Patient Care & Service Quality Provide overall leadership and oversight of patient service operations. Ensure patients receive timely, appropriate, and high-quality services. Monitor the patient experience and identify trends, service concerns, and opportunities for improvement. Establish processes to improve patient satisfaction, retention, and continuity of care. Partner with clinical and operational teams to resolve barriers affecting patient care. Ensure appropriate follow-up on changes in patient condition, service needs, and care-related concerns. Clinical & Regulatory Oversight Ensure patient services are provided in accordance with applicable federal, state, and local regulations and agency policies. Maintain familiarity with applicable DOH, CMS, Medicaid, LHCSA, CHHA, and other regulatory requirements relevant to the organization's services. Monitor compliance with clinical and operational policies and procedures. Participate in regulatory surveys, audits, investigations, and corrective action plans as needed. Ensure required documentation is complete, accurate, timely, and maintained according to agency standards. Identify compliance risks and implement corrective measures. Work closely with Compliance and Coordination teams to monitor findings and sustain improvements. Leadership & Staff Management Lead, supervise, and develop the Clinical. Establish clear expectations, performance standards, and accountability measures. Conduct regular supervision, coaching, performance reviews, and staff development. Identify training needs and ensure staff receive appropriate education and support. Address performance issues promptly and consistently. Develop strong leadership within the department by identifying and developing high-potential employees. Promote a culture of accountability, professionalism, teamwork, and patient-centered service. Operations & Performance Management Develop and monitor departmental goals and KPIs. Review operational data and identify trends requiring intervention. Ensure workflows are clearly defined, documented, and consistently followed. Ensure the department is prepared to adapt to changes in regulations, systems, and organizational priorities. Interdepartmental Collaboration Partner closely with Coordination, Intake, HR, Payroll, Authorization, Compliance, IT, and other departments. Participate in leadership meetings and cross-functional initiatives. Work collaboratively to resolve issues that impact patient care or agency operations. Ensure patient-related information is communicated appropriately and timely across departments. Serve as a senior operational resource for staff and other department leaders. Incident & Complaint Management Oversee the timely review and resolution of patient incidents. Ensure appropriate documentation, investigation, escalation, and follow-up. Identify recurring issues and develop strategies to prevent repeat occurrences. Collaborate with Compliance, Coordination and leadership on serious or reportable incidents. Quality Improvement & CQI Lead and coordinate the agency's Continuous Quality Improvement (CQI) program as it relates to patient services. Organize and facilitate regular CQI meetings, including preparation of agendas, review of performance data, identification of trends, and development of corrective action plans. Monitor CQI initiatives to ensure action items are assigned, completed, and sustained. Use patient complaints, incidents, survey results, service data, and other quality indicators to identify opportunities for improvement. Partner with Compliance and other department leaders to develop and implement quality improvement initiatives. Maintain appropriate documentation of CQI activities, findings, recommendations, and follow-up. Present relevant CQI findings and recommendations to senior leadership. Oversee the agency's annual patient satisfaction survey process from planning through completion and analysis. Serve as a primary point of responsibility for patient-related Department of Health complaints and required reports. Maintain organized records of complaints, investigations, corrective actions, and regulatory correspondence. Aide Training & Certification Programs Oversee and manage agency training programs designed to prepare and certify aides in accordance with applicable regulatory and agency requirements. Ensure required aide training is delivered consistently and meets applicable regulatory standards. Coordinate instructors, training sessions, attendance, competency evaluations, and required documentation. Monitor aide completion of required training and certification milestones. Ensure training records are accurate, current, and available for regulatory and internal review. Evaluate training outcomes and identify areas where additional education or remediation is needed. Work with leadership and other departments to ensure training programs support agency staffing and operational needs. Develop and implement ongoing education and refresher training as appropriate. Ensure aides who do not meet required training or competency standards are identified and appropriately followed up with before providing services when required. Regulatory Readiness Serve as primary point of contact for DOH and other governing authorities during surveys, audits and other reviews Maintain ongoing readiness by ensuring patient services documentation, policies, training records, CQI materials, complaint records, and required reports are maintained in an audit-ready manner. Develop and monitor corrective action plans resulting from regulatory findings. Ensure identified deficiencies are addressed within required timeframes and that corrective actions are sustained.