Community Engagement Specialist Supervisor

Job Title: Community Engagement Specialist (CES) Supervisor

Location: In-Person - Chicago, IL 

Reports To: Integrated Contact Center Associate Director

Department: Community Outreach and Engagement 

CORE FOCUS & ESSENTIAL RESPONSIBILITIES 
Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

Management and Supervision:

• Supervise and manage the CES team staff 
• Ensure best practice of CES team by closely monitoring CES metrics and outcomes 
• Be responsible for weekly, bi-monthly, and monthly reporting on CES metrics
• Provide constructive shadowing and on the job training to support staff development
• Accompany program staff in their role to help staff identify solutions and plans of action 
• Work with individual staff and troubleshoot issues as they occur
• Provide team-based and individual coaching and supervision to support staff each week;  promote staff team meetings to problem solve challenges or concerns related to patient cases
• Provide feedback on referrals and EHR documentation that promotes CES efficiency and effectiveness as well as professional growth
• Conduct one-on-one performance reviews with each CES on a quarterly basis
• Assist in recruiting new candidates for positions as needed
• Assist in orienting new staff to the CES role and responsibilities and closely monitor and guide their first 3-month probationary period
• Contribute to community outreach planning by expanding the network of viable sites serving as sources for patient engagement  

Patient Care:

• Conduct patient recruitment, retention, and engagement activities via email, text, virtual, and telephone contact (1-2 patients/week) including assessment of health-related social needs for the MPCEO population and completion of preventive care goals
• Help patients set personal health goals and support adherence to those goals through identification of barriers
• Conduct initial and interval needs assessments, including assessing social barriers (e.g., transportation, housing/rental, food resources, in home support, insurance, and language, literacy, and cultural preferences, and community-based services)
• Support the execution of patients care plans, including assisting patients in understanding care plans and instructions and tailoring communications to appropriate health literacy levels
• Assess patient readiness to make changes driven by motivational interviewing skills, goal setting, and psychosocial support
• Promote patient treatment adherence based on patient’s level of readiness to make changes by providing informal counseling, behavioral change support, and assistance with goal setting and action planning
• Assist patients with navigating health care and social service systems, including arranging for transportation and scheduling and accompanying patients to appointments when appropriate.
• Assist patient with digital platform, device or other clinical technology portal at home
• Monitor and evaluate patient needs, including for prevention, wellness, medical, specialist, and behavioral health treatment (inclusive of digital platform or EHR); care transitions; and social and community service needs 
• Identify available community-based resources and actively manage appropriate access, engagement, follow-up, and coordination of services
• Coordinate patient access to individual and family supports and resources, including resources related to prevention or unmet social needs based on individual needs and preferences
• Provide support for chronic disease self-management to patients and their families
• Coordinate referrals for the basic determinants of health (e.g., food, clothing, shelter, income, utilities)
• Appropriately link patients to services and resources
• Communicate to team members, providers, patients and their families/caregivers.
• Comfort with regular and routine collection and reporting of data for program evaluation
• Electronically document CES activities, patient interactions, and all interventions in an EHR and in CES interaction log
• Contribute to a positive experience for patients and families, clinicians and community-based social service organizations through courteous telephone, virtual, and email, text, and  correspondence
• Participate in weekly team meetings, daily e-huddles, and supportive supervision
• Perform all job functions in compliance with applicable federal, state, local and company policies and procedures
• Knowledge and compliance with all HIPAA policies, procedures, and laws

Administrative:

• Assist in program administration efforts, including strategic planning, expanding and maintaining strong communication with stakeholders and meeting all reporting requirements for funders

Programmatic:

• Provide leadership, program development, and program management within the team 
• Assist in meeting evaluation and reporting requirements including overseeing quantitative and qualitative data collection and analysis (i.e. basic management of databases, understanding of benchmarks, creating updates, report/presentation-related deliverables)
• Contribute to the goals and objectives of the CES team
• Help lead program improvement initiatives
• Work with staff to implement program initiatives and special projects, including, but not limited to: trainings, communication, education, and community outreach strategies
• Work with all staff involved with the CES team to identify new needs as well as systems, protocols, policies and even new programs to address those needs

Internal and External Relations:

• Develop, engage, maintain, and grow strong relationships with key community stakeholders
• Work closely with outside community agencies as directed