About Summit ElderCare:
Fallon Health operates the largest Program of All-Inclusive Care for the Elderly (PACE) in New England and the fifth largest in the country. Called Summit ElderCare, Fallon’s PACE helps provide older adults and their caregivers with a welcome alternative to nursing home care. Participants in Summit ElderCare have access to comprehensive medical services and social support at a Summit ElderCare site while they keep the independence of living in their own homes and communities.
The Manager of SE Operations assists the Summit ElderCare Senior Director of Operations to manage the program level operational and regulatory functions related to home care responsibilities. Provides guidance and instruction and monitors the daily work productivity and performance of the Summit ElderCare Service Coordination Unit to ensure operational business needs are met and adherence to established policies and procedures. This role is responsible for the recruitment, interviewing, hiring, and performance management of the Service Coordination Unit employees. Works under the guidance and supervision of the Senior Director and, as needed, escalates concerns to address resource constraints, interpret policies, establish new processes, propose process change and resolve conflict. Responsible for utilizing the Verint application to monitor SCU call quality, provide feedback to Service Coordinators and generate reports related to call quality and productivity. Acts as a resource to the Summit ElderCare sites and participates in various program-wide projects, initiatives and other tasks as assigned by the Senior Director of Operations.
Provides day-to-day oversight of the Summit ElderCare Service Coordination Unit
Comfortable interacting with individuals at all levels of FH.