This position supports Mercy’s philosophy of patient centered care by providing support to customers, physicians, and staff of Mercy Medical Center. The Manager, Clinic Operations II will assure the coordination, integration, facilitation, and provision of cost effective, high quality patient care, within assigned areas, consistent with the strategic priorities and mission of Mercy Medical Center.
Job Duties/Essential Functions
Formulates a future course that reflects departmental needs and is aligned with Mercy's vision. Translates the course into team goals and objectives, sets priorities, and directs the efforts of staff towards accomplishing them.
Recognizes and acts on opportunities for growth and improvement to advance Mercy's goals.
Inspires staff enthusiasm for and generates commitment to departmental and organizational goals.
Standards and Accountability
Holds team and self responsible for maintaining the highest possible performance standards and meeting agreed upon commitments.
Sets and maintains high standards for service to patients, physicians, colleagues, and other Mercy departments. Incorporates needs and concerns of diverse constituencies into decision making.
Planning and Decision Making
Analyzes problems systematically and logically and is resourceful when developing and implementing solutions.
Applies key financial concepts and analysis to decision making. Understands drivers of financial performance and takes these into account when developing strategies and making decisions.
Develops and implements work plans with actionable components and measurable outcomes. Proactively monitors key performance indicators and makes real-time adjustments to ensure that progress stays on track.
Regularly reassesses priorities and competing demands and adjusts allocation of own and staff time and resources to increase efficiency and effectiveness.
Articulates logical and well-founded arguments that support conclusions. Matches communication style to the message and audience. Actively solicits opinions from others. Routinely provides others with the information they need to do their jobs.
Routinely shares suggestions, advice, and insights on progress toward goals. Provides performance feedback that is constructive and actionable, and that highlights successes as well as areas for growth based on objective metrics.
Selects and attracts outstanding staff from diverse backgrounds. Identifies and fills gaps in team skills and knowledge.
Defines development objectives for self and staff that support performance goals and progress toward future skill development. Assists staff in developing their own careers by encouraging them to articulate their career goals, offering challenging growth opportunities, and providing necessary coaching and training.
Builds and maintains long-term relationships with others based on mutual respect and trust. Fosters cooperation and collaborative decision-making among staff with diverse backgrounds and interests. When conflict arises, works effectively towards solutions and compromises that take the needs of all parties into account.
Provides regular updates on goal progress and works with own manager to minimize risks and resolve problems.
Ensures that accurate and clinically relevant information is communicated with patients, their families, and co-workers at hand offs and other times as needed. Take all measures necessary to ensure that the appropriate and involved parties have communicated necessary information in order to allow for the best possible patient outcome
Ensures high quality and safe patient care using evidence-based practice, performance improvement, and service excellence.
Identifies quality improvement opportunities based on quality metrics.
Manages customer complaints in a timely and caring manner.
Evaluates Press-Ganey or Internal Customer Survey scores at least quarterly, as applicable.
Implements strategies to assure physician satisfaction.
Conducts regular staff meetings.
Develops and/or maintains accurate job descriptions and performance standards for all job classifications within areas of responsibility.
Develops and utilizes a formal plan to recognize outstanding individuals or teams.
Implements key initiatives and demonstrates performance improvement within areas of responsibility.
Provides for mechanisms to measure, analyze and manage variation in the performance of defined processes.
Practices cost containment efforts on a shift to shift basis by efficient use of time and resources, i.e., man-hours, patient charges, equipment, supplies.
Prepares or provides input to preliminary Capital, FTE and Operating budgets for department/unit by due date.
Leads and/or participates in department, service line and/or organization-wide problem-solving, re-design or new program projects or performance improvement teams, committees and councils.
Fosters interdisciplinary, collaborative relationships within the service and the institution as a whole.
Follows Mercy's safety guidelines, carries out job- specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.
Department Specific Duties
Attends management meetings.
Reviews and updates orientation and educational materials for the department.
Expected to perform patient care as needed to maintain productivity statistics.
Schedules procedures as needed.
Maintains on-site sample medications according to Mercy's policies and procedures.
Knowledge, Skills and Abilities
Demonstrates effective leadership skills (i.e. coaching, counseling, prioritization, decision making and conflict management).
Utilizes effective coordination, collaboration, and facilitative skills.
Fosters a culture of accountability, creative and critical thinking, and staff development.
Possesses skill in staffing, financial management, project management, forecasting, staff development and change management.
Maintains a positive, professional demeanor in emotionally charged situations and serves as a role model for staff.
Committed to ongoing self-development and learning.
Models exemplary customer service skills including verbal, non-verbal skills and proper phone etiquette.
Creates a welcoming environment for all healthcare team members.
Three years clinical experience required.
Previous experience in specialty preferred.
Two years management or leadership experience preferred.
Education sufficient to obtain RN or LPN licensure.
Physician/Clinic management experience preferred.
Licensure, Certification, Registration
Currently licensed to practice as a registered nurse or licensed practical nurse in the state of Iowa or compact state required.
Current certification in Basic Life Support (BLS), in accordance with the American Heart Association required.
Iowa Dependent Adult Abuse & Iowa Child Abuse Mandatory Reporter training required. Employee must submit certification of completed training to Human Resources prior to start or transfer date.
Physical Activity Requirements
Constant = 67-100% of workday
Frequent = 34-66% of workday
Use of fingers
Occasional = 33% or less of workday
Physical Demand Requirements
Heavy: Exert 50-100 lbs. of force occasionally and/or 25-50 lbs. of force frequently