Director, Clinical Support Services (Information Technology)

The Director of Clinical Support Services is tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors. This position will take a culture committed to clinical excellence into the evolving world of patient & family-centered care, and, assist CARTI in becoming a national leader in the patient experience. Working in partnership with the executive and operational teams of each CARTI location, the Director of Clinical Support Services will. facilitate planning, development and implementation of strategic patient support services for CARTI. This position will serve as liaison between CARTI, the medical staff, supporting departments and community resources

SPECIFIC JOB DUTIES AND RESPONSIBILITES:
Establishes and maintains consistently high standards across all areas of responsibility within CARTI.Fosters a collaborative environment between nutrition services, dental services and speech language pathology for improved patient outcomes.Engages in a joint effort with breast surgical oncologists and lymphedema therapists to provide optimal outcomes for patients with breast cancer and/or lymph node removal surgery.Empowers facilitators of CARTI support groups and education workshops through regular communication of updated registrations and curriculum, alongside ongoing support and encouragement.Ensures referral channels through electronic medical record are in working order and referrals scheduled for services in a timely manner.Leads the strategic development and hands-on implementation of impactful programs directly benefiting cancer patients, their families, and caregivers. This involves identifying needs, designing effective interventions, and ensuring successful delivery to enhance their overall experience and well-being through the Bridge Programming or specific support service.Proactively identifies challenges and drives innovative solutions to create enthusiasm for new initiatives.Directs operations for key support services, including mental health, genetic counseling, dietetics, speech language pathology, contract wellness, and Bridge Program outreach.Assesses patient needs within assigned functions and develops targeted goals, objectives, and initiatives.Ensures seamless integration, efficiency, and patient focus across all managed departments, services, and programs.Actively leads and/or contributes to relevant planning groups and committees.Develops and manages departmental budgets (capital and operating), ensuring financial accountability.Determines and addresses human resource needs, implementing plans for talent acquisition, training, and retention.Develops and implements policies and procedures, establishing performance tracking methods for supported departments.Leads community relations and outreach efforts for the support services department.Works effectively with the CARTI foundation to ensure the proper utilization of funds for support services.Collaborates with the revenue cycle team to ensure accurate billing, coding, and financial procedures for all billable service lines.All duties assigned by supervisor.
OTHER JOB REQUIREMENTS: Travel to CARTI locations, as needed.

SUPERVISORY RESPONSIBILITY: Social Workers, Dietitians, Speech Language Pathology, Genetic Counselors, Contract Wellness Services, Palliative Care, Lymphedema, Dental Services

EDUCATION, CERTIFICATION, LICENSURE, REGISTRATION:
Bachelors Degree, in related field (required).Masters Degree in related field (MBA, MHA, MSN, MSW) (preferred).Five (5) years of customer service leadership or medical office leadership experience (required).

EXPERIENCE, KNOWLEDGE, SKILLS and ABILITIES:
Demonstrates a track record of distinguished performance and proven success.Understanding and passion for patient and family centered careA documented track record of implementing and accomplishing customer service improvements in a healthcare environment.5Advanced knowledge of various CAHPS surveys, patient satisfaction survey tools, and complaint and grievance management.Exceptional written and oral communication skills.

REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization existsMust interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT:
The work environment described here are representative of those an employee encounters while performing the essential functions of this job.
This position involves potential exposure to infectious diseases. Colleagues are offered appropriate vaccinations and safety training.

COMMENTS:
This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of the job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
This position is a Safety Sensitive Position. The essential functions, physical demands, and mental competencies of this job require the employee maintain the ability to work in a constant state of alertness in a safe manner.