Command Center Manager (Licensed NP or PA) bei Food Allergy Institute

Job title: Command Center Manager (Licensed Nurse Practitioner or Physician Assistant)

Location: Long Beach, CA (Onsite)

Schedule: Full-Time Monday - Friday 

About Us:

Founded in 2015, the Food Allergy Institute (FAI) is a cutting-edge research and clinical care center revolutionizing food allergy treatment among the pediatric population. Our Tolerance Induction Program™ is the first of its kind, bringing patients to the point where they can eat whatever they want, whenever they want, without having to worry about any kind of reaction. The success of FAI is built on years of development involving proprietary biomarkers, data analytics and modeling systems which allow unique patient specific therapy to be deployed in the clinic setting and at home safely.

Why Join FAI?

The Food Allergy Institute (FAI) is home to innovative thinkers, problem solvers, and passionate leaders who are transforming the world of food allergy treatment. Our work is life-changing for patients and their families, and every member of our team plays a vital role in supporting our mission.

With over 180 employees, Our diverse team includes Physicians in the specialties of Pediatrics, Pulmonary, Allergy & Immunology, Emergency Medicine, as well as Nurse Practitioners, Physicians Assistants, and a PhD level research team. In the food allergy world, the growth of FAI is unique in reflecting the effectiveness of its treatment approach and the supportive environment fostered by its team of professionals. 

At FAI, you'll be part of a team dedicated to making a real impact. We provide access to cutting-edge technology, offer competitive salaries, comprehensive benefits, and endless opportunities for professional development and career growth. Join us in transforming food allergy care and be inspired to make a difference.

Who are we looking for?

We are seeking a Command Center Manager who will represent FAI’s mission through both direct and indirect patient care, leveraging innovative approaches and cutting-edge AI technology. This role provides leadership to a team of on-call providers, nurses, and support staff, while serving as the primary liaison between the Logistics MD and both virtual and in-clinic FAI team members.

The Command Center Manager oversees and manages patient reactions and complex cases submitted from virtual and non-virtual FAI members, ensuring proper triage and escalation when needed. They must demonstrate deep expertise in proprietary software tools, including Pantaleon, Salesforce, Domo, and HubSpot, to provide operational guidance and support for the Command Center and affiliated clinics.

This role requires the ability to collect and analyze metrics, apply data analytics, and utilize machine learning algorithms to identify patients requiring closer follow-up or those outside normal clinical parameters. Using these insights, the Command Center Manager collaborates closely with the Logistics MD to implement new protocols or enhance existing protocols to ensure patient safety. Additionally, they maintain consistent communication with virtual and in-clinic FAI members to provide updates, determine patient plans, and demonstrate critical thinking and leadership in all decision-making processes.

Duties and responsibilities:

Case Escalations/ Monitored Cases

• Support the Logistics MD in collecting and analyzing escalation and outcomes data, including case types, repeat reactions, time to resolution, and plan effectiveness.

• Leverage data-driven insights to assess operational efficiency and forecast enhancements to improve future workflows. 

• Act as the main point of contact for the Virtual Pod Lead and affiliate clinics.

• Guide and provide support for the Escalation leads in case escalations and monitored cases in the Command Center and work closely with the Logistics MD to stabilize/resolve issues.

• Support all virtual and non-virtual members of theComm Command Center on escalation write ups, lead escalation rounds in the AM and PM to ensure patient cases are resolved on a timely basis.

• Perform scheduled telehealth appointments.

• Ensure all tickets entering the command center are handled in a timely manner.

• Manage escalations and participate in Patient Success within pod including plans, follow up phone calls, documentation, and follow up management

• Work closely with other departments (Remission, Scheduling, Billings, Philanthropy, Data…) to ensure overall patient care/satisfaction.

• Participate in delegated tasks from patient success platform and patient progress tracking

• Monitor follow up on monitored cases; establishes strong communication between the Command Center and pod leads/pod physicians, as well as affiliate clinics to ensure necessary follow up. 

• Develop and maintain strong rapport with patients and employees of the clinic

Leadership

• Scheduling oversight and planning for Command Center members including but not limited to reviewing and approving time off requests, auditing timecards for missing punches and overtime, and approving timecards for payroll processing.

• Assist with recruiting, hiring, training, and evaluating the Command Center team.

• Provide leadership and guidance to the Command Center staff, fostering a cohesive and efficient team environment.

• Address staff concerns and grievances, promoting a positive work culture.

• Conduct performance evaluations and provide ongoing feedback and coaching to improve staff performance.

• Conduct annual review for SOPS, Reaction Algorithm, and Template responses.

• Organize and participate in provider educational process through development of problem-based learning, didactic skills pertaining to the Command Center

• Understand and implement new pathways and protocols as needed

• Support the education and onboarding of new providers on call by ensuring training guides are accurate and up to date.

Excellence

• Provide excellent customer service through effective communication and collaboration with all patients, visitors, and employees.

• Provide accurate information to patient families with regards to individualized plans and current conditions.

• Treat all patients and parents with respect and strive to connect them to resources to resolve their questions.

• Utilizes data collection and analysis to evaluate current processes and identify opportunities for future improvement.

• Integrate and implements practice changes as needed.

• Function on all platforms and technology systems associated with the job.

• Integrate constructive feedback from leaders and peers

• Provide a clear hand off to colleagues with accurate information on patient status.

• Promptly addresses performance concerns with Pod MD and Lead Provider. 

• Foster an environment for learning and continued improvement 

• Understand and implement new pathways and protocols as needed by utilizing proprietary software.

• All other duties as assigned 

Qualifications

• Graduate of an accredited Nurse Practitioner or Physician Assistant School

• Current California NP and RN or PA License 

• National Provider Identification Number (NPI)

• Maintenance or PA or NP Certifications 

• PALS, BLS and ACLS Certification required

• Extensive knowledge in navigating SF, Athena, and Pantaleon and is adaptable to utilizing new software.

• Electronic Medical Record (EMR) experience required 

• Customer service and professional work environment experience required 

• Microsoft Office and Google Suite Proficient

• Team mentality and positive working attitude 

• Extensive knowledge in navigating SF, Athena, and Pantaleon and is adaptable to utilizing new software.

Employee Benefits

We offer a comprehensive benefits package, including competitive salary, 401(k) with employer match, medical, dental, and vision insurance, generous paid time off, company-paid holidays, and sponsored employee events. We are also committed to your professional development with individualized training and career growth opportunities.

Working conditions

This job operates in a professional office and clinic environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, medical equipment and the handling of food. 

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to walk between multiple office locations that include the use of stairs (elevator is only available in some instances).

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Direct reports

Escalation Leads

Command Center LVNs

The company provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, or any other consideration made unlawful by federal, state, or local laws. The company is committed to providing reasonable accommodation for qualified applicants, and employees with disabilities to ensure they enjoy equal access to all employment opportunities and benefits of employment as required by the Americans with Disabilities Act.