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Manager Rapid Response Service

Job ID: 1680
Location: Morrisville, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

Job Description


Become part of an inclusive organization with over 30,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

The Manager of Rapid Response Services (RSS) for UNC Health’s Virtual Hospital is a dynamic, experienced healthcare administrator/operations leader passionate about transforming the future of healthcare. The RSS Manager will own the Acute Rapid Response ecosystem to create efficiency and scale for in-home services in support of the virtual hospital program objectives. The RRS Manager’s primary focus is service partner relationship management and in-home service workflow and quality oversight. The Manager will work closely with the clinical team to determine the supply chain and logistics configuration that can best enable clinicians to provide an integrated, safe, and effective episode of care. The ideal candidate will have strong attention to detail, excellent problem solving and communication skills, the ability to multi-task, and a passion for transformative virtual care solutions that deliver exceptional quality and experience for every patient.

1. Responsible for the initial implementation (including contracting and operational workflow development) of supply chain partners in the Acute Rapid Response network of service providers (e.g., Infusion Services, Skilled Nursing, Paramedics, Phlebotomy, Mobile Diagnostics, Courier Services, Meals, DME); supporting all payor-required credentialing activities of the supply chain partners for individual markets and; the ongoing maintenance (e.g., adding, dropping, and supporting partners) of the network in the relevant geography.
2. Negotiates and oversees vendor service agreements to ensure that all SLAs, costs, and patient quality expectations are met.
3. Liaison between virtual hospital clinical team and rapid response service leaders (both external service providers and internal department partners such as pharmacy) ensuring that highly collaborative, high quality care is provided to each patient.
4. Acts as a first-line resource to manage the relationship interface between virtual hospital and in-home service providers/departments pertaining to supply, logistics, quality, reporting, credentialing, and training.
5. Serves as the in-market primary interface with each service provider/department to ensure adherence to operational service delivery requirements and drive continuous improvement.
6. Works closely with the virtual hospital command center (“Mission Control”) clinical, implementation and operational team to ensure seamless delivery of patient care and address any challenges, do root-cause analysis of issues, and drive continuous improvement.
7. Leads on-site training efforts in-market with all virtual hospital service providers/departments including ongoing education reinforcement, quality reviews and confirmation of partner qualifications/certification.
8. Oversees reporting on supply chain and logistic metrics to enable process improvements and root cause analyses.
9.  Develops and maintains virtual hospital supplies and equipment inventory to ensure efficient resource deployment and utilization.
10. Identifies issues and or risks with meeting clinical and non-clinical supply requirements and implements solutions to meet service level requirements with superior patient experiences.
11.   Leads monthly supply chain performance review meetings with virtual hospital leadership. Participates in Medically Home program-wide supply chain user group sessions (quarterly to bi-annually) to share relevant feedback and capture new learnings to apply back to local market.

Other Information

Other information:
Education Requirements:
● Bachelor’s degree required; Master’s degree preferred.
Licensure/Certification Requirements:
● None required.
Professional Experience Requirements:
● Minimum of six (6) years of professional experience in health care operations or supply chain management. Previous clinical experience preferred.
Knowledge/Skills/and Abilities Requirements:
● Ability to manage relationships across multiple levels including service partner CEO’s/owners and clinical leaders at the virtual hospital Mission Control
● Strong communication skills
● Negotiation experience
● Strong attention to detail & analytical skills
● Independent problem-solving and organizational skills
● Computer literacy, including command of Microsoft Word, PowerPoint and Excel.  Visio experience preferred.
● Ability to demonstrate respect and professionalism for patients’ rights and individual needs
● Ability to work independently and as a team player

Job Details

Legal Employer:

Entity: Shared Services

Organization Unit:  

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Not Applicable

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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