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Manager Residential Operations

2 months ago

Wauwatosa Wisconsin, Milwaukee County, WI, United States Rogers Behavioral Health Full time
The Manager of Residential Operations represents the Chief Operating Officer – Residential and Director of Residential Services with on-site operational leadership on a 24-hour basis (including weekends and holidays). He/She will have the authority to act on behalf of the Chief Operating Officer/Director of Residential Services by acting independently to provide crisis management, make timely decisions that directly impact patient care, ensure timely and effective communication and collaboration among residential programs. As well as providing operational oversight throughout the residential division. He/She may act as the administrative liaison to patients, families, employees and external customers.

Job Duties & Responsibilities:


Demonstrate judgment and self-sufficiency in effective problem solving while serving as the Manager of Residential Operations and operational resource for the residential division

  • Intervene in situations involving patients, visitors, hospital staff and other external customers.
  • Oversee patient care flow while redirecting and allocating resources.
  • Determine necessary space, equipment, supplies and support systems to ensure effective functioning of residential programs.
  • Work with social services designs to investigate patient/visitor concerns and implement appropriate courses of action.
  • Work with Human Resources to take corrective action in situations requiring immediate intervention, including interpretation and administration of hospital policy and procedures.
  • Facilitate interdepartmental communication, negotiation and decision-making.
  • Obtain adequate facts and evaluate data to identify and intervene in actual and/or potential safety and risk management issues.
  • Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration and program leadership.
  • Document pertinent information, actions and decisions and communicate to appropriate leadership.
  • Communicate issues identified by front line staff to appropriate administrative team related to new administrative or program initiatives.
  • Round residential programs and work with program managers regarding staffing, program developmental and acuity issues.
  • Collaborate with program managers to ensure appropriate transfers to Inpatient, Rogers Partial Hospitalization Program or Intensive Outpatient Program (PHP/IOP).
  • Attend at least one staffing per week in Residential programs to ensure documentation is completed and program schedule is being followed. Work with team to assess treatment recommendations.
  • Work with Chief Operating Officer – Residential and program managers to increase capacity utilization and improve communication.
  • Develops an understanding of regulations regarding Department of Children and Families (DCF) 52 and Department of Human Services (DHS) 83 programs.
  • Collaborate with Director of Residential Services for compliance and policy interpretation.


Promote department and organizational goals as well as the mission of the hospital

  • Communicate goals to fellow staff members.
  • Demonstrate measurable goal achievement.
  • Maintain department policies and procedures.
  • Ensure strategic anchors and fiscal goals such as clinical effectiveness, patient experience, financial sustainability and compassionate culture are being met.


Demonstrate understanding of Joint Commission and other regulatory agency compliance regulations

  • Involve self in the learning and application of standards relevant to the Rogers Improvement System department.
  • Participate in in-services, seminars and other meetings to increase involvement and awareness of regulations.
  • Involve self in the education of other disciplines regarding the department’s regulations.


Participate in hospital committees, performance improvement team meetings, and team projects, as directed

  • Demonstrate punctuality and preparedness.
  • Demonstrate effective communication skills.
  • Demonstrate good organizational skills.
  • Contribute in a positive, solution-focused manner.
  • Attend department meetings as needed, actively participate in discussions, recognize and contribute to activities leading to improvement.


Participate in the performance improvement program

  • Gain understanding of the performance improvement process.
  • Apply the performance improvement model to your department’s activities.
  • Participate and/or create performance improvement teams that lead to improvement in other hospital areas.
  • Educate and involve self in the hospital and department’s performance improvement plans.

Additional Job Description:

Education/Training Requirements:

  • Bachelor's degree required, Master’s degree preferred.
  • A minimum of three years’ experience in a supervisory/management role is required.
  • At least one year of this experience must be a management role with oversite of multiple facilities.
  • CPR certification is required within thirty (30) days of date-of-hire. Annual re-certification is required.
  • Formal training in management of the aggressive patient within sixty (60) days of date-of-hire. Annual re-certification is required.
  • Clinical experience in mental health or chemical dependency services is required.