Job Description – Provider Services Manager Page 3
Early Learning Coalition of Broward County, Inc.
JOB DESCRIPTION
Position: Provider Services Manager (PSM)
Reports To: Chief Program Officer
FLSA Status: Exempt
Salary Range: $45K – 60K
JOB SUMMARY: This position oversees and accurately performs program tasks and provides technical support to all Coalition clients accessing the provider portal. The Provider Services Manager performs the verification of information to maintain database(s) for Coalition services and is responsible for assuring the integrity of entry, accuracy, efficiency and retrieval of processed data. The PSM manages and leads the provider services team.
This position requires an individual who has strong management and customer service skills, is proficient in database programs, word processing, and spreadsheet programs, can work independently, has excellent time management and organizational skills, demonstrates attention to detail and accuracy in their work and is able to handle sensitive and confidential information in a professional manner. This position serves as a customer service role model to ensure a positive relationship in interactions with all employees and customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (This description reflects the major core duties and responsibility of the job, the employee is expected to perform these and other job related duties as may be required. Additions, deletions, or changes may be made to this description at any time without prior notice.)
¨ Manage for the day-to-day operations of provider services.
¨ Manage the implementation of the provider portal and/or any data system utilized for Coalition client and program services indicated in all Coalition contracts (e.g. Office of Early Learning, Children’s Services Council of Broward County, Department of Education, etc.)
¨ Responsible for the day-to-day management of Coalition provider agreements for School Readiness, Voluntary Prekindergarten, CCEP programs and others as indicated.
¨ Manage and assure the verification and compliance of all provider agreement requirements prior to Coalition execution and manages execution process.
¨ Schedule, organize and implement provider meetings a minimum of quarterly, as requested.
¨ Research regulations, guidelines and standards for State, Federal and locally funded programs.
¨ Maintain a working knowledge of program and contractual requirements assuring services are consistently maintained as best practice for quality and in accordance with assigned contracts, agency policies, and federal, state and local regulations governing such policies.
¨ Manage inputs and assures quality and integrity of provider data entered into the Statewide Data System, provider portal, or any data system utilized for Coalition client and program services.
¨ Support clients/child care providers with navigating the provider portal and/or any system utilized for Coalition client and program services by the following:
§ Answer calls and respond to emails
§ Provide customers with general service information
§ Handle customer inquiries both telephonically and by email
§ Research required information using available resources
§ Be able to maintain confidentiality with shared information
§ Capable of handling issues and complaints and providing solution to the customers
§ Identify and escalate priority issues
§ Update existing customer information in database systems
§ Route calls to appropriate resource if issue cannot be resolved at call center
§ Follow up customer calls where necessary
§ Document all call information according to standard operating procedures
§ Complete call logs.
§ Greet customers warmly and ascertain problem or reason for calling.
§ Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations
¨ Manage the implementation of the developmental screening process and performs various functions to support that project to include, but not be limited to technical assistance for child care providers, data entry, and file management and liaison with partner agencies.
¨ Provide excellent customer service to both internal and external customers to include:
§ Prompt and courteous response to provider and parent inquiries via telephone and email
§ Prompt and courteous response to inquiries from other staff via telephone and email
§ Provide prompt and courteous correspondence to Coalition contractors as providers change status to ensure payment and referrals are adjusted timely.
¨ Research, conduct analysis, and ensure documentation is maintained and status is tracked for all provider dispute and grievance issues.
¨ Review and analyze ASQ Enterprise, Teaching Strategies Gold, ELC Knowledge Management, and related databases to increase child outcomes. Work closely with the Program Department Team to establish monthly, quarterly, annual report analysis, and periodic reports.
¨ Review and analyze pertinent reports developed from child care providers and ELC service providers to insure children are receiving the highest level of service to maximize their development. This includes summarizing and assessing multifaceted reports on children’s development and service level.
¨ Review, track, and approve providers’ compliance and low performing provider improvement plans and progress reports.
¨ Oversee the review and approval of the VPK providers’ verification of data towards Readiness Rate.
¨ Analyze and summarize reports for data-related errors; develop systems to reduce data error and improve reporting efficiency and utilization.
¨ Provide assistance with special project activities to include but not be limited to: schedule provider meetings, prepares project documents and presentations, and prepares provider meeting minutes.
¨ Assist in preparation of materials for State and local audits as required.
¨ Participate, in all Coalition staff and provider meetings.
¨ Provide data and information to other Coalition staff.
¨ Back up and assists with monitoring activities.
¨ Work on a consistent basis with regular attendance and punctuality, and be willing and able to handle all the duties and responsibilities of this position on a daily basis.
¨ Represent the Coalition on community taskforces as instructed by Supervisor.
¨ Strive to encourage and maintain interagency collaborations.
¨ Ensure mandatory abuse/neglect reporting procedures are followed.
¨ Assist with performance management by reporting areas to the CPO that may fall below program expectations and compliance standards.
¨ Demonstrate continuous effort to improve operations, streamline work processes, and work cooperatively and jointly to provide quality, seamless customer service to both internal and external customers of ELC.
¨ Participate in ELC's PQI process and assist with PQI team activities.
¨ Conduct oneself in the best interest of Broward County’s constituents and in support of the ELC’s mission.
¨ Coordinate and direct critical system projects and initiatives.
¨ Perform other duties as required.
Note: The duties above are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform some or all of the activities described above.
SUPERVISORY RESPONSIBILITIES:
¨ This position supervises the Provider Service Specialist positions.
¨ Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
COMPETENCIES:
To perform the position successfully, an individual should demonstrate the following competencies:
¨ Adaptability/Dependability – Adapts to regular changes in the work environment, duties
and/or procedures and takes responsibility for commitments and deadlines.
¨ Analytical – Able to analyze data and report findings, in a timely manner. Ability to understand and apply applicable rules, regulations, policies, and procedures.
¨ Communication – Able to communicate clearly, both oral and written. Obtain clarification of details when necessary and effectively prepare and read written information. Ability to effectively communicate ideas, processes and information with an attention to detail
¨ Initiative – Take proactive measures, to address potential concerns and/or issues, involves his/her immediate Supervisor as appropriate. Committed to empowering themselves and others to solve their own problems.
¨ Interpersonal Skills – Focus on conflict resolution and maintain confidentiality. Provides constructive feedback and accepts the same, willing to listen. Ability to establish and maintain effective working relationships with others. Must be familiar and comfortable working with diverse populations.
¨ Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
¨ Planning/Organization – Prioritizes and plans work activities; uses time wisely. Must be able to clearly organize electronic and hard copy files, and manage multiple priorities, multi-task. Ability to plan, organize, and coordinate work assignments.
¨ Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
¨ Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
¨ Teamwork – Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
QUALIFICATIONS:
To perform this position 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 to supervise provider services team. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
¨ This position requires successful completion of the level 2 background screening standards as set forth in s. 435.04, F.S.
¨ Able to work flexible hours.
¨ Must possess valid driver’s license and vehicle insurance or have other means to enable travel locally and non-locally, including getting to work and going to other locations during the day for meetings.
¨ Bilingual preferred
LANGUAGE SKILLS:
¨ Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with staff, contractors and community partners.
MATHEMATICAL SKILLS:
¨ Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages. Ability to apply concepts of basic algebra.
REASONING ABILITY:
¨ Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
COMPUTER SKILLS:
¨ To perform this job successfully, an individual should have knowledge of: Internet software; Spreadsheet software, Graphics Software, and Word Processing software. Commonly used equipment includes: Computer, Copier, Fax Machine, Multi-Line and Cellular Telephone, Presentation Hardware, Tablets.
WORKING CONDITIONS AND PHYSICAL DEMANDS:
¨ Must be able to write for extended periods of time in order to complete necessary documentation.
¨ Duties are primarily performed in general office environment; some travel to off-site locations is required.
¨ Ability to be present at work on a consistent basis.
¨ Ability to sit for extended periods of time, talk, hear, and use hands and fingers to operate and handle keyboards and office equipment. The employee is occasionally required to walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl.
¨ Ability to lift at least 30 lbs.
¨ Must be able to concentrate for extended periods of time, paying attention to detail.
¨ Must be capable of working under pressure as well as organizing and planning effectively.
¨ Requires frequent ability to move freely about the building.
¨ Requires corrected vision and hearing to normal range.
EMPLOYMENT STANDARDS:
¨ Bachelor’s degree (Masters Preferred) in business, business administration, mathematics, engineering, computer science, organizational development, or closely related field.
¨ Minimum of five (5) years of successful professional experience in a governmental, not-for-profit agency or complex organizational environment, including especially related to management coordination and supervisory experience.
¨ An equivalent combination of related education and experience may substitute for the required education/experience.
¨ This is a position of special trust and individual must meet all applicable requirements.
BACKGROUND CHECKS:
Employment in this position is contingent upon obtaining and maintaining satisfactory:
¨ Level II background check
¨ Drug test
¨ E-verify
¨ Educational verification
¨ Possession of a valid Florida driver’s license; and
¨ Ability to maintain Florida driver’s license throughout employment required
ACKNOWLEDGEMENT OF RECEIPT OF EMPLOYEE:
______
Chief Executive Officer Date
______
Supervisor Date
______
Signature of Employee Date
______
Name of Employee (please print)
Date Prepared: April 16, 2015