Associate Director: Contracted Case Management and Care Coordination

At Accord, we believe in creating communities where all people feel included and empowered, regardless of the challenges they face. We are on a mission to help people live their greatest lives. We make it possible for people living with disabilities or mental health issues to achieve their personal or career goals and live life to the fullest. We'd like to think we have the best jobs in the world - keep reading to learn more about working here at Accord. About the Role The Associate Director of Contracted Case Management will lead and manage Case Management and Care Coordination services to ensure optimal performance and compliance with organizational goals and contractual obligations. This role involves overseeing the development of clear accountabilities, processes, and productivity goals, while ensuring effective contract compliance and monitoring performance. The Associate Director is responsible for addressing customer satisfaction issues, overseeing financial operations such as accounts receivables, and ensuring the efficient management of services across multiple counties. This position will support the Senior Director in achieving organizational goals through effective leadership, team development, and continuous process improvement. Job Location This a hybrid position, the individual will work at our office in Saint Paul with some flexibility to work from home. Essential Responsibilities Listen-Learn-Lead: Model the mission and values of Accord, helping people to live their greatest lives. Implement Leadership, Management, and Accountability (LMA) practices to set a clear path for leaders, managers, and teams to achieve shared goals. LMA practices are the building blocks of effective organizations, helping companies align goals, track performance, and create a culture where every team member understands their role and responsibilities. LMA ensures that leaders inspire, managers organize, and teams stay accountable to drive business success. Provide strategic leadership and foster a collaborative team environment to drive success in case management services. Lead by example to ensure alignment with organizational values, promote continuous learning, and empower team members to achieve individual and collective goals. Evaluate the efficiency and effectiveness of resources (such as employees and processes) in achieving output or performance goals. Conduct productivity analyses to measure output per unit of input, identifying bottlenecks and finding ways to improve efficiency and effectiveness. Ensure Contract Compliance, implementing clear processes that ensure all parties involved in a contract adhere to its terms, conditions, and regulatory requirements. Monitor contractual obligations, verify performance, and ensure compliance with legal, financial, and operational standards. Ensure that case management services provided under a contract comply with agreed-upon terms, performance expectations, and regulatory requirements. Track service delivery, maintain documentation, and ensure the wellbeing of people receiving services while meeting contractual obligations. Ensure that Care Coordination services provided under a contract comply with agreed-upon terms, performance expectations, and regulatory requirements. Track service delivery, maintain documentation, and ensure the wellbeing of people receiving services while meeting contractual obligations. Systematically track, document, and evaluate of contract performance and compliance.  Lead DHS, County, and Health Plan audits; create plans for case files audits; gather, prepare, and submit all required documentation, and attend agency interview/audit meetings.  Measure levels of Customer Satisfaction to evaluate how well Accord’s contracted case management services and overall experiences meet or exceed customer expectations.  Ensure all contract deliverables are met within the specified timelines, track key performance indicators (KPIs) related to service delivery, and consistently strive to exceed customer satisfaction and compliance benchmarks. Address, manage, and resolve customer complaints in a timely and effective manner. Proactively identify issues, provide solutions, and ensure customer concerns are handled professionally to maintain trust and satisfaction. Champion a customer-centric approach by proactively identifying and resolving issues, ensuring the highest level of service, and maintaining strong relationships with both internal and external stakeholders. Oversee the adherence to all contractual obligations, regulatory requirements, and agency policies to mitigate risks and ensure continuous improvement in service quality. Meet regularly with supervisees to ensure timely feedback, answer questions, and identify trends or issues such as training and other resource needs.  Provide training and support to supervisees to help them achieve goals.  Collaborate with program managers and system administrators to ensure efficiencies and streamlining of the department’s documentation processes and systems, including the EHR. Leverage technology, including EHR systems, to streamline processes, enhance service delivery, and maintain accurate documentation, ensuring optimal operational efficiency and compliance. Manage accounts receivables; collaborate with team members to resolve identified billing issues. Complete documentation of any billable services in the electronic health record/database system within 1 business day of providing services. Communicate, implement and interpret agency-wide policies and procedures.  Collaborate closely with the Senior Director to align departmental strategies with overall organizational goals, ensuring effective resource allocation and achievement of long-term objectives. Direct the selection, training, supervision, performance management and evaluation of staff in assigned programs.  Encourage ongoing professional development and training for all staff to ensure they remain informed about industry best practices and evolving regulatory requirements. Model effective leadership skills and develop employees in assigned programs.  Demonstrate flexibility and adaptability in responding to evolving needs and priorities, while maintaining a steady focus on operational and strategic goals. Serve as a representative of the agency to the people we support, our community partners and external constituents.  Serve as a leader and as a positive role model for employees and people we support. Able/willing to travel with limited overnight travel possible.  Demonstrate excellent written and oral communication skills/abilities. Perform other duties as required or assigned. Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position requires excellent time management skills. Education:  Bachelor’s Degree (or equivalent), in a relevant human services field required such as Social Work, Human Services, Sociology, Psychology. Strong preference will be given to candidates who qualify as a Qualified Professional under Minnesota guidelines (e.g., licensed social worker, mental health professional, RN, PA, NP, public health nurse, or physician). If you hold a Social Work degree, you must meet state licensing requirements of the Minnesota Board of Social Work. Skills & Experience:  Position requires a minimum of four (4) years of work experience in the field of services to people with disabilities. Must have a minimum of two (2) years of experience in a supervisory capacity.  Knowledge of the role of human service programs at the community, county, state, federal and agency level is required. An understanding of the laws, rules and regulations concerning the operation of human service programs is required. Demonstrated strong financial and business acumen, including proficiency in budgeting, financial management, and understanding of business operations. Proven ability to analyze financial data, manage accounts receivables, and develop strategies to improve financial performance while ensuring compliance with policies and regulations. Skilled in balancing operational efficiency with fiscal responsibility to drive organizational success and sustainability. The employee in this position typically works in an office atmosphere. The employee will also be exposed to outdoor weather conditions during some agency events and when traveling on company business.  The employee in this position typically works Monday through Friday, day hours. Must be flexible to work evenings and weekends as required by the programs. Benefits Competitive wage: $66,000-83,000 annually. Benefit package with PTO, 9 paid holidays, health, dental, vision, and life insurance, NO COST short & long-term disability insurance, retirement savings plan options, employee wellness program, tuition assistance program, career advancement, mileage reimbursement for providing direct services, a positive, friendly work environment and much more. #AccordJobs