MANAGER PATIENT SERVICES (C 5 N/M- COOPER AMB)

Patient Services Manager

The Patient Services Manager is responsible for the overall operation of a clinical unit and has 24-hour accountability for all patient care activities and staff who work under his/her direction. This position ensures the effective delivery of clinical patient care and compliance with administrative and clinical policies and procedures. The Manager develops and implements a supportive environment that energizes staff to enhance the delivery of safe quality patient care and discharge from hospital units.

Demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation.

Responsibilities

Oversee care provided to Orthopedic Surgery patients including but not limited to TKA, THA, TSA and any other Orthopedic related Surgical or Non-surgical patients admitted to C5N/M or CAMB

Oversee care provided to Neurosurgery patients including but not limited to Cervical Fusions, Cervical Laminectomy, Thoracic Fusions, Thoracic Laminectomy, Lumbar Fusions, Lumbar Laminectomy and any other Neurosurgery related Surgical or Non-surgical patients admitted to C5N/M/CAMB

Oversee care provided to Trauma Service patients that are Surgical or Non-surgical admitted to C5N/M/CAMB

Oversee care provided to any Surgical or Non-surgical patient admitted to C5N/M or CAMB.

Oversee care provided to any Pre-op patient admitted C5N/M or CAMB department prior to surgical intervention.

Oversee care provided to any Post-op patient admitted to C5N/M or CAMB department after surgical intervention and before discharge from unit.

Oversee care provided to Plastic Surgery patients including but not limited to surgical and non-surgical patients admitted to C5N/M or CAMB.

Contributes to organization success targets for patient satisfaction and net operating margins.

Supports the organizations patient flow efforts through compliance to unit and Patient Services policies.

Plans, schedules, and organizes the staff ensuring proper distribution and delegation of assignments and efficient utilization of personnel, space and facilities.

Accountability for the requisition, care and maintenance of unit inventory, equipment, and supplies.

Develops action plans to ensure budget and resource efficiency utilizing internal and external benchmarking, quality outcomes, and satisfaction with patient care delivery.

Models Covenant's Mission, Vision and Values by the promotion of Extraordinary Care for Every Generation, our Promise of Caring and Commitment to Service.

Supports Covenant's Patient Centric Commitment, The Compact between Covenant HealthCare and its Medical Staff, and the pursuit of High Reliability.

Responsible for maintaining understanding of Regulatory and Association Standards ( e.g. ACHC, AORN, ASPAN, SGNA, AAMI, ASA, ACS)

Creates and maintains a culture of service excellence and accountability on the patient unit, serves as a role model to others.

Rounds daily on patients, establishes an effective post discharge call-back process, and initiates service recovery efforts when necessary. Ensures effective iCare rounding process by staff for patients as well as effective nurse/physician rounds.

Monitors feedback from customers to enhance attainment of best practice and takes appropriate steps to meet Press Ganey goals.

Identifies and effectively responds to issues relating to patient/physician satisfaction.

Facilitates unit-based employee involvement in development of customer service improvement activities.

Has clinical and social contact with patients, including all age groups, and is able to appropriately assess, care for and treat them according to the guidelines as defined by Covenant HealthCare.

Collaborates with other disciplines to design, implement, evaluate, and adapt systems of care and a unit culture to achieve targeted clinical quality and fiscal outcomes.

Applies a systematic process for program planning and resource allocation for populations of patients.

Ensures that the physical environment, patient confidentiality, and patient rights are maintained promoting safe quality patient care outcomes.

Ensures that patient care documentation is complete and accurate in accordance with hospital and unit policies and procedures.

Promotes clinical excellence through applied clinical knowledge, leadership, and evidence-based research utilization.

Establishes and maintains working relationships with all Covenant HealthCare, the medical staff and affiliated agencies.

Orchestrates change to improve clinical and organizational outcomes.

Integrates continual performance improvement into the structure and processes of the daily practice of team members to achieve desired clinical and fiscal outcomes.

Aligns all unit activities with departmental and institution performance improvement goals, encouraging collaboration and problem solving across the various disciplines.

Develop strategies to promote employee morale leading to effective recruitment and retention of staff and overall employee engagement.

Works collaboratively with physicians and other service providers for desired quality, fiscal and service outcomes.

Maintains required unit records, reports and statistics, regulatory logs, unit and organizations policy and procedures, quality monitoring, safety, environmental and infection control measures and holds staff accountable to established requirements.

Oversees various personnel actions including but not limited to, hiring, performance appraisals, disciplinary actions, employee recognition, terminations and other related activities.

Promptly reports actual or potential medication errors, adverse drug events, sentinel events, and patient safety events.

Other duties as assigned.

Qualifications

EDUCATION/EXPERIENCE

Current Michigan licensure to practice as a RN.

BSN or Bachelor's degree in related field required.

RN with clinical expertise and demonstrated leadership experience who commits to entering a baccalaureate program within one year of hire and completion within 3 years of hire will be considered.

BLS Certification

Maintains professional development through seminars, workshops, in-service activities and current professional literature.

Minimum of three to five years experience in a hospital setting preferred.

Previous management or education experience preferred.

KNOWLEDGE/SKILLS/ABILITIES

Computer competency, including Microsoft Office and Lotus Notes.

Knowledge of standard office equipment.

Clinical expertise of healthcare team.

Excellent oral and written communication skills.

Must be able to work well with the public and able to be tactful in often hectic and stressful situations

Sound judgment in handling confidential or sensitive issues and material.

Ability to develop and lead teams.

WORKING CONDITIONS/PHYSICAL DEMANDS

Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Frequent standing, walking, sitting, lifting, pushing, pulling, twisting, reaching, handling, feeling, talking, hearing, near vision, midrange vision, far vision, depth perception, visual accommodation, color vision, and field of vision.

Occasional lifting up to 25 lbs. or more.

Occasional carrying, climbing, balancing, stooping, kneeling, crouching, and squatting.