FOH - Clinical Agreement Manager (Registered Nurse)
Company: Stg International, Inc.
Posted on: April 4, 2021
FOH - Clinical Agreement Manager (Registered Nurse) ---
Healthcare Bethesda, MD ------- ID: 11461 -------
STG International is currently seeking a Registered Nurse Clinical
Agreement Manager for Federal Occupational Health.The Clinical
Agreement Manager (CAM) is a trained clinical healthcare provider
who serves as FOH health services Subject Matter Expert (SME) and
trouble shooter for the implementation and ongoing provision of
services to FOH agency customers. Duties include providing or
arranging for resolution of questions, concerns, and complaints
from agency customers directly related to the provision of clinical
services. The CAM collaborates with other CHS staff members
including Account Executives (AEs), Regional Clinic Managers
(RCMs), Area Clinic Managers (ACMs) and Agreement Manager
Assistants (AMAs). CAMs partner with the AE for customer facing
responsibilities. Key player in strategic meetings with customers.
Fundamentally responsible for operationalizing new business or
changes to existing business. The CAMS support FOH's Strategic
Narrative and customer agency's vision, goals, and
The Joint Commission (TJC) - Quality and Safety
--- Must possess a working knowledge of TJC Standards for
ambulatory care and how they are applied during service--delivery
--- Evaluates customer requests against TJC requirements and
clearly communicates issues to the customer, and--works to find TJC
--- Determines the need for new policies, SOPs and/or LOPS for
their specific agencies and take the lead in--coordinating or
tracking progress to completion to meet customer needs. Works
directly with Chief of Clinics--(CCS), RCMs and the Quality
Improvement team (QIT) on all issues related to policies, SOPs or
LOPs. Assists with--implementation of new policies and SOPs.
--- Reports all safety events in accordance with the FOH Safety
Event Reporting System.
--- Communicates and collaborates with FOH Quality, Safety and Risk
Manager as needed in response to safety--events.
--- Understands and complies with the provisions of the Privacy Act
that apply to the medical information contained--in FOH records and
any verbal communication of PII/PHI related to any FOH client
--- Provides oversight and guidance to clinic nurses specifically
as it relates to providing services to assigned--customers
according to the customer Statements of Work (SOW) and Work Orders
(WO). Routinely consults with--CCS and RCMs to ensure clinics are
equipped to perform services on the appropriate schedule before
finalizing--SOW and WO. Develops training and tools (such as Exam
Q/A checklists) as needed to facilitate service delivery in--the
clinics for assigned customers, when requested by CHS
--- Communicates and collaborates with RCMs regarding customer
requests for increased or new services that will--require changes
in staffing levels or equipment for clinical operations.
--- Collaborates with RCM and ACMs to ensure there is adequate
time, trained staff and supplies to deliver services--according to
FOH policies and SOPS in a TJC compliant manner.
--- Communicates and collaborates directly with RCMs/ACMs to ensure
clinics are equipped with adequate numbers--of staff members with
required security clearances for assigned customers in response to
new requests for--services, or increases to existing services.
--- Coordinates with opening, moving, or closing of clinics within
assigned area. Coordinates with RCMs/ACMs/Fiscal--and QIT on space
design and/or other environment of care factors.
--- Communicates and collaborates directly with RCMs/ACMs to assist
with opening, moving, and closing of clinics for--assigned
--- Utilizes FOH/PSC branding as directed.
--- Collaborates with AEs and other CHS SMEs in the creation of
IAA, SOW, and funding documents for customer--agencies according to
federal regulations and demonstrates familiarity and working
knowledge of the same.
--- Plays a key role in ensuring that the clinical content of the
IAA and SOW reflect the appropriate clinical needs and--scope of
--- Reviews SOWs in consultation with FOH subject matter experts,
accurately reflecting the customer's needs and--FOH's ability to
fulfill those needs. Develops accurate Work Orders, ensuring they
are published and distributed to--relevant service delivery
--- Demonstrates a thorough understanding of the breadth and range
of the clinical health services offered by FOH.
--- Identifies appropriate occupational health services based upon
accurate assessment of customer needs.
--- Represents FOH in accordance with the agency's mission and
values.--- Responsible for the overall management and coordination
of the work required under the interagency agreements--within area
of responsibility including but not limited to familiarity with the
customer agency directives, policies--and operations and bridges
the agency mission to the FOH services provided. Works with
RCMs/ACMs to manage--outreach activities and consultations,
including verification of funding prior service provision.---
Ensures WOs are accurate so that services can be performed
according to the IAA/SOW/WOs.
--- Addresses problem areas, develops and recommends innovative
solutions for logistically challenging scenarios.
--- Participates in routine or ad hoc reports for data calls or per
customer request as directed.
--- Serves on review panels or workgroups for issues with subject
matter expertise.Administrative (Business/Management)
--- Prepares and completes SOWs in partnership with the AEs
according to FOH policy and SOP. Ensures the right--people are
involved and that the documents accurately reflect the customer's
needs and FOH's ability to meet--those needs.
--- Prepares WOs in consultation with FOH SMEs including the
Medical Director and RCM/ACM to ensure documents--accurately
reflect the customer's needs and FOH's ability to fulfill those
--- Works with the RCMs on all contract related issues for
staffing, services, and equipment.
--- Provides agency information in support of improvements to
vendor contracts that best serve the interests of FOH.Cost
--- Monitors and reports on cost recovery to CHS Director for
assigned customer agencies.
--- Ensures cost recovery by developing and reviewing Service Plans
carefully to verify that all cost estimates are--accurate and
account for all services to be provided. Responsible for the
oversight of the monthly charge QA for--assigned customer
--- Responsible for the development of agreement scopes for new
business and annual agreement scope preparation
for assigned existing customer agencies in collaboration with the
Improving the health, safety, and productivity of our federal
--- Collaborates with AEs on fiscal/budgetary issues. Helps develop
and achieve metrics related to cost recovery.
--- Collaborates with fiscal team to ensure that notification is
provided to the CHS Director, Chief of Clinics, and the--CHS
Business Operations Manager when customer agencies lack sufficient
funding for requested services.Staffing and Reporting
--- Follows HHS and FOH policy regarding the management and
security of PHI and PII. Protects confidential and--proprietary
financial documents, including contract pricing and FOH internal
--- Completes HHS and FOH mandated training on
--- Demonstrates high level of proficiency on all technology
utilized by FOH including and not limited to: (STM, CRM,FH, etc.)
Participates in all required FedHealth training and assists with
implementation as directed.
--- Utilizes Customer Agreement Management (CAM) tool to maintain
current and relevant customer information.
--- Updates CAM system with current customer information within 48
hours of receipt.
--- Utilizes reports from designated IT system to track medical
exams and reviews to monitor service delivery to--customer and
provide reports as requested.
--- Performs all FOH associated tasks on Government Furnished
Equipment. Documents customer interactions in FOH--Customer
Relationship Management (CRM) tool. Ensures data are accurately
entered and managed within the--FOH CRM system.Strategy
--- Primarily responsible for the customer experience as it relates
FOH's performance of clinical operations. Reports--significant
issues to the AEs and relevant FOH counterpart's any and all
customer complaints, significant safety--events, staffing and/or
other contractual issues, site closures or new business requests to
the CHS Business--Operations Manager.
--- Demonstrates knowledge of occupational safety and health
principles. Takes the initiative to solve service delivery--issues
affecting the customer while keeping the AE informed.
--- Reports any site specific issues to the RCMs for resolution.
Provides weekly status on issues in the assigned agency--portfolio
that affect the RCMs.
--- Uses the consultative approach to identify customer needs and
to determine the most appropriate service options--in conjunction
with SME in the respective CHS (or other FOH) service area.
--- Works collaboratively with other FOH service and administrative
areas to achieve desired customer outcomes.
Facilitates efforts with other FOH service areas to ensure the
customer is fully satisfied with the overall "FOH"--experience.
--- Gathers ongoing customer feedback and makes suggestions to
service areas that may improve customer--satisfaction.
--- Demonstrates experience in all aspects of customer management,
including customer site visits and--teleconference meetings, and
documents them in the FOH Customer Relationship Management system.
Manages--the operational needs of complex customer accounts that
require a high degree of interaction. Assigned to a--specific
customer(s), region, and/or program to lead a proactive,
consultative customer response for the services--that are
--- Participates with AEs in planning, developing and implementing
strategic program and business goals specific to--the customer
agency, and aligned with the FOH Strategic Narrative.
--- Coordinates with ACMs to resolve customer service issues.
Understands the FOH Strategic Narrative and customer--agency's
goals, vision and values in order to enhance performance and value
to the customer. Promotes FOH--services that improve agency
--- Participates in face to face meetings and conference calls with
customers as requested.
--- Develops agency contacts and cultivates relationships at all
levels to enhance FOH's position, culminating in--increased
business within the designated book of business.
Improving the health, safety, and productivity of our federal
--- Works collaboratively with other FOH service and administrative
areas to achieve desired customer outcomes and
total customer solutions.
--- Facilitates efforts among other FOH service areas to ensure the
customer is fully satisfied with the FOH experience.
--- The CAMS regularly review services provided to identify any
gaps in medical oversight that require corrective
action in addition to cross-sell and up-sell opportunities that
will benefit the customer.
--- Comprehensive customer knowledge related to operational issues
and facilitates proactive measures that
demonstrate quality improvement to customer.Governance
--- Has sufficient knowledge of FOH governance and complies with
all applicable FOH policies and procedures.
Participates in FOH Committee Meetings as required.Metrics
--- Takes responsibility for tracking and reporting metrics related
to service delivery and value to customers.
Aggregates raw data into standardized reports on clinic quality and
service delivery to assigned customer agencies--and presents to CCS
and CHS Director.
--- Identifies customer specific metrics to improve the efficiency
of service. Ensures reports and other deliverables are--completed
on time and meets agency's needs.
--- Identifies goals and outcomes related to the agency needs;
establishes realistic schedules with measurable tasks to--ensure
the work stays on track.
--- Submits weekly progress reports and ensures data are accurate.
Ensures that data are accurately entered and--managed within the
FOH CRM system.
--- Obtain reports from current Information System and Customer
Satisfaction Surveys (CSS) to ensure customer--deliverables as
related to service quantity and quality is being met.
Required SkillsMinimum Requirements/Knowledge/Skills:
--- At least 5 years' experience actively working in an
Occupational Health Center or related field such as
public--health/community health, exercise physiology, health
--- Strong communication, relationship building and influencing
--- Ability to prioritize according to business strategy and relate
solutions to specific situations and needs.
--- Proven ability to interpret and communicate information into
business language and vice versa.
--- Ability to work well with diverse, inclusive, multinational
teams, with proven ability to influence others to achieve--positive
--- Strong client service focus.
--- Must have a can-do, positive attitude and build constructive
--- Must demonstrate leadership, communication, and organizational
skills along with the ability to problem solve.
--- Experience of working in an organization with a complex
geographical structure and context.
--- Excellent communication skills verbal and written with
experience drafting agreements and proposals. Ability to
make--effective presentations to achieve desired outcomes.
--- Proficient in Microsoft applications, basic computer and
--- Excellent writing skills with experience in drafting statements
of work or operational proposals.
--- Ability to make effective presentations to achieve desired
--- High proficiency in Microsoft Office software including
Outlook, Word, Excel and PowerPoint.
Required ExperienceMinimum Education
--- Must possess full, active, current and unrestricted licensure
as a licensed Registered Nurse in a State, Territory
or--Commonwealth of the United Sates, or the District of
--- Must be a graduate of an accredited school of nursing. BSN
degree is required.
--- Master's degree in Nursing, Leadership or Business
--- RNs with at least 5 years of Nursing experience preferred.
--- Current CPR/AED for Health Care Professionals certificationSTG
International, Inc (STGi) is a workforce solutions company
providing comprehensive healthcare delivery, Head Start and
management consulting services and human capital solutions help our
clients. Our services and solutions help our clients sustain and
enhance their operations to better accomplish their mission.
STGi offers a--competitive benefits package which includes Medical,
Dental, Vision, 401k with company match and a generous PTO
policy.STG International, Inc. is committed to hiring and retaining
a diverse workforce. We are proud to be an Equal
Opportunity/Affirmative Action Employer, making decisions without
regard to race, color, religion, creed, sex, sexual orientation,
gender identity, marital status, national origin, age, veteran
status, disability, or any other protected class.
Keywords: Stg International, Inc., Bethesda , FOH - Clinical Agreement Manager (Registered Nurse), Executive , Bethesda, Maryland
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