Lupus Foundation of America, DC/MD/VA Chapter Seeks

Patient Services Manager

Position Description
Patient Services Manager

Overview

The Lupus Foundation of America, DC/MD/VA (LFA-DMV) is an independent 501(c)3 that provides support, services and hope to all people affected with lupus in the District of Columbia, Maryland, and Central and Northern Virginia. LFA-DMV (www.lupusdmv.org) offers current information, education programs, support groups and personalized help with questions that arise for the over 80,000 people in the region who live with lupus, their families and friends. LFA-DMV also supports research and promotes lupus awareness.

Under the supervision of the President and CEO, this position will have responsibility for the Chapter's Patient Navigation Program. The Patient Manager will work full time in our DC office as part of the patient services team to ensure lupus patients are provided resources and assistance navigating obstacles around their diagnosis. Nursing, Social Work, and Public Health majors encouraged to apply.

Required to maintain 40 hours (Monday-Friday) work-week with additional evening and weekend hours. Required to work on average one weekend per quarter and an average of 2 evenings per month.

Duties and Responsibilities

1. Provide one-on-one support to individuals affected by lupus, helping them navigate through the healthcare and disability systems.
2. Find innovative ways to reach out to those who are uninsured and underserved and who, as a result may have the greatest need for the chapter's navigation program.
3. Use our established network of rheumatologists and other healthcare providers and subject experts to make referrals and facilitate each patient's access to diagnosis, treatment, medication and other resources needed
4. Implement and monitor evaluation for the Patient Navigation Program.
5. Implement and monitor the entry of data into the chapter's service database, finding innovative ways to use this as an effective tool for the patient services program.
6. Ensure that there are culturally and linguistically appropriate and accessible educational outreach opportunities and materials for healthcare providers and patients across the service area
7. Help patients learn how to manage a lifelong chronic disease as effectively as possible by empowering them with the appropriate information, resources and support.
8. Work with the development department to provide them with information and data that can help in the process of applying for grants to secure funding for the Patient Navigation Program.

In addition, this position will assist with Lupus Education Programs, Teleconferences & 3 Annual Summits

1. Assist the Director of Patient Services in the development and offering of all LFA-DMV educational programs
2. Advertise programs/create fliers
3. Assist in the evaluation of programs based on evaluation tools developed in conjunction with the Director of Patient Services

Community Outreach

1. Attend workplace giving/CHC speaking events, health fairs and community events when needed
2. Train volunteers to be effective representatives for the chapter at health fairs and other outreach events
3. Make contact with and provide information to newly diagnosed patients and patients in crisis at lupus clinics weekly at Washington Hospital Center, and monthly clinics at Unity Health Clinic and George Washington Hospital
4. Establish connections in under-privileged and low income areas particularly in DC, Prince Georges County, Baltimore and the rural areas of Virginia for the purposes of reaching those affected by lupus and offering education and support services

Emergency Assistance Fund (EAF)

1. Serve as the point of contact for all EAF requests.
2. Request medical and financial documentation for applicants
3. Help applicants find additional or alternative resources
4. Presents completed requests to Patient Services Director and Committee
5. Provide applicants with decision on awarded monies
6. Track and approve funding requests and payments

Office Administration

1. Operate Salesforce, our patient database that tracks demographic information about the population we serve.
2. Direct Patient Services Intern in DC Office
3. Provide oversight of content of packets and mailings for new inquiries
4. Maintain the online patient resource directory as a robust and vital tool for the use of all LFA-DMV offices and staff

Communications:

1. Print Newsletter and eNewsletter

i. Work with Director of Patient Services to acquire and provide content and articles

ii. Either write or oversee the compilation of the weekly e-newsletter

1. Monitor website and update as needed
2. Oversee content on social media networks

Grants

• Apply for grants to secure funding for the chapter's Patient Services Program under the direction of the Development Committee
• Oversee fulfillment of grant requirements/reporting.

Staff Management

• Supervise two Patient Services Interns, who assist with all the chapter's patient services.
• Oversee volunteer Program & Services Committee
• Assist President & CEO in management of Medical Scientific Advisory Council
• Participate as a member of the Grants arm of the Development Committee
• Attend chapter fundraising events as requested

Miscellaneous

• Work within approved budget in accordance with LFA, Piedmont Chapter policies
• Respond to all requests for information (patients, participants, donors, vendors, etc) within 24 hours
• Maintain general knowledge of lupus treatment, management, publication and research
• Participate in weekly staff meetings and periodic chapter-wide programs and events

Adhere to chapter's Personnel and Chapter Policies, as well as LFA standards and Operations Manual

Qualifications and Personal Characteristics

• Bachelor's degree or higher with at least 2-5 years of health services experience.
• Nursing, social work or public health background important
• Fluency in Spanish while not required will be a plus in the evaluation of candidates
• Ability to empathize and provide compassion to patients and families
• Experience in managing confidential information and displaying cultural competencies
• Ability to promote self-help to lupus patients and families
• Ability to coordinate and/or direct a variety of complex tasks and assignments simultaneously and successfully.
• Ability to represent the organization and interface with all levels of staff, volunteers, and donors.
• Excellent written, verbal, research and presentation skills.
• Self-starter with extraordinary organizational skills and attention to detail.
• Ability/willingness to work in a fast-paced and expanding non-profit that values creativity and commitment.
• Familiarity with social media.
• Travel within DC, Virginia, and Maryland will be required, as well as attendance at evening meetings. A valid driver's license is required. However, ownership of a vehicle is NOT required.
• Applicant must be able to lift 20-25 pounds.

Compensation
Salary will be competitive and commensurate with experience.