Supervisor, Social & Community Service

Overview

What you can expect!

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an
authentic experience!

Under the general supervision of the Manager, Social & Community Service (SCS), LCSW, the Supervisor, Social & Community Service (SCS) will be responsible for supervising, coordinating, and supporting the implementation of the Social and Community Services Programs and building a high-performing team.

The Supervisor, Social & Community Service (SCS) will manage a team and provide support in breaking down barriers for Members, support the development of new workflows and job aids, facilitate coaching, provide recommendations for improving performance, tracking and reporting on operational processes and productivity, as well as prepare reports and documents for leadership. The Supervisor, Social & Community Service (SCS) will attend and/or facilitate meetings with on a regular basis and must be willing to have a flexible work schedule to include evenings and weekends when needed.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Additional Benefits

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

Competitive salary

State of the art fitness center on-site

Medical Insurance with Dental and Vision

• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance

Flexible Spending Account – Health Care/Childcare

CalPERS retirement

457(b) option with a contribution match

Paid life insurance for employees

Pet care insurance

Key Responsibilities

• Supervise Team Members with the planning, assigning, scheduling and reviewing of work while adhering to quality standards
• Responsible for the hiring practices, training and developing, conducting performance reviews and when applicable, administering corrective action of team members

Develop effective relationships with direct reports by:
Following a weekly SCS Community Health Supervisor model which includes but is not limited to setting professional goals and address pending barriers of a Member’s care in a non-judgmental manner
Modeling the importance of the Member and Team Member (TM) experience and engagement through collaboration with other leaders within IEHP to develop processes and workflows that foster service improvements
Working with the team to ensure a smooth transition of care that promotes and sustains the wellbeing of all IEHP Members
Educating, coaching and supporting the Social and Community Service (SCS) team to work in partnership with hospitals, and all relevant providers when advocating for services for a Member
Discussing difficult or complex cases, assisting with escalated patient needs with recommendations for further action if needed, and coach the team in addressing Member’s needs in maintaining good health
Developing an agenda and lead monthly team meetings

Ensure to meet the team’s strategic goals and outcomes and communicate field intelligence collected by the SCS team to share with the SCS Manager

Collaborate effectively with internal and external groups with the following:
Resolve issues and ensure delivery of services, as a representation of Community Health and IEHP leadership
Act as a liaison between the Social and Community Service (SCS) team, provider offices, and community-based organizations on programs related to IEHP strategies
Nurture relationships with community-based organizations, health care providers and other stakeholder partners who provide resources and services to families in the communities IEHP serves
Work in partnership with Health Providers, Community Based Organizations, and Community Leaders to improve quality metrics to align with Population Health Management (PHM) Bold Goals 50x2025
Attend and represent the SCS department at selected IEHP meetings including external events as necessary
Assist the Manager, Social and Community Service, LCSW in coordinating special projects both internally and with community partners to ensure projects are completed in a timely manner
Responsible to facilitate and work with other internal and external community health workers to share best practices, strengthen education and outreach and promote the importance of care connections to support evidence-based disease prevention practices per Community Health’s strategic goals, and coach the SCS team on how to utilize all available resources to improve and maintain the overall wellbeing of IEHP Members

Provide leadership on delivery of high-quality, cost-effective services to Members with the following quality assurance procedures including, but not limited to:

Data collection and reporting by managing SCS KPI data to determine progress towards quality, team goals, reporting on CHW contribution to HEDIS compliance scores and identifying, developing and implementing tactics to improve KPI outcomes
Weekly monitoring of monthly chart audits with the following:
Review and quality assurance check on case support and provide feedback to Social and Community Service (SCS) Community Health Worker team, coaching and clinical support and shadowing to ensure high-quality care is delivered by the Social and Community Service (SCS)  team
Provide assistance with and recommendations for addressing and closing complex and escalated Member cases in a timely fashion
Regular case conferences to ensure appropriate level of service provision

Identify proactively needs (e.g., performance-related issues, care gaps, and opportunities to improve operational efficiencies for community health services) and professionally interface with other IEHP leadership to find improvements to the standard SCS workflow

Provide leadership and training to inform direct reports on IEHP and standard practice polices, regulations and procedures for SCS activities and workflows to ensure compliance with state and federal regulatory bodies and train new SCS team members in electronic medical management systems, such as MedHok

Monitor commitment to continuous quality improvement which includes Member education on healthcare access, primary care and prevention, addressing social determinants of health, and identifying and addressing HEDIS gaps in the San Bernadino and Riverside areas

Communicate and implement the LEAN model to maintain the standards, processes, and training to the Social and Community Services Program

When needed, act on behalf of the Manager, Social and Community Service (SCS), LCSW for meeting attendance, providing training or any other action item needing next level representation

Qualifications

Education & Experience

At least three (3) years of experience in one or more of the following:

• Supervision/Management, Managed Care/IPA/Clinic Setting, Delivering Presentations/Trainings to varied audiences
• Experience working with the State Health Programs (Medi-Cal/Medi-Care), Case Coordination, Community Health Work/Promotora Programs, Community Outreach, Behavioral Health/Substance Use Disorder Program, Case Management, acute care
• Experience leading a team and operations with accountability for outcomes
• Master’s degree in Social Work from an accredited institution required
• Possession of an active, unrestricted, and unencumbered Clinical Social Worker (LCSW) license issued by the California Board of Behavioral Sciences required

Key Qualifications

Knowledge and thorough understanding of:

Medicare, MediCal, HEDIS, MCAS, DHCS and NCQA required

Surrounding social determinants of health

Community resources within the SB/RIV counties

Health care services

CHW role and necessary skillsets

The community the CHW will