Patient Services Manager

Job Title

Hollywood Presbyterian Medical Center (HPMC) is an acute care facility that has been caring for the Hollywood community and surrounding areas since 1924. The hospital is committed to serving local multicultural communities with quality medical and nursing care. With more than 500 physicians representing virtually every specialty, HPMC strives to distinguish itself as a leading healthcare provider, recognized for providing quality, innovative care in a compassionate manner.

HPMC is part of a global healthcare enterprise which owns and operates general hospitals throughout Korea, numerous fertility and research centers in the U.S. and Korea including CHA Fertility Center, a medical university, and CHAUM (a premier anti-aging life center).

Major Responsibilities/Essential Functions

• Manage the day to day operations.
• Provide strategic leadership in bringing together diverse constituencies for the purposes of conceptualizing, articulating, and implementing a shared vision for the medical center.
• Provide leadership in creating a culture which is predicated on a growing trust amongst and between stakeholders.
• Maintain open channels of communication and fosters information sharing.
• Provide leadership in the development and execution of key strategies which differentiates Hollywood Medical Center from its competitors in the area of service and clinical experience.
• Promote open, effective, and ongoing communication and the sharing of information among and between Hollywood Presbyterian Medical Center employees, physician leadership and medical staff.
• Create a culture which is decisive, action-oriented, flexible and poised to seize opportunities to advance quality, service, and performance.
• Ensure the integration of quality, service, and efficiency improvements into day-to-day operations.
• Establish clearly defined goals and objectives and ensure follow through in a timely manner.
• Provide leadership in mentoring and developing direct reports and staff in a manner which emphasizes the importance of team work, collaboration, and the sharing of information, resources, and best practices amongst stakeholders across the organization.
• Provide leadership and guidance in the development and implementation of ongoing programs to improve performance and manage costs, while improving the quality of patient care delivery.
• Ensures compliance with organization policies/procedures and regulatory agencies; effective utilization of personnel, materials, space and equipment; and effective customer service.
• Recommends and implements internal policies and procedures.
• Interprets and applies company policies/procedures.
• Manages the budget to meet the fiscal goals for capital, payroll and non-payroll expenses.
• Performs financial and staffing analysis.
• Coordinates reconciliation of accounts and budget reporting requirements.
• Advises management of serious variances.
• Recommends and implements solutions.
• Supervises multiple ancillary functions, such as secretarial support, systems development, communications and training.
• In addition, provides human resources support to the entire functional area, including managing the hiring, salary determination and performance evaluation processes.
• Directs the unit's participation in diversity employment programs.
• May compile statistics and produce reports (EEO/AA) for human resources and management.
• Facilitates/administers training and educational programs, such as professional development, systems training and train-the-trainer programs.
• May conduct training sessions.
• Identifies service and operational problems and issues.
• Provides project management support to identify, research, develop and implement solutions.
• Edits/produces any organizational unit communications, such as newsletters and directories.
• Represents the organizational unit on administrative matters.
• With HR, direct the implementation of integrated human resources strategies to ensure quality, results in the identification, recruitment, retention and development of key human resources.
• Make sound decisions on best use of resources in support of medical center priorities and strategies.
• Provide leadership and guidance in stewarding the organization through inevitable change which integrates different points of view and builds ownership.
• Support the successful operational implementation and use of technology and New Products.
• Consistently supports compliance and the Code of Conduct (Hollywood Presbyterian Medical Center's code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and license requirements (if applicable), and Hollywood Presbyterian Medical Center's policies and procedures.

Job Qualifications

Minimum Education

• Bachelor's degree required OR four (4) years of experience in a directly related field.
• High School Diploma or General Education Development (GED) required.

Preferred Education

• Master's degree preferred.

Minimum Work Experience and Qualifications

• Basic Qualifications: Minimum five (5) years of experience managing a multi-disciplinary staff of professionals, technical and non-exempt employees.
• Additional Requirements:
• Demonstrated leadership and an ability to influence and motivate others.
• Demonstrated success in operations improvement efforts, cost management initiatives, and hospital and health system development and management.
• Thorough understanding of the healthcare industry, particularly related to physician relationships as well as nurse and ancillary care givers.
• Experience in managing multiple aspects of health care delivery.
• Thorough knowledge of legal, regulatory, ethical, managerial, organizational requirements, principles and standards of care for hospitals and healthcare systems.
• Experience assessing programs, evaluating organizational needs, designing process changes, and successfully implementing changes to process flow and patient care.
• Thorough knowledge of the principles and practices of hospital administration.
• Extensive experience working with physicians and other clinicians; must have examples of successful collaborative efforts.
• Must be able to work in a union environment.

Preferred Work Experience and Qualifications

• May require minimum of three (3) years' experience in functional area.

Required Licensure, Certification, Registration or Designation

• Current California RN License
• Basic Life Support (BLS) Certification from the American Heart Association (AHA)
• Advanced Cardiac Life Support (ACLS) Certification from the American Heart Association (AHA)
• Basic EKG Certification
• NIH-Stoke Scale Certification (required within 30 days of hire)
• Current Los Angeles County Fire and Safety Card (required within 30 days of hire)
• Assault Response Competency (ARC) (required within 30 days of hire)

Status: Full Time Exempt Shift: Exempt Hours: Exempt Weekly/Bi-Weekly Hours: 40hrs/80hrs FTE: 1.0