Vice President, Support Services and Patient Experience

It's inspiring to work with a company where people truly BELIEVE in what they're doing! When you become part of the Chapters Health Team, you'll realize it's more than a job. It's a mission. We're committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success! The VP of Support Services and Patient Experience represent the Social Workers, Licensed Mental Health Counselors, LCSWs, Chaplains, Bereavement Counselors and Volunteers on an enterprise level to ensure that deliver of care and utilization of ancillary programs are uniform, compliant and of the highest quality. The VP works with all levels if leadership to ensure best practices and in place to maximize the patient experience enterprise wide.

Qualifications:

• Masters Degree in Social Work required; current FL license in Clinical Social Work preferred
• Minimum of eight (10) years in Social Work, Supervision, Education, and Administration required
• Minimum of five (5) years of healthcare management experience required, senior/upper level management preferred
• Experience in program development and planning
• Hospice experience preferred
• Demonstrated knowledge of Joint Commission standards, AHCA regulations and CMS regulations
• In-depth, current knowledge in area of specialty and the ability to translate professional and organizational goals into effective programs
• Strong interpersonal, communication (written and verbal), collaboration and conflict resolution skills
• Knowledge of systems and change processes
• Ability to organize resources appropriately and to work independently with other disciplines within the Organization and the community
• Ability to manage multiple priorities simultaneously and handle the emotional stress of the workload
• Ability to work independently, exercising discretion and independent judgment
• Ability to organize resources appropriately and to work with other disciplines within the Organization
• Able to speak effectively and persuasively before groups and individuals at all levels of the

Organization Competencies:

• Satisfactorily completes competency requirements for this position Responsibilities of all employees:
• Represents the organization professionally at all times through care delivered and/or services provided to all clients.
• Complies with all state, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Complies with organizational policies, procedures and standard practices.
• Observes organizational health, safety and security practices.
• Maintains the confidentiality of patients, families, colleagues and other sensitive situations within work environment.
• Uses resources in a fiscally responsible manner.
• Promotes Chapters Health System through participation in community and professional organizations.
• Participates proactively in improving performance at the organizational, departmental and individual levels.
• Improves own professional knowledge and skill level.
• Advanced electronic media skills.
• Supports research and educational activities.
• Shares expertise with coworkers both formally and informally
• Participates in Quality Assessment Performance Improvement activities as appropriate for the position

Leadership Success Factors:

• Communication. Express thoughts and ideas clearly. Adapt communication style to fit audience.
• Initiative. Originate action to achieve goals.
• Judgment. Make realistic decisions based on logical assumptions, factual information and in consideration of organizational resources.
• Planning, Organizing and Controlling. Establish course of action for self and/or others to accomplish a specific goal; plan proper assignments of personnel and appropriate allocation of resources. Monitor results.
• Leadership. Use appropriate interpersonal styles and methods in guiding others toward task accomplishment.
• Work Standards. Set high goals or standards of performance for self and others.
• Tolerance for Stress. Maintain stability of performance under pressure and/or opposition.
• Innovativeness. Generate and/or recognize imaginative, creative solutions in work related situations.
• Organizational Sensitivity. Perceive the impact and implications of decisions on various components of the organization.
• Ethics. Model highest standards of conduct and ethical behavior, adopting a strong position against fraud and abuse.
• Community Builder and Mediator. Assist in developing community within HPC and model and assist in development of mediation skills. Demonstrate respect for fellow professionals through responsibility for own professional presence and attention to group process.

Regulatory Compliance:

Educate and monitor staff regarding their own and the organization's responsibilities for regulatory compliance.

Job Responsibilities:

• Represents the Social Workers, Licensed Mental Health Counselors, LCSWs, Chaplains, Bereavement Counselors and Volunteers on an enterprise level.
• Responsible for the performance of department leadership at an affiliate level.
• Serves as the Subject Matter Expert, establishes best standards of practice for Social Workers, Licensed Mental Health Counselors, LCSWs, Chaplains, Bereavement Counselors and Volunteers on an enterprise level.
• Establishes, evaluates and revises the practices, policies and procedures for each discipline.
• Serves in a Supervisory role for MSW employees working towards their LCSW.
• Establishes competencies, orientation and ongoing training materials for each discipline; facilitates learning activities for staff and students.
• Develops and monitors KPIs to ensure that Programs are meeting goals and objectives.
• Participates in QAPI related to each discipline and the patient's overall experience, including developing and driving PIPs.
• Ensures that ancillary services and programs available are infused and appropriately accessed at the affiliate level.
• Ensures appropriate expert response to clinical emergencies or high risk areas.
• Serves as consultant to clinical leadership groups for high risk issues (i.e. neglect, suicide, homicide, etc.).
• Provides support in the development, implementation and operation of Social Services, Bereavement Programs Chaplain Services, Mental Health Programs and Volunteer Programs.
• Serves as consultant to Company staff in developing and maintaining all volunteer roles throughout all Company departments including Grief Center, Thrift Stores, Special Events, and patient care.
• Works in concert with all Department leaders to achieve departmental and system-wide goals and initiatives.
• Assists in developing clinical systems specifications, and champions data governance and clinical discipline documentation standards.
• Develops and implements measures to ensure compliance with regulations for each program.
• Participates in agency-wide education and orientation.
• Evaluates social services/bereavement research to promote clinical knowledge, development and research based clinical practice.
• Performs other duties as assigned.

Compensation Pay Range:

$30,000.00 - $700,000.00 This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy. All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/. Choices. Education. Guidance. As a progressive leader and premier health organization, Chapters Health System is dedicated to delivering innovative care throughout chronic illness progression and beyond. Since 1983 as a community-based, not-for-profit organization, Chapters Health has provided choices, education and guidance through its managed affiliates: Capital Caring Health, Chapters Health Foundation, Chapters Health Hospice, Chapters Health Pharmacy, Chapters Health Staffing, Cornerstone Hospice & Palliative Care, Good Shepherd Hospice, Hope Healthcare, Hospice of Okeechobee, HPH Hospice and LifePath Hospice. Chapters Health offers services throughout the Southeast and Mid-Atlantic regions of the country to improve the patient/family experience well in advance of end-of-life needs. Chapters Health and its affiliates are licensed in Alachua, Arlington, Bradford, Charlotte, Cherokee, Citrus, Cobb, Collier, Columbia, District of Columbia (all eight wards), Dixie, Fairfax, Fauquier, Fayette, Forsyth, Fulton, Gilchrist, Glades, Gwinnett, Hall, Hamilton, Hardee, Hendry, Hernando, Highlands, Hillsborough, Howard, Lafayette, Lake, Lee, Levy, Loudoun, Marion, Martin, Miami-Dade, Monroe, Montgomery, Okeechobee, Orange, Osceola, Pasco, Pinellas, Polk, Prince George's, Prince William, Putnam, St. Lucie, Sumter, Suwannee and Union counties. Click here to view the video! All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.