COMPLETE Whole Health Program Manager - BLOM ADMINISTRATIVE CAMPUS

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Job Description Summary:

The Whole Health Program Manager will be responsible for partnering with AndHealth to operationalize the Whole-Person Specialty Care Program between OhioHealth and AndHealth to improve patient access to high-quality specialty services, optimize patient care setting (virtual or on-premise), and improve patient outcomes. As the Whole-Person Specialty Care Program is a new care model, this person will be responsible for measuring, optimizing, and improving the processes and care coordination to create a repeatable and scalable patient-centered Program.

The Whole Health Program Manager will partner with AndHealth and their OhioHealth colleagues to develop a methodology to identify OhioHealth patients who meet the Program criteria and generate reports tailored to each stakeholder (AndHealth, OhioHealth Specialists, PCP, and ops team). They will co-develop with AndHealth a comprehensive patient communication and engagement strategy to facilitate an eligible patient's understanding of the Whole-Person Specialty Care Program; the Whole Health Program Manager will enroll the patient in the Program when requested.

The Whole Health Program Manager will work directly with clinical and non-clinical team members (AndHealth, OhioHealth, and Community Health Centers) to streamline care coordination and enhance patient and provider experiences. They will continuously refine and improve the Program operations and procedures to maximize provider/office experience and patient experience/outcomes.

The Whole Health Program Manager will partner with AndHealth to establish, document, and measure the Program’s performance metrics. They will work with AndHealth to facilitate a regular review of the Program performance metrics with the Program committees.

The metrics will include:
• Patient engagement and enrollment
• Improved capacity of OhioHealth specialists, PCP/Specialist experience
• Patient experience and outcomes
• Patient access to virtual and on-premise services (time to appointment)

Minimum Qualifications:

Bachelor's Degree

• A minimum of 5+ years of experience in implementation and client management.
• Experience launching and optimizing patient-focused Programs.
• Demonstrated ability to work collaboratively on multidisciplinary clinical and non-clinical teams.
• Excellent organizational, communication, and interpersonal skills.
• Proficiency in healthcare IT systems (Epic) and Microsoft Office suite.

SPECIALIZED KNOWLEDGE

• Deep understanding of care coordination principles and patient engagement strategies.
• Advanced analytical and reporting skills, able to communicate effectively with all levels of an organization.
• Proficient in handling Protected Health Information (PHI) and managing confidential information.
• Knowledge of Community Health Center resources and patient support services.
• Familiarity with measuring and reporting on care quality, disease management, and patient/provider satisfaction metrics.
• Experience with Program development and project management.
• Understanding of healthcare reimbursement models and cost reduction strategies.

RESPONSIBILITIES AND DUTIES

Population Health Reporting 20%

• Partner with AndHealth and OhioHealth colleagues to develop population health queries that identify eligible patients enrolled or unenrolled in the Whole-Person Specialty Care Program. Automate queries and reports to run every week.
• Automate customized population health reports by stakeholders (e.g., AndHealth, Specialists, PCPs) to facilitate patient communication and care coordination.
• Track why patients who meet the Program eligibility criteria were excluded from communication and outreach. Present report to Operational and Clinical Leadership Committee for review and when clinically appropriate develop strategies to expand access.

Patient Outreach and Engagement 40%

• Participate in regular training, shadowing, and role-playing with AndHealth to understand and answer common Program questions that eligible patients may have and how to coordinate patient handoff.
• Partner with AndHealth, OhioHealth Providers (Specialists and PCPs), and clinical/ops teams to refine and optimize an engagement strategy that fits within the workflow of OhioHealth Providers and staff.
• Optimize communication channels (MyChart, Mail, Phone) and communication sender (Specialist, PCP, or Whole Health Program Manager) to reach eligible patients and gather patient consent to learn more about the Program.
• Call eligible patients during optimal response times with flexibility to work outside business hours (before 9 am, after 5 pm, and on weekends). 
• Create a seamless handoff and workflow between OhioHealth and AndHealth to ensure patients who provide consent receive timely communication from AndHealth.
• Advocate patient engagement needs/issues cross-departmentally, providing continual feedback to internal teams on needs, pain points, and proposed solutions.

Provider Engagement + Awareness 20%

• Develop a relationship with and support OhioHealth Specialists/PCPs and their clinical/ops staff to understand and address Program questions or concerns while always being open to incorporating their feedback and ideas.  When possible, keep all care coordination within the current workflow of the OhioHealth Specialists (e.g., in Epic).
• Partner with AndHealth to create the appropriate materials and resources for the Providers and their clinical/ops team to ease understanding of the Whole-Person Specialty Program and answer/direct inbound patient questions.
• Partner with AndHealth to develop a process within the EMR for AndHealth to proactively notify the OhioHealth Specialist and OhioHealth PCP when a patient is enrolled.
• Track eligible patients’ upcoming OhioHealth specialist and PCPs visits:
  • Partner with clinical teams at AndHealth and OhioHealth to determine if it is clinically appropriate to cancel the next Specialist appointment for an enrolled patient. If so, follow a documented process to notify the patient, cancel the appointment, and document it in the EMR. 
  • For eligible patients who have not learned about the Program, partner with their OhioHealth Specialist/PCP or clinical team to facilitate a conversation about the Program during the patient’s upcoming appointment.
• Partner with AndHealth and the appropriate OhioHealth stakeholders to coordinate on-premise care to enrolled patients, focusing on seamless care coordination and patient experience.
• Measure Provider and office staff satisfaction and experience through surveys, direct feedback, or interviews.
• Partner with AndHealth to coordinate OhioHealth + AndHealth Provider-led patient case reviews.

Quality and Compliance - 20%

• Assure adherence and compliance with HIPAA and Program data-sharing rules documented in executed agreements between AndHealth and OhioHealth.
• Participate in performance improvement activities, including but not limited to collection, tracking, and analysis of data to improve care management across the care continuum and identify barriers to care.
• Partner with AndHealth to develop a process to audit and review coordination of care documentation within EMR.

• Develop and approve Program performance metrics with the Program Operational and Clinical Leadership Committee.  Document and incorporate Performance metrics into AndHealth and OhioHealth Care Coordination agreement.  Facilitate regular review of Performance metrics with Program Committees.

• Monitor and report on Program outcomes, including quality measures, patient satisfaction, and care accessibility (time to appointment).

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

UM Care Coord - Ambulatory

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment