Head of Client Support Services

Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.News & World Report. Lurie Children's Hospital of Chicago Job Description This is a full time position with 24/7 accountability that will be require being in the office 4 days a week (M-F) to work 10-hour day/evenings from 1200 noon-10:30 pm. You must have a completed bachelor's degree and 2-5 years of healthcare experience to receive an interview for this role. The Manager, Inpatient Support Services plays a critical leadership role as the inpatient liaison for support staff across inpatient services. This role collaborates closely with medical, nursing, and ancillary leadership to coordinate the day-to-day support activities throughout inpatient services ensuring the delivery of excellent patient care in a 24/7 care environment. Under the leadership of Director, Patient Care Operations, creates a work environment that engages staff in the attainment of departmental and organizations goals and vision. Manages support team members who provide patient care support, oversees the patient care environment, and interfaces with departments providing support services to patient care operations. Manages the human resources and operational functions of the assigned area. Identifies and leads performance improvement initiatives in collaboration with the Directors and Managers. Provides leadership, direction, and coordination for the inpatient support staff with 24 hour accountability. Responsible for the human resource functions of recruitment/selection, scheduling staff for optimal coverage, orientation/training, day to day delegation, monitoring of work activities, performance evaluation, and progressive discipline when applicable. Administers all ETA/payroll functions for support staff. Promotes growth and development of staff through coaching, recognition, and feedback. Fosters and facilitates customer-oriented communication and service excellence. Directs team members in communicating with one another and serves as a conduit for information that flows from the team to other organizational-wide departments and from those departments back to the unit-based team. Assures compliance with all accreditation and regulatory standards. Identifies opportunities for process improvement that will enhance quality outcomes. Develops new program process, implements, educates, monitors, and analyzes systems for efficiency and effectiveness related to quality improvement and customer service for inpatient operations. Participates in the development, implementation, and monitoring of customer service standards and evaluation of performance improvement initiatives across the organization. Collaborates with unit, department, and hospital personnel to achieve service excellence and patient satisfaction goals. Conducts patient/family rounds and initiates prompt service recovery where indicated. Exhibits application of Lurie Children’s Service Excellence Principles in daily work. Continually improves personal skills to ensure the highest quality patient care and leadership of staff are exhibited through teamwork. Monitors expenses to enhance fiscal performance. The authority to hire, separate, promote, demote, write and administer performance evaluations. Bachelor’s degree in healthcare administration, business, or a related field required. Experience working in partnership with healthcare professionals in leadership roles. Ability to work independently and assume responsibility and accountability for assigned projects. Prior experience with process improvement methodology preferred. Ability to prioritize multiple tasks and manage several projects at the same time. Ability to check documents for errors, use a keyboard to enter or retrieve data, closely examine reports, and visually inspect the environment is required. Intermediate skills in Microsoft Office Suite (Excel, Outlook, etc.) Demonstrated ability in budget planning and fiscal management preferred. Lurie Children's will consider visa sponsorship of qualified candidates for the registered nurse role, subject to all applicable law as well as business and budgetary limitations. Education Bachelor's Degree (Required) Pay Range $70,720.00-$115,627.20 Salary At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. In addition to base salary, Lurie Children’s offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. For more details on other compensation, consult your recruiter or click the following link to learn more about our benefits. Benefit Statement For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes: Medical, dental and vision insurance Employer paid group term life and disability Employer contribution toward Health Savings Account Flexible Spending Accounts Paid Time Off (PTO), Paid Holidays and Paid Parental Leave 403(b) with a 5% employer match Various voluntary benefits: Supplemental Life, AD&D and Disability Critical Illness, Accident and Hospital Indemnity coverage Tuition assistance Student loan servicing and support Adoption benefits Backup Childcare and Eldercare Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members Discount on services at Lurie Children’s facilities Discount purchasing program There’s a Place for You with Us At Lurie Children’s, we embrace and celebrate building a team with a variety of backgrounds, skills, and viewpoints — recognizing that different life experiences strengthen our workplace and the care we provide to the Chicago community and beyond. Lurie Children’s and its affiliates are equal employment opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, ancestry, age, disability, marital status, pregnancy, protected veteran status, order of protection status, protected genetic information, or any other characteristic protected by law. Support email: View email address on click.appcast.io Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do.