Program Manager, Community Engagement And Outreach

Who We Are

Pacific Clinics is California's largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speak 22 languages and are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults.

Who We Serve

Pacific Clinics serves children, transitional-age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education and early childhood education programs to Medi-Cal-eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties.

What We Offer

• The compensation for this position can be up to $110,839.57 annually. Compensation will vary based on qualifications, skills, experience, and geographic location. The salary range may also vary if you reside in a different location than the location posted.

• We Offer Medical, Dental & Vision benefits, retirement options, Flex Spending, EAP, and more!

• Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.

Program Description:

Enhanced Care Management (ECM) is a program within a far-reaching, multiyear plan to transform California's Medi-Cal system, known as California Advancing and Innovating Medi-Cal (CalAIM). Led by California's Department of Health Care Services, the goal of CalAIM is to help integrate Medi-Cal more seamlessly with other social services and help improve outcomes for the millions of Californians covered by Medi-Cal, especially those with the most complex needs. Customers enrolled in the ECM program receive comprehensive care management from a single System Navigator who coordinates all their health and health-related care, including physical, mental, and dental care, and social services. ECM makes it easier for customers to get the right care at the right time in the right setting and receive comprehensive care that goes beyond the doctor's office or hospital. Come join our team, partnering with managed care health plans, and change the landscape of Behavioral Health and integrated care in our state!

JOB SUMMARY

The Program Manager- Community Engagement and Outreach is responsible for developing strategic partnerships and referral pathways for CalAIM services. Develops referral partners within key communities and establishes processes for streamlined authorizations. Supports the expansion of community resources in new and emerging areas. Supports development of community events to increase exposure of services offered. Develops opportunities to co-locate services within community spaces.

RESPONSIBILITIES AND DUTIES

Programmatic Responsibilities

• Establishes a network of targeted referral sources and cultivates long-term relationships with key contacts to drive direct referrals to Pacific Clinics' Enhanced Care Management and Community Supports programs.

• Leads in-person/community-based outreach expansion efforts in current and new regions.

• Supports the development and implementation of innovative community outreach strategies targeted at program enrollments.

• Develops agency-wide internal program relationships to obtain new referrals as well as to establish outgoing referral sources.

• Monitors and analyzes service line utilization, identifying opportunities to drive business growth and increase referrals based on service needs.

• Works with the marketing team to develop regular "pull marketing" referral source outreach campaigns targeted at payers and community partners.

• Functions as the "go-to person" for all referral source contacts, ensuring needs are met and members are receiving timely and appropriate access in a customer-friendly manner.

• Develops strong working relationships with health plans, community members, and internal program staff.

• Creates and maintains a positive department culture consistent with agency service delivery principles.

• Effectively manages remote staff in regions throughout the states.

• Supports call center team and service delivery teams as needed.

Fiscal Management

• Works in collaboration with the health plans and the CalAIM member engagement and outreach (Call Center) team for the seamless management of referrals.

• Oversees and approves financial expenditures within assigned fiscal authority to ensure good stewardship and management within budgeted parameters.

• Manages day-to-day operations and ensures compliance with all policy and procedures including adherence to all licensing, quality, Information Technology (IT), Human Resources (HR), compliance, and regulatory standards.

• Responsible for managing operations metrics at appropriate frequency to effectively manage the program, staffing pattern, and clinical needs.

Personnel Management

• Participates in staff development: As necessary, hires, trains, and manages overall performance of direct service staff, as assigned.

• Provides direct supervision, coaching, and mentoring to direct service staff, as assigned.

• Provides administrative and documentation training to direct service and support staff to ensure quality assurance to meet both agency and payer standards.

• Leads and managers change.

• Proactively identifies potential conflicts and facilitates resolution.

OTHER RESPONSIBILITIES AND DUTIES

• Practice self-care, remain aware that others may be contending with stress, and treat others with grace.

• Performs other responsibilities, as assigned, to support specific department/business needs.

OB SPECIFIC COMPETENCIES

• CQI/QA Projects

• Clinical Leadership

• Encouraging Customer Focus

• Leads Team Performance

• Operational Acumen

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

MINIMUM EDUCATION AND/OR EXPERIENCE

• Minimum 2 years in a healthcare or related field, customer service center environment preferred

• 2 years' experience managing leaders/supervisors preferred

• Equivalent education and experience will be considered

• Bachelor- Business Management/Administration, Public Health, Mental Health, Health Administration or related field preferred

• Experience in Social Determinants of Health- e.g., housing- preferred

• Knowledgeable about integrated or whole-person care preferred.

PHYSICAL REQUIREMENTS

The work environment conditions as described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to use hands to handle or feel objects, tools or controls; reach with hands and arms; and taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

LEVEL OF CONTACT WITH CHILDREN:

• Level Of Contact with Children:

• Requires full background check and TB exam.

• Requires physical.

• Current First Aid/CPR Certification.

DRIVING PRIVILEGES

• May be called upon to drive on agency business. Needs acceptable MVR and appropriate insurance coverage.

• Required to drive agency vehicle. Must have clean MVR, appropriate insurance coverage, and attend agency driver training.

TRAINING

Needs to successfully complete all required agency training indicated for this position.

Equal Opportunity Employer ___________________________________________________________________________________________________________________________________________________

We will consider for employment qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905.