Manager, Social Workers

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Job Location (Full Address): 601 Elmwood Ave, Rochester, New York, United States of America, 14642 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 500180 Social Work - Adult Services Work Shift: UR - Day (United States of America) Range: UR URCE 215 Compensation Range: $81,310.00 - $105,703.00 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. Responsibilities: With great latitude and while exercising independent judgement, serves as the SWPFS Manager for the URMC Hotel and Lodging Program, the Care Management and Social Work and Patient & Family Services Suites as well as Orienting and Training new staff. Collaborates and works closely with the following program Directors and Managers: Administrative Services, Systems Analyst, Chaplaincy Services, Communications Center, Financial Counseling, Financial Case Management, Home Care Liaison/Acute Care Coordinators, Interpreter Services, Ambassador and Guest Services, Social Work and Patient and Family Relations. The Social Work Manager is responsible for ensuring the delivery of, quality social work services within the Inpatient Medical/Surgical Units. The manager collaborates with the Director of Social Work in the development, implementation and evaluation of interdisciplinary programs and services. The manager ensures that social work services are provided within appropriate quality and professional standards, and in accordance with the policies, procedures and protocols of the Social Work Division and Strong Memorial Hospital. The manager ensures the development and implementation of quality assurance and in-service training programs for the social work staff. Serves as the Departmental Deputy eRecord builder and educator. Represent SWPFS in multiple committees with EPIC and ISD. Creates, builds and maintains templates, flowsheets and smart tools. Provides education to all of SWPFS when updates are launched; creates and maintains extensive library of eRecord “tip sheets” The social worker in close collaboration with fellow Managers, is responsible for providing orientation and education to all new staff (80-100/per year) within the Social Work and Patient & Family Services Department. The social worker completes all orientation tasks that are common throughout the department. The social worker carries out administrative, teaching, advocacy and consultation responsibilities associated with the Social Work and Patient & Family Services. They will also facilitate eRecord trainings for all new staff and oversee all new eRecord opportunities for the department. Social worker will be available to all sites where department members are based: inpatient, outpatient and off site locations. Educates all inpatient staff within SWPFS on communication options, including Haiku with Vocera phone, secure chat, paging, etc. Tracks, manages and assigns Vocera device to applicable staff. Ensures that Hospital and Program standards of administrative quality and excellence are met with efficient and well- integrated administrative operations of outstanding customer service, communication, attention to detail, organization and confidentiality. Must be able to make independent decisions when dealing with complex issues or concerns. ESSENTIAL FUNCTIONS Leadership/Management- With great latitude and independent judgment, oversees operations and systems of the Inpatient Social Work team. Exhibits experienced level leadership skills and the ability to set high standards of performance and coach employees to continued success Applies operations and related Workforce management knowledge and skills to effectively lead the team and support department goals Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base Serves as direct supervisor to 3 social work employees ensuring proper coverage is maintained on the inpatient units. Collaborates with interdepartmental leadership to resolve questions or concerns. Resolves high level, escalated patient issues, speaking with administrators, physicians, nurses as needed to insure patient needs are met and within scope of service. Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service. Utilizes good judgment and professionalism to effectively handle and resolve patient, visitor or family complaints; determines when situations warrant escalating to Patient Relations, Public Safety, or senior leaders within the health system. Participates in the after hour administrator on-call rotation to assist staff with problem solving and voucher approvals Performs emergency and disaster protocols/procedures. Participates or ensures social work participation on diverse interdisciplinary committees in the Departments of Medicine and Surgery including those dealing with clinical programs, policy and procedure, quality assurance and interdisciplinary in-service training. Ensures that services provided by social work staff assigned conform to the quality assurance standards and clinical policies and procedures of the Social Work Division, the clinical areas and Strong Memorial Hospital, as well as the requirements of State and federal regulatory agencies. Provides ALC consultation and coordination for the inpatient units. Ensures efficient business operations and exceptional customer service to patients & family members that present in both of our Social Work and Patient & Family Services Suites. Oversees customer satisfaction and feedback to determine and implement improvements to the quality of service. Manages receptionists and desk coverage. Trains and collaborates with other administrative team members to provide backup receptionist coverage. Establishes departmental standards for quality administrative operations. Utilizes quality assurance monitoring to oversee and address any issues and identify problem areas for systems or procedural improvements. Collaborates with other University, URMedicine and Hospital departments and participates in departmental committees to support, manage and develop administrative initiatives and processes URMC Hotel and Lodging Services Program Management Serves as Business Manager for URMC’s Hotel & Lodging Program Responsible for establishing and maintaining partnerships with primary and back-up hotels. Handles all issues and concerns from both hotel partners and our patients & families Collaborates with Purchasing, hotel partners’ leadership teams and Office of Counsel to establish and negotiate contracts. Analyzes costs and monitors utilization to establish an annual budget and ensure efficiency. Determines and recommends programmatic modifications to meet strategic goals for the program. Collaborates with the Data Systems Group to maintain and improve the reservation database; electronic reservation request process, internet and intranet websites and OpTime system. Human Resources/Administration Reviews, approves and coordinates time off requests and evaluates appropriate coverage to ensure appropriate staffing Maintain a working knowledge of UR policies and procedures, including state and federal mandates and other employment-related policies such as FMLA and ADA Motivates and supports teams through feedback and communication Manages employee performance utilizing performance management tools. Maintains accurate documentation of employee performance. Writes and delivers annual performance reviews of all direct reports and provides regular feedback on employee performance Ensures staff compliance with mandatory hospital requirements (i.e. annual health updates, mandatories, harassment and discrimination training etc.) Authorizes and requests staff access for assigned clinical areas. Utilizes expertise to respond to individual needs and follow diverse departmental protocols. Provides resources and coaches staff to provide the highest level of customer recovery skills. (ICARE values) Creates and executes programs and activities for employee recognition, process improvement and morale Performs all personnel administration including recruitment, hiring, firing, and performance management for social work staff. front desk and coverage staff. Monitors staff satisfaction and feedback to initiate and follow through on action plans. Facilitates monthly team meetings Assesses staff’s ongoing training needs and develops and implements training resources and procedures. Provides supervision, leadership, coaching and counseling to social work staff. all administrative staff. URMC/Departmental Orientation Responsible for the onboarding and education of all new staff within SWPFS which includes the following Orient employee to Outlook Review voicemail set up Assist with setting up Box account Orient to use of Pager if indicated Orientation folder and SharePoint Facilitate completion of mandatory MyPath trainings Review SW databases for discharge planning (social work only) HRMS Review online policy and procedures Parking Creates and maintains educational materials provided to new hires Provides preemployment information to new hires prior to start date eRecord SuperUser, Trainer & Builder Lead on all new eRecord builds for Social Work and Patient & Family Services which include: system smart phrases, smart texts, smart lists, and note writer templates. Facilitate regular meetings w/ the ISD eRecord trainer assigned to SWPFS Department Participate in ISD eRecord Super User meetings when indicated or other adhoc eRecord specific meetings when identified Responsible for providing oversight of the computer based training to new hires in the Department no matter their placement (AMB, IP, ED, Interns) Responsible for eRecord training for all new Social Work and Patient & Family Services staff Host drop in sessions for new upgrades and changes to efficiency as outlined by the SW eRecord committee Present to the General Staff any broad changes Participate in divisional staff meetings as requested by Managers on specific items/trainings needed Seek feedback from staff about any changes in the process, including SW Advisory and Executive and Management team Create and build Tip Sheets for SW SharePoint usage Create and execute trainings for SW Interns in August (or as needed for off-cycle Students) Reviewing eRecord update emails for Department roles and sending out information to the departments impacted Other duties as assigned MINIMUM EDUCATION & EXPERIENCE Master's degree from an accredited school of Social Work or related field and 5 years of practice in social work within the health field including supervisory experience required Or equivalent combination of education and experience LMSW - Licensed Master Social Worker upon hire required The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law. Notice: If you are a Current Employee, please log into myURHR to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward. Learn. Discover. Heal. Create. Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals. At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.