Role Description
The Shared Services Effectuation Supervisor is responsible for overseeing the end-to-end service effectuation process, ensuring that all authorized services for participants are accurately coordinated, scheduled, delivered, and completed in a timely manner. This role ensures continuity between care authorization and service delivery by supervising a team responsible for tracking, coordinating, and closing the loop on all participant services. The supervisor works closely with interdisciplinary teams (IDT), providers, and internal departments to ensure seamless execution of care plans and compliance with PACE program requirements.
Job Responsibilities
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Supervise daily operations of the Shared Services Effectuation Data Quality team.
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Oversee the full-service effectuation lifecycle, including authorization tracking, coordination, scheduling, execution follow-up, and confirmation of service completion.
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Ensure accuracy and integrity of service data by performing quality oversight of Care Compass entries and conducting routine audits.
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Serve as primary liaison between Shared Services, Provider Relations, IDT teams, external providers, and internal departments.
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Monitor daily and ad-hoc service status reports to ensure timely resolution of pending services.
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Ensure compliance with PACE program requirements, CMS & DOH regulations, internal policies, and documentation standards.
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Analyze operational data and quality metrics to identify trends, inefficiencies, and opportunities for process improvement.
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Provide leadership, coaching, training, and performance management for team members.
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Manage team operations including scheduling, time-off approvals, attendance monitoring, and workload distribution.
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Oversee quality assurance activities, including audits of notes, calls, and documentation.
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Support investigation and resolution of escalated issues, grievances, and complaints.
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Conduct performance evaluations, deliver feedback, and administer disciplinary actions when necessary.
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Participate in internal meetings, conference calls, and cross-departmental coordination efforts.
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Perform other duties as assigned.
Qualifications
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Bachelors or Associates Degree in business, health care, or related field preferred.
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Ability to pass multi-tasking competency tests.
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Able to pass a typing test with at least 40 WPM.
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Within 45 days, must pass a proficiency test of Microsoft Office, Ring Central, Care Compass, and any other system used daily.
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Proficient in computer programs such as Microsoft Office and Microsoft Excel.
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Knowledge of other database programs is a plus.
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Excellent verbal and written communication skills.
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Excellent problem-solving and analytical skills.
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Accurate attention to detail with strong organizational skills.
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Demonstrated ability to manage multiple projects and be flexible.
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Able to travel to any PACE Sites, as needed.
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Bilingual in Spanish, Russian, Chinese, Korean, Albanian, or French Creole preferred.
Physical Requirements
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Standing – Duration of up to 6 hours a day.
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Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day.
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Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items.
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Bending/Squatting – Ability to safely bend or squat to perform essential functions.
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Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs and walk to access work areas.
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Agility/Fine Motor Skills – Must demonstrate agility and fine motor skills to operate equipment.
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Sight/Visual Requirements – Must be able to visually read documentation and type/write with accuracy.
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Audio Hearing and Motor Skills Requirements – Must be able to listen attentively and document information accurately.
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Cognitive Ability – Must demonstrate good decision-making and rational processing.
Salary Range
$60,000.00 - $70,000.00
Disclaimer
Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.
We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information.
