Head of Client Services

Job Summary:
The Manager of Surgical Services is responsible for the leadership and management of the surgical services department including the main side and short-stay preoperative (including chart-prep), operating room, postoperative, central sterilization, anesthesia technicians, schedulers, and treatment departments. Under the direction of the Chief Nursing Officer (CNO), they will construct and implement all policies, procedures, and operational guidelines pertaining to the above departments under surgical services. This Manager will be responsible for coordinating with surgeons, anesthesiologists, and other members of the surgical team to ensure optimal patient outcomes.

Essential Job Functions

Quality:
• Utilize the nursing process of assessment, planning, implementation, and evaluation to direct or provide nursing care.
• Ensure compliance with all relevant regulatory requirements, including those set forth by state and federal agencies, as well as accrediting bodies.
• Actively participate in and collaborate with organizational leaders during root cause analyses and/or high priority reviews.
• Develop and implement process improvements as a result of root cause analyses, high priority reviews, or other quality initiatives.
• Utilize ASPAN, AORN, AAMI and other resource materials to develop quality and performance improvement programs, instructing staff and implementing new and improved standards.
• Collaborate with Infection Prevention Registered Nurse on compliance with accreditation requirements, patient safety initiatives and risk mitigation strategies.

Workforce Management:
• Manage and develop Associate Managers.
• Ensure adequate communication of pertinent information as it relates to hospital operations to all departmental staff in various channels including but not limited to staff meetings, huddle, one-on-one and via email.
• Collaborate with Charges and Associate Managers in employee performance management including, but not limited to, annual performance evaluations and complex counseling, discipline, feedback, and development situations.
• Collaborate with the Human Resources Department in conducting interviews and making hiring decisions of departmental leaders.
• Oversee and monitor the training and development program for Surgery Surgical Services Department.
• Develop and manage employee engagement and retention efforts including, but not limited to, analysis of annual survey results, development of action plan(s), and ongoing monitoring of employee satisfaction.
• Evaluate, develop, and implement strategic staffing plans to ensure adequate coverage based on patient needs, budget constraints and regulatory requirements.
• Collaborate with Chief Nursing Officer and Human Resources Department to forecast staffing needs and align staffing levels with organizational goals and objectives.
• Analyze staffing metrics and trends, including but not limited to overtime, productivity, and turnover, for improvement and implement solutions to optimize staffing efficiency.

Equipment Management and Capital Budgeting:
• Facilitate new product and/or equipment trials.
• Prepare annual capital budget request including but not limited to capital expenditure requests.
• Reconcile the purchases of equipment and capital against billing.

Physician Relations:
• Foster a collaborative and respectful relationship between nursing staff and physicians, promoting effective communication and teamwork.
• Coordinate care delivery between nursing and medical staff to ensure seamless patient care and optimal outcomes.
• Address complex conflicts or issues that arise between nursing staff and physicians in a timely fashion.
• Collaborate with physicians on quality improvement initiatives to enhance patient care and safety.
• Participate in new provider orientation.

Strategic:
• Develop and implement strategic plans to ensure the designated departments align with the overall goals and mission of the hospital.
• Work with executive leadership to develop new service lines that align with the hospital's strategic goals and address unmet patient needs.
• Implement change management strategies to ensure successful implementation of new growth initiatives and minimize resistance from staff or stakeholders.

Miscellaneous:
• Serve on committees as designated by the Chief Nursing Officer.
• Participates in the clinical manager on-call rotation.

Other duties as assigned.

Knowledge Skills and Abilities:
• Ability to take control of situations and direct subordinate activities in a responsible manner.
• Ability to instruct and train in policies and procedures.
• Ability to prepare performance evaluations and make recommendations regarding unsatisfactory employees.
• Ability to assign work, add or delete, plan work and establish priorities.
• Ability to comprehend, retain and apply the requirements of any governmental or regulatory body.
• Ability to exhibit strong communication, presentation and listening skills to ensure facility-wide collaboration and coordination.
• Ability to build consensus and commitment among various stakeholders.
• Ability to understand and address complex issues in the critical areas of healthcare, including but not limited to regulatory/legislative changes and physician partnerships.
• Ability to maintain high ethical standards, integrity, and behavior consistent with OakLeaf's Customer Service Standards
• Ability to relate and work effectively with others.
• Ability to participate in the Administrator On Call rotation
• Ability to attend meetings outside of normal business hours as needed.

Equipment Knowledge Required:
• Ability to operate various types of equipment - standard office equipment, computers, and intermediate knowledge of Microsoft Office and other programs as assigned.
• Ability to use Electronic Medical Record system.
• Other equipment could be required.

Reasoning Ability:
• Ability to define problems and deal with a variety of situations.
• Ability to make decisions independently with strong decision-making capability.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to use a fact-based approach to assessing and designing solutions.

Language Skills:
• Ability to exhibit excellent communication, presentation, and listening skills.
• Ability to communicate effectively with other members of the staff, physicians, patients, and managing partner.
• Ability to develop, interpret and implement local policies and procedures; general correspondence; and Federal, State, and local regulations.
• Ability to communicate in English in both written and verbal format.

Mathematical Skills:
• Ability to perform intermediate mathematical calculations.

Qualifications, Knowledge & Ability:
• Demonstrates eligibility for employment in the U.S.
• Associate's degree from an accredited school of professional nursing is required.
• Bachelor's degree from an accredited school of professional nursing must be obtained within 2 years of hire.
• Two years or more years of healthcare leadership experience required.
• Surgical Services experience preferred.
• Current RN licensure in the State of Wisconsin.
• BLS certification is required upon hire.
• ACLS and PALS are required within six months of hire.

Benefits:

• Comprehensive health, dental, and vision insurance
• Health Savings Account with an employer contribution
• Company paid life insurance
• Free meals
• PTO
• 401(k) retirement plan with 4% company match
• Tuition reimbursement
• Wellness reimbursement