Lead Contract Services Manager

Job Summary

The Lead Contract Services Manager (LCSM) is responsible for overseeing, directing, and supervising Contract Services Managers (CSMs) located at various IHSC field sites. This position is designed to provide flexibility, as it is remote with required travel. The LCSM plays a crucial role in ensuring the efficient management of contract services, maintaining compliance with IHSC policies, and ensuring that contract staff are properly trained and supported. Key responsibilities include providing training and orientation to new CSMs, developing and implementing backup plans for each site to ensure CSM coverage, and overseeing contractor productivity and policy compliance. The LCSM also works closely with Government Technical Monitors (GTMs), Contracting Officers (COs), and other leadership to ensure coordination and effective management of staffing and resources. This role requires a proactive approach to problem-solving, quality improvement, and ensuring high standards of care and service across all locations.

Classification

Full-Time, Exempt

Job Duties

Staff Supervision and Management:

• Oversee, direct, and supervise Contract Services Managers (CSMs) at various IHSC field sites.
• Serve as Key Personnel, providing broad front-line supervision and management to all contract staff within assigned regions.
• Plan, schedule, assign, and direct contract staff to ensure coverage and continuity of care across all sites.
• Coordinate and conduct site visits for staff candidates, ensuring proper selection and onboarding.
• Perform personnel and human resource functions, including conducting staff evaluations at 90 days post-hire and annually thereafter.
• Establish and maintain a strong and positive working relationship with on-site Government Technical Monitors (GTMs), Contracting Officers (CO), and Contracting Officer Representatives (COR).
• Meet regularly with GTMs to ensure coordination and collaboration of staffing.
• Ensure contract staff orientation, training, and competency assessments are completed efficiently without disrupting daily operations.

Training, Development, and Compliance:

• Provide training and orientation to new and existing CSMs, ensuring they are well-versed in protocols, requirements, and the specifics of the patient population.
• Lead or delegate discipline-specific clinical and administrative in-services for contract staff in accordance with agency policies and accreditation standards.
• Ensure that all new contract personnel are trained in accordance with licensing scope and agency policies.
• Participate in analyzing established protocol practices, identifying areas for improvement, and developing corrective action plans.
• Assist with program/project design, strategy development, problem resolution, and implementation.
• Assist in developing recommendations for improved efficiency in patient care and service delivery.
• Participate in safety, infection control, quality improvement, and patient education initiatives.
• Maintain functional proficiency in the agency’s electronic health records (EHR) system.

Reporting, Monitoring, and Coordination:

• Produce reports on contractor productivity and monitor compliance with IHSC policies, procedures, and accreditation standards.
• Review patient records to assess the adequacy of record-keeping, implementation of clinical guidelines, and policy compliance.
• Monitor contractor performance and compliance with 23 key performance indicators (KPIs), including staffing fill rates, backfill rates, and meeting training and orientation requirements.
• Draft weekly status updates summarizing compliance with KPIs and contractor performance.
• Coordinate with the CO, COR, Program Management Team, and other InGenesis leadership to ensure smooth operations and address any concerns.
• Ensure adherence to IHSC Policies, Procedures, Directives, and Operational Memoranda, as well as accreditation standards prescribed by ICE/IHSC.

HIPAA and Confidentiality Compliance:

• Maintain patient confidentiality and the confidentiality of medical records in compliance with the Privacy Act and HIPAA regulations in all work activities.

Additional Responsibilities:

• Perform other duties assigned, including attending and participating in general, quality assurance, medical, and clinical staff meetings.
• Support and promote the organization's commitment to success in all staffing and operational decisions.
• Assist in troubleshooting and resolving issues related to staffing, contracts, or operations.
• Provide support in reviewing and updating job descriptions and operational procedures to ensure ongoing compliance with evolving regulations and standards.

Minimum Qualifications

• Bachelor’s degree from an accredited university recognized by the Department of Education (DOE) in business, healthcare, or related field.
• Minimum five years of administrative healthcare management experience with demonstrated success managing remote staff and multiple locations.
• Proven ability to provide supervision, training, and orientation to diverse teams across dispersed locations.
• Excellent organizational skills, capable of managing multiple concurrent tasks effectively.
• Strong interpersonal and communication skills, adept at interacting with individuals from diverse backgrounds and building collaborative relationships.
• Demonstrated ability to develop and maintain effective working relationships with government stakeholders (e.g., GTM, CO, COR).
• Experience in monitoring compliance with policies, evaluating staff performance, and implementing corrective actions.
• Ability and willingness to travel 30% to 40% as required.
• Maintains Heartsaver® CPR AED certification through the American Heart Association®.

Required Knowledge, Skills, and Abilities

• Knowledge of effective supervision and staff administration: Demonstrated ability to lead a multidisciplinary workforce, manage remote teams, and provide clear direction and support.
• Staff Development: Knowledge of adult learning principles and ability to train and develop staff effectively, ensuring they meet operational and performance standards.
• Licensing & Certification Requirements: Understanding the licensing and certification requirements for professional disciplines operating in clinical settings.
• Adaptability and Flexibility: Ability to adapt quickly to changes in schedules, priorities, and operational demands.
• Multicultural Competence: Ability to work effectively in a multi-cultural and multi-lingual environment, fostering inclusivity and respect.
• Effective Communication: Strong verbal and written communication skills to develop positive rapport with staff, government stakeholders, and other partners.
• Electronic Systems Proficiency: Ability to navigate electronic systems, including Electronic Health Records (EHR), web-based training tools, and communications platforms.
• Microsoft Office Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint) for creating reports, analyzing data, and communicating effectively.
• HIPAA Compliance: In-depth knowledge of privacy regulations (HIPAA) regarding the confidentiality of patient records and Personally Identifiable Information (PII).

Duty Hours/On-Call Requirements

• Facilities operate 24/7/365; this position is required to respond during an emergency activation.
• This full-time position, or designee vendor equivalent, is required to be available telephonically to respond to the local GTM during non-duty hours.
• This full-time position may require availability during evenings, nights, weekends and holidays sufficient to meet the supervision of Contract Service Manager staff.

Physical Requirements (On-site)

• The work requires some physical exertion, such as long periods of standing, walking, and/or jogging unaided over rough, uneven, or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching, or similar activities; or recurring lifting of moderately heavy patients or equipment.
• The work may require specific, but common, physical characteristics and abilities, such as agility and dexterity, visual, and hearing capabilities.
• Must be able to respond to any medical emergency in the facility, via foot, within four minutes and perform CPR/emergency care standing or kneeling.
• Must have the ability to assist sick, injured, or aging detainees or staff exiting the building during an emergency.

Requires Access to Sensitive Information: Yes/No

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