complete mentoring and supervisory tasks as needed to support less senior team members. The Care Manager will set an example of approaching care management in a holistic capacity that addresses gaps in care and supports patients to be more self-directed and feel empowered to engage in long-term healthcare resources.

The Clinical Engagement Manager will be responsible for the following:

• Coordinate with the Emergency Department clinical treatment team and Engagement Navigator to assess the patient's presenting symptoms & social context that resulted in an ED visit.
• Interpret clinical information based on case data, histories, statistics, prepare and submit comprehensive reports of case findings including chronologies of medical data and social factors necessary to support recommended courses of action.
• Identify care coordination opportunities and existing community-based linkages.
• Collaborate with the Engagement Navigator to engage the identified patient and build rapport, assess their level of engagement with current supports, and discuss clinical referrals such as primary care, behavioral health, medical specialty, and longitudinal care models and social services referrals for care management and housing supports.
• Screen and assess for the treatment of serious mental illness (SMI) and substance use disorder (SUD) diagnosis.
• Complete psychosocial evaluations and referrals for time-sensitive clinically appropriate interventions (such as but not limited to) referrals to Assisted Outpatient Treatment, Assertive Community Treatment, or Intensive Mobile Treatment during the ED visit or while completing post-ED outreach.
• Confirm the best method for follow-up contact (cell phone number, emergency contact, and/or field-based location for outreach), and reinforce the discharge plan outlined by the clinical treatment team
• Act as an intermediary between patients and providers for discharge planning by scheduling follow-up appointments with the patient, assessing the patient's transportation needs, planning to obtain medication post-discharge, and identifying gaps in care. The Clinical Engagement Manager will seek to update contact information and make notes about the best locations to outreach the patient in the community to complete a follow-up outreach.
• Provide complex care management services with a harm reduction and trauma-informed lens prior to linking patients to alternative long-term care model programs within and outside of the H+H system when appropriate.
• Conduct fieldwork outreaches within the community to bolster patient engagement with longitudinal healthcare resources.
• Maintain a caseload of IPA-attributed patients with complex care needs post-ED discharge. The Clinical Engagement Manager will help address gaps in care post-discharge by scheduling appointments, providing reminders before the appointment, and supporting the patient with linkage for longitudinal care management.
• Complete outreach activities as required for IPA patients not actively engaged in treatment, such as diligent search activities.
• Provide supervision and mentoring support for less senior staff. The Clinical Engagement Manager is a senior member of the Engagement and Navigation team. They will participate in onboarding less experienced staff, lead training sessions, review documentation and serve as a resource for difficult or complex care coordination issues. In addition, the candidate will assist in setting schedules, and completing staff evaluations as needed. Candidates with a clinical license may provide clinical supervision for other clinical staff in accordance with the Office of Professions.
• Complete required documentation in a timely fashion to reflect patient engagement outreaches, provider collaterals, and case conferences. Complete preliminary assessments and treatment goals with objectives as outlined in accordance with programmatic requirements.
• Complete comprehensive post-discharge chart reviews to assess the patient's engagement in longitudinal healthcare resources and support the patient in addressing barriers to accessing hospital- and community-based resources.
• Participate in quality assurance and quality improvement initiatives and activities as required, to ensure adherence with quality metrics. Facilitate follow-up as needed for post-ED admission and discharge for medical and psychiatric reasons.
• Maintain professional working relationships with other providers to bolster communication across settings.
• Perform other duties as required as a part of a multidisciplinary team.

Minimum Qualifications

1. Master's Degree in Public Administration, Public Health, Health Care Specialization, Social Work, Psychology or related field; and

2. Three (3) years of increasingly responsible experience in hospital or regulatory agency administration, with particular emphasis on development and evaluation of mental health delivery services; or

3. Possession of a valid license and current registration to practice in a mental health field issued by the New York State Education Department (NYSED).

Department Preferences

• Prior experience assisting individuals with complex care needs such as individuals experiencing homelessness, criminal legal involvement, serious and persistent mental health diagnosis, substance use dependence and recovery, and intellectual or developmental disabilities.
• Prior experience with managed care, population health management, care management, Medicaid/Medicare populations and policies, health information technology, and/or provider network support preferred.
• Prior experience in working with PSYCKES, MAPP, EMEDNY, HARP, and HCS preferred; Redcap or other database development experience a plus
• Strong Microsoft Office suite skills (Word, PowerPoint, Excel, Outlook)
• Flexibility to work nontraditional tours at a hospital
• Ability and willingness to conduct field visits (including street and shelters) and outreach activities within the assigned borough(s) of NYC.
• Ability and willingness to work nontraditional tours, please specify any exclusions for your schedule in your cover letter.
• Experience working with individuals with complex care needs such as individuals experiencing homelessness, criminal legal involvement, behavioral health diagnosis, substance use dependence and recovery, foster care, and/or preventive services preferred.
• Familiarity with harm reduction principles across settings (medical, substance use), and complex care principles (person-centered, equitable, cross-sector, team-based, data-driven).
• Familiarity with relevant electronic systems in the provision of human services supports (PSYCKES, CARES, CAIRS, and others).
• Familiarity with supervision, fostering a work culture that is conducive to professional growth, collaboration and accountability.
• Excellent communication and documentation skills, including the ability to tailor communication style appropriately for various stakeholders
• Excellent organization and attention to detail.
• Solution-focused and resourceful
• Training in trauma-informed and harm reduction modalities motivational interviewing, Wellness Recovery Action Plan, Moral Recognition Therapy, Cognitive Behavioral Therapy, and Stages of Change (preferred not required)
• Knowledge of community-based resources within the New York City Metro area.
• Familiarity with supervision and mentoring
• Proficiency in speaking a language other than English, preferably Spanish, Haitian Creole, Mandarin, Bengali, Russian, Cantonese, French, Arabic, Hindi, Urdu, Albanian, or Korean.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs