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The Nurse Manager -Service Line Manager (SLM) is responsible for overseeing a team of clinical team members including RNs, LPNs, and CMAs. The Manager must exhibit experienced professionalism when interacting with patients and staff. Must have the ability and confidence to mentor others and give advice on how to resolve day to day clinical departmental operations. Requires dedication towards developing relationships with the clinical members on their team to empower them to provide excellent patient care.
Responsible for overseeing day to day clinical departmental operations; maintain responsibility for efficient departmental functionality and act as an intermediary between administration and departmental staff. The SLM implements and communicates improvement processes into departmental teams. The SLM will work in accordance with the federal, state, and local regulations. This position will be responsible for, but not limited to the following:
PRINCIPLE DUTIES
1. Responsible for overseeing RN’s LPN’s and CMA’s at multiple clinic locations.
a. Manages timecards for team members using PayPro.
b. Empowers the team with the ability to lead and motivate others.
c. Responsible for interviewing, hiring, and onboarding training processes for new employees.
d. Develop a weekly work schedule for multiple locations.
e. Responds to and investigates both complaints and concerns, and communicates identified issues to appropriate staff.
2. Improve quality and efficiency of clinical operations with the following administrative responsibilities.
a. Proactive about workflow improvement suggestions to enhance departmental flow.
b. Active participation in Quality Improvement initiatives including PDSA’s.
i. Responsible for presenting data for specific quality metrics using excel reports.
c. Implements lean management principles in departmental problem resolution and change efforts.
d. Medical supply inventory management and ordering.
e. Managing daily workflow processes to ensure efficient and effective health center performance.
f. Leads MBO team members to utilize established standards, policies and to ensure standardized workflows across clinic locations are followed.
g. Works collaboratively with organizational leadership to resolve conflicts within and between departments.
3. Develops staff through training and provides feedback to team members on a regular basis.
a. Creates goals and objectives and provides support for teams to reach goals.
b. Offer mentorship for MBO team members for staff development.
c. Leads appropriate meetings, committees, work groups, etc. as needed.
d. Coordinate regular training for MBO team members.
e. Strong organization and planning skills.
f. Ability to lead and motivate team members.
g. Conducts annual team leader evaluations and ensures high quality evaluations for all departmental staff.
i. Follows staff progress towards evaluation goals; provides assistance and instruction as needed.
4. Works with Director of Operations to implement quality improvement initiatives, identifies process improvement opportunities, and presents recommendations and resolutions that align to the organizational strategic pathway to the Director of Operations.
a. Completes special projects as determined by Director of Operations and COO.
b. Ensures departmental compliance; verifies departmental compliance logs are complete and reports departmental data to management team.
c. Communicates corporate messages and ensures implementation of policies and procedures, routinely shares information with staff, and informs Director of Clinical Support Services, COO, Clinical Directors, and appropriate department Service Line Managers on progress of change initiatives.
5. Skills
a. Strong attention to detail.
b. Excellent verbal and written communication.
c. Solution based problem solving skills.
d. Professionalism.
e. Time management and planning skills.
f. Ability to work with a variety of healthcare professionals and patients.
6. Performs other duties in other departments as assigned.
7. Recognizes that the completion of the above listed duties illustrates the employee's role in team-based care and accepts responsibility for being an active member of the team, including identification of quality improvement opportunities.
SIGNATURE AUTHORITY
The Service Line Manager will be authorized to approve routine supply orders for the department up to the order points established in conjunction with the COO.
The Service Line Manager may approve the purchase of individual items up to $2,500. The COO should be consulted for equipment exceeding this threshold.
The Service Line Manager does not have signature authority for contracts or service agreements.
JOB REQUIREMENTS
Minimum Education
Bachelor’s degree in nursing, business management, healthcare management, social work or related field.
Minimum Work Experience
Must have a minimum of five years of administrative or clinical positions in a FQHC, private practice or hospital. A minimum of two years of leadership or supervisory experience is required.
Required License
Registered Nurse
Qualifications
Successful applicants must be adept at planning and organization to prioritize activities and meet deadlines. Candidates should be able to monitor team efficiencies and to analyze situations that require effective action. Successful candidates will be able to implement action plans for process improvement, communicate effectively both orally and in writing to a varied audience; in particular the ability to write clear written instructions for staff of varied educational backgrounds. Skill in policy and process development. Preference will be given to the candidate with previous medical leadership experience.
ORGANIZATIONAL EXPECTATIONS
Professionalism
Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of practice through reading and in-services. This is especially important in the areas of insurance coverage and claims, patient flow, scheduling, assuring correct patient information, and handling patient relations. Obeys appropriate dress code as specified in Employee Handbook. Provide superior customer service to all patients, external customers (office staff of other offices, hospital, community agencies, etc.), and co-workers. Serves as an ambassador of the White House Clinics in all conversations and interactions with these parties.
Service
Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Mission, Vision, and Values of the organization. Maintains clinic standards for a clean and quiet patient environment to maintain a positive patient care experience. Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
Compliance
Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards. Complies with organizational and regulatory policies for handling confidential patient information. Adheres to professional standards, clinic policies and procedures (OSHA, HIPAA, Standing Orders, etc.), federal, state, and local requirements, Health Resources and Services Administration (HRSA), U.S. Department of Health and Human Services (HHS), Office of the Inspector General (OIG), etc. Cooperates fully with all aspects of Corporate Compliance Plan and Standards of Conduct. Participates in all safety programs which may include assignment to an emergency response team.
ACCOUNTABILITY
Accountable to the Director of Clinical Support Staff and responsible for keeping the COO, CEO, and Clinical Directors informed of office activities and problems that arise.
SUPERVISION EXERCISED
Clinical Team Leaders and clinical departmental staff.
TYPICAL PHYSICAL DEMANDS
This position requires sitting, some bending, stooping and stretching. Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required. Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employees will be required lift papers or boxes up to 50 pounds occasionally.
TYPICAL WORKING CONDITIONS
Work is performed in an office environment and involves frequent contact with staff and the public. Must be dedicated to professionalism when interacting with patients and staff. Position may involve dealing with angry or upset people. Evening and/or weekend work may be required. Work may be stressful at times.
TRAVEL REQUIREMENTS
Frequent travel between clinics; mileage is reimbursed.
SALARY
$62,500 +
WORK HOURS
40+ hours per week (exempt from wage and hour laws; irregular schedule)
EVALUATION
Evaluated annually by the Director of Clinical Support Services with input from providers and support staff as appropriate.
