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Patient Services Director

Remote | .80 FTE | ESRD Network Operations

Comagine Health is a national, nonprofit, health care consulting firm. We work collaboratively with patients, providers, payers and other stakeholders to reimagine, redesign and implement sustainable improvements in the health care system.

As a trusted, neutral party, we work in our communities to address key, complex health and health care delivery problems. In all our engagements and initiatives, we draw upon our expertise in quality improvement, care management, health information technology, analytics and research.

We invite our partners and communities to work with us to improve health and redesign the health care delivery system.

About the Role

The Patient Services Director (PSD) serves as the primary advocate and point of contact for dialysis and transplant patients, providers, and stakeholders throughout the ESRD Network region. This highly visible leadership role oversees patient grievance and complaint resolution, patient engagement initiatives, emergency preparedness activities, and behavioral health improvement efforts while ensuring compliance with CMS and ESRD Network requirements.

This position is budgeted for 32 hour per week - benefits eligible. The pay range is adjusted for the .80 FTE.

The PSD collaborates closely with patients, dialysis providers, transplant centers, state survey agencies, professional organizations, and community partners to improve patient experiences and outcomes across the kidney care continuum.

Key Responsibilities

Serve as the primary contact for patient grievances, complaints, access-to-care concerns, facility concerns, and requests for technical assistance.
Lead and manage case review activities, ensuring compliance with CMS and ESRD Network requirements.
Track, analyze, and report case review data while monitoring provider responses to recommendations and corrective actions.
Collaborate with the Medical Review Board (MRB) and Quality Improvement Director (QID) on clinical aspects of case review and quality improvement initiatives.
Direct all patient engagement activities, including:
- Patient Advisory Council (PAC)
- Facility-level Patient Subject Matter Experts (PSMEs)
- Patient participation in coalitions and quality improvement activities
Lead all emergency preparedness and response activities for the ESRD Network region.
Serve as liaison to dialysis providers, transplant programs, state survey agencies, patient organizations, and professional associations.
Manage outreach, education, technical assistance, and stakeholder engagement activities.
Oversee all activities focused on improving behavioral health outcomes for dialysis patients.
Collect, analyze, and report data to support quality improvement, patient engagement, and outreach initiatives.
Develop and deliver education based on identified trends and patient needs.
Responsible for improving depression treatment rates Network-wide

QualificationsRequired

Master’s Degree in Social Work (MSW)
Minimum six (6) years of social work experience in a medical or mental health setting
Strong knowledge of patient advocacy, care coordination, and healthcare systems
Experience using Microsoft Office applications, including Word, Excel, and PowerPoint
Exceptional written, verbal, presentation, and interpersonal communication skills
Ability to manage multiple priorities and build productive relationships with diverse stakeholders

Preferred

Clinical Social Work License (LCSW or equivalent)
Bilingual in English and Spanish is highly preferred.
Dialysis, nephrology, or transplant experience
Experience working with CMS, federal and state regulatory agencies, or healthcare quality improvement organizations
Knowledge of public health education, measurement, and data-driven improvement methodologies

What You’ll Bring

Passion for improving the lives of patients with kidney disease
Strong problem-solving and conflict-resolution skills
Ability to facilitate meetings, trainings, and stakeholder collaborations
Customer-focused mindset with a commitment to service excellence
Flexibility, initiative, and a commitment to continuous learning and professional development

Travel Requirements

This position requires minimal travel throughout the ESRD Network region for facility visits, complaint investigations. Travel requirements may vary based on operational needs.

Equal Opportunity Employer.

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