TITLE: Nurse Manager
ROLE: See generic job description for Manager
AREA OF ASSIGNMENT: Patient Care Services
HOURS OF WORK: Variable
RESPONSIBLE TO: Director or Administrator
PRE-REQUISITES:
Current Washington State RN licensure is required.
Masters degree preferred.
Minimum of three (3) years management experience required.
Three (3) years clinical experience within the last seven (7) years preferred.
QUALIFICATIONS:
Ability to comprehend, execute and act within scope of practice.
Ability to communicate effectively in oral and written form in the English language.
Demonstrates effective interpersonal skills in a diverse population.
Able to communicate and work effectively with the physical and emotional developments of all age groups.
UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT, AND WORKING CONDITIONS: See generic criteria.
PERFORMANCE RESPONSIBILITIES: See attached
Leadership
Performance Review Criteria
Meet
Exceed
Building Team Spirit:
Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; lets subordinates present to senior management.
? Demonstrates high ethical standards and personal integrity.
? Provides a safe and secure environment for staff and patients. Responds to identified problems. Seeks input and supervision to manage negative occurrences.
? Adapts planned educational programs; begins to recognize and integrate different ways of teaching into development of staff; incorporates patient's understanding into practice; sees the overlapping of educational plans from different healthcare providers' perspectives; sees the staff as having input into goals; begins to see individualism.
? Consistently demonstrates high ethical standards and personal integrity. Leads by example.
? Consistently pays attention to quality of work life issues for employees; shows warmth, empathy and respect; crafts strategies designed to cultivate employee satisfaction.
? Creatively modifies or develops education programs; integrates education throughout delivery of care; evaluates understanding by observing behavior changes related to learning; is able to collaborate and incorporate all healthcare providers' and educational plans into the educational program; sets goals for education; sees staff as having choices and consequences that are negotiated in relation to education
.
Managing Vision and Purpose:
Communicates a compelling and inspired vision or sense of core purpose; sees possibilities; is optimistic; makes the vision sharable by everyone; can inspire and motivate entire units or organizations
? Demonstrates understanding of medical center mission and goals. Fosters clear vision for team with guidance. Clarifies roles and responsibilities. Carries out needed action as directed.
? Able to recognize situations when staff are not aligned with organizational goals.
? Efforts consistently reflect medical center mission and goals. Fosters clear vision for team. Clarifies roles and responsibilities. Initiates action without supervision.
? Creates alignment between staff and administration.
? Consistently interprets vision and assists staff in the application within their role.
? Staff understand how they contribute to the mission and voice a positive perspective of the organization.
Hiring, Directing and Developing Team Members:
Has a nose for talent; is good at establishing clear directions and work plans; is fair. Provides challenging and stretching tasks and assignments; distributes the workload appropriately, constructs compelling development plans and executes them; will take subordinates who need work; is a people builder.
Hiring, Directing and Developing Team Members: (Continued)
? Responds to new problems and opportunities and develops effective solutions. Meets goals as negotiated.
? Actively supports and participates in change initiatives; implements changes as directed.
? Is generally self-directed; takes appropriate action (sometimes coaching or supervision); demonstrates a "can-do" attitude.
? Hires the right people; ensures appropriate staffing to meet service needs; implements work redesign as indicated; builds a strong team with complementary strengths and facilitates group process with guidance.
? Coaches and develops staff; provides environment of learning and growth; assures competency of staff in accordance with VMC Competency Assessment Plan.
? Gives feedback to staff in a fair consistent manner and demonstrates ability to make behavioral requests.
? Accepts feedback regarding their own performance and acts on requests for improvement.
? Anticipates new problems and opportunities and develops effective solutions. Meets and exceeds goals as negotiated.
? Challenges the status quo and champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes.
? Is a self-starter, takes risks, takes appropriate independent action, and demonstrates a "can do" attitude.
? Hires the right people; ensures appropriate staffing to meet service needs, initiates work redesign as indicated; builds a strong team with complementary strengths; forms effective teams; able to facilitate group process; readily uses a variety of leadership styles as indicated.
? Encourages and empowers others to achieve; creates enthusiasm and a desire to excel; celebrates team's successes. Coaches and develops staff continually.
? Effective and consistent feedback results in individuals changing behaviors and measurable improvements in clinical practice.
? Routinely initiates request for feedback. Welcomes opportunity to grow and develop. Readily adapts behavior and seeks validation of new learning.
Integrity and Trust:
Is widely trusted; is seen as direct and truthful; keeps confidences; doesn't blame others for his/her own mistakes or misrepresent him/herself for personal gain or protection.
Is very flexible and adaptable and effectively copes with change; can act in ways that seem contradictory, can be tough
and compassionate, empathic and objective; can lead and follow, can work on one's own and be a team player.
? Works on behalf of patient and family.
Demonstrates ability to suspend frame of reference.
Incorporates patient values into care.
Supports colleagues in ethical and clinical issues.
Demonstrates give and take with patient's family, allowing them to speak/represent themselves when possible.
Works on behalf of the team, at times setting own agenda aside.
Facilitates discussion so all team members participate.
Demonstrates ability to listen and absorb diverse opinions.
Doesn't blame others for poor decisions.
Is able to verbalize and demonstrate support for administrative decisions after clarification and discussion have occurred
? Works on behalf of patient, family, and community; advocates from patient's/family's perspective, whether similar to, or different from, personal values; advocates ethical conflict and issues from patient/family perspective; suspends rules-patient and family drive moral decision-making; empowers the patient and family to speak for/represent themselves; achieves mutuality within patient/professional relationships.
? Consistently and without hesitation supports organizational goals and decisions.
Politically Astute - System Savy:
Can maneuver through complex political situations effectively and quietly, is sensitive to how people and organizations function; views politics as a necessary part of organizational, regulatory, and community life and works to adjust to that reality, is a maze-bright person.
Manages continuous assessment and performance improvement (PI) of services. Implements change based on outcome of PI data with supervision. Revises processes and systems as needed.
? Provides a safe and secure environment for staff and patients. Responds to identified problems. Seeks input and supervision to manage negative occurrences.
? Develops strategies based on needs and strengths of staff, patient/family/MD; able to make connections within components; sees opportunity to negotiate, but may not have strategies; developing a view of transition process; recognizes how to obtain resources beyond self.
? Demonstrates ability to identify key stakeholders and multiple interests within groups.
? Consistently pays attention to quality of work life issues for employees; shows warmth, empathy and respect.
? Crafts & implements strategies designed to cultivate employee, patient and physician satisfaction.
? Consistently demonstrates comfort with ambiguity and complexity.
? Demonstrates skill in political processes by assessing the situation, developing action plan, working around barriers while building and/or maintaining relationships.
? Develops, integrates, and applies a variety of strategies that are driven by the needs and strengths of the global or holistic outlook-sees the whole rather than pieces; knows when and how to negotiate and navigate through the system on behalf of staff, patients and families; anticipates needs of patients and families as they move through the healthcare system; utilizes untapped and alternative resources as necessary.
Customer Service
Performance Review Criteria
Meet
Exceed
Customer Focus:
Is dedicated to providing the highest quality products and services which meet and exceed the needs and requirements of internal and external customers; is committed to continuous improvement; Establishes and maintains effective relationships with customers; follows through with employees rewarding and giving feedback re: customer information
? Identifies internal and external customers.
? Defines customer expectations in terms of needs and wants.
? Examines customer feedback via customer satisfaction surveys.
? Responds timely and appropriately to customer complaints/grievances.
? Adjusts services to meet customer expectations via management of staff.
? Responds to subtle patient and family changes; engages with the patient as a unique patient in a compassionate manner; recognizes and tailors caring practices to the individuality of patient and family; domesticates the patient's and family's environment; recognizes that death may be an acceptable outcome.
? Expands customer base.
? Advocates for customer needs and expectations (even when outside usual policy/procedure). Exceeds customer expectations.
? Invites customers' active participation in service improvement initiatives.
? Defines opportunities to exceed customer expectations.
? Incorporates learning into ongoing processes in order to take routine customer service to a higher level of performance.
? Has astute awareness and anticipates patient and family changes and needs; fully engaged with and sensing how to stand alongside the patient, family, and community; caring practices follow the patient and family lead; anticipates hazards and avoids them, and promotes safety throughout patient's and family's transitions along the healthcare continuum; orchestrates the process that ensures patient's/family's comfort and concerns surrounding issues of death and dying are met.
Conflict Management:
Manages conflict directly and, through conflict resolution, seeks opportunities for teambuilding and team focus. Mediates and settles disputes fairly and in a timely manner.
? Demonstrates open and positive communication. Actively participates in conflict resolution and teambuilding activities.
Conflict management skills contribute to improved results and outcomes. Is considered impartial, fair and rational.
Identifies need for, and involves additional resources as necessary to manage conflict situations.
? Seeks opportunities to be taught, coached, and/or mentored; elicits others' advice and perspectives; initiates and participates in team meetings and discussions regarding patient care and/or practice issues; recognizes and suggests various team members' participation.
recognizes and tailors caring practices to the individuality of patient and family; domesticates the patient's and family's environment; recognizes that death may be an acceptable outcome.
? Steps up to conflicts, seeing them as opportunities for improvement and contributes significantly to effective outcomes and innovative work practices..
? Readily identifies discrepancies and initiates dialog to address conflict in a timely manner. Knows when and how to raise the level of confrontation and enables others to quickly move to desired outcomes.
? Identifies and cultivates relationships with key stakeholders, and is able to develop mutual interests.
? Seeks opportunities to teach, coach, and mentor and to be taught, coached and mentored; facilitates active involvement and complementary contributions of others in team meetings and discussions regarding patient care and/or practice issues; involves/recruits diverse resources when appropriate to optimize patient outcomes.
? Has astute awareness and anticipates patient and family changes and needs; fully engaged with and sensing how to stand alongside the patient, family, and community; caring practices follow the patient and family lead; anticipates hazards and avoids them, and promotes safety throughout patient's and family's transitions along the healthcare continuum; orchestrates the process that ensures patient's/family's comfort and concerns surrounding issues of death and dying are met.
Customer Service
Performance Review Criteria
Meet
Exceed
Effective Communication:
Is strategic in managing the communication process. Is effective in presentation skills; is able to write clearly and succinctly in a variety of communication settings and styles; Is timely with information to inform people to do their jobs effectively and feel good about being members of the team.
? Conveys written and verbal information clearly and effectively; delivers effective presentations.
? Demonstrates ability to adapt materials and or presentation to meet the needs of a variety of diverse groups that span the organization.
? Inquires about cultural differences and considers their impact on care; accommodates personal and professional differences in the plan of care; helps patient/family understand the culture of the healthcare system.
? Is able to establish common ground when working with diverse groups. Works to assist team members in understanding the impact of diversity on the team.
? Consistently conveys written and verbal information clearly and effectively; prepares and delivers excellent presentations.
? Facilitates diverse groups and brings divergent interests to a common goal.
? Responds to, anticipates, and integrates cultural differences into patient/family care; appreciates and incorporates difference, including alternative therapies, into care; tailors healthcare culture, to the extent possible, to meet the diverse needs and strengths of the patient/family.
? Demonstrates behaviors that create an environment which allow team members to express their thoughts, values, beliefs and feelings without being judged-.
Performance
Performance Review Criteria
Meet
Exceed
Action Oriented:
Works hard to achieve desired outcomes. Enjoys challenges and seizes opportunities when they arise. Is considered energetic and action oriented
? Has met performance goals established in the areas of Quality, Service, People, Cost and Growth.
? Has met operating budgets in all areas of responsibility.
? Establishes indicators that are reflective of departmental function and populations served. Submits ME Reports in a timely manner.
? Develops short and long-range plans with direction. Sets high standards for self and others. Manages projects with guidance. Submits reports as requested.
? Exceeds metrics for all performance goals within the departments of responsibility.
? Offers suggestions that are actionable and lead to effective, efficient and optimal resource utilization across the organization.
? Prepares annual summary for performance evaluation which documents the achievements and performance improvement.
? Develops short and long-range plans that are comprehensive, realistic, and effective in meeting goals independent of supervision. Sets high standards, stretches', for self and others. Removes roadblocks to improve performance.
Business Acumen:
Knowledgeable in current and possible future policies, practices, trends, and information affecting VMC; knows the competition; is aware of how strategies and tactics work in the marketplace.
? Generally handles multiple demands and competing priorities; demonstrates good time management and organizational skills; is adaptable to change; demonstrates flexibility.
? Demonstrates ability to make appropriate requests, meet deadlines/timelines and/or renegotiate deadlines/timelines.
? Collects and interprets complex patient data; makes clinical judgments based on an immediate grasp of the whole picture for common or routine patient populations; recognizes patterns and trends that may predict the direction of illness; recognizes limits and seeks appropriate help; focuses on key elements of case, while sorting out extraneous details.
? Manages people and productivity to achieve desired results.
? Efficiently and confidently handles multiple demands and competing priorities;
? Shows resilience in face on constraints or adversity; consistently demonstrates high degree of flexibility.
? Consistently demonstrates ability to synthesize & interpret data to develop action plans, to make appropriate requests, to establish/meet timelines and negotiates with his/her supervisor, peers and employees to achieve/accomplish desired results.
? Synthesizes and interprets multiple, sometimes conflicting, sources of data; makes judgment based on an immediate grasp of the whole picture, unless working with new patient populations; uses past experiences to anticipate problems, helps patient, family and employees see the "big picture"; recognizes the limits of clinical judgment and seeks multi-disciplinary collaboration and consultation with comfort; recognizes and responds to the dynamic situation.
Innovation Management:
Has good judgment about which ideas and suggestions will work; has a sense about managing the creative process of others; is good at bringing the creative ideas of others to market.
? Implements changes in concert with VMC's strategic initiatives.
? Meets deadlines for implementation.
? Communicates context of changes to staff appropriately, both realistically and supportively.
? Monitors and reports impact of changes to leadership.
? Adjusts pace of change if necessary to optimize success.
? Searches for additional opportunities to challenge status quo toward increased revenue, decreased cost, more efficient operations, improved service or products or enhanced work environment
? Exceeds deadlines for implementation.
? Creates context for changes. Takes risks; experiments with new processes, projects and services.
? Anticipates and plans for barriers at the departmental and organizational level.
? Accepts disappointment in failure. Celebrates lessons learned.
? Forgives self and moves on.
Performance
Performance Review Criteria
Meet
Exceed
Process Management:
Figures out the processes necessary to get things done; knows how to organize people and activities; focuses self and others on the critical priorities and quickly identifies roadblocks. Knows what to measure and how to measure it; can see opportunities for synergy and integration; can simplify complex processes; gets more out of fewer resources.
? Defines key processes of the business unit for which manager is responsible.
? Defines outputs of the processes (e.g. Products or services)
? Defines desired characteristics of outputs from key customer's point of view (e.g. Accurate, timely, competent, respectful, sensitive, appropriate).
? Defines inputs of the processes (e.g. Information, supplies)
? Defines key measures of the performance of the processes.
?Accepts responsibility for performance on key measures of processes
?Takes action to improve processes when performance is outside target.
? Questions appropriateness of policies and guidelines; questions current practice; seeks advice, resources, or information to improve patient care; begins to compare and contrast possible alternatives
? Challenges key processes within and without the business unit and the organization
? Anticipates and validates customers' needs and expectations in the design of new processes. Customizes outputs in response to unique customer needs
?. Relies on literature to define best practices/highest capability of processes. Redefines outputs at a higher level of performance (quantitatively or qualitatively).
?. Identifies ways to streamline inputs to support higher level of performance regarding needs of customers.
? Validates measures of performance with key customers. Assures meaningfulness.
? Interprets performance measures appropriately.
? Incorporates understanding of complexity of interdepartmental or organizational processes into improvement efforts. Involves other "process owners" in problem solving and decision-making. Applies data to decision-making appropriately.
? Improves, deviates from, or individualizes standards and guidelines for particular patient situations or populations; questions and/or evaluates current practice based on patients' responses, review of the literature, research and education/learning;
acquires knowledge and skills needed to address questions arising in practice and
improve patient care; (The domains of clinical judgment and clinical inquiry converge at the expert level; they cannot be separated).
? Shows understanding of issues relevant to whole organization and health care; learns from experience; pursues learning and self-development with coaching; responds positively to feedback from others and makes modifications in behavior with guidance.
PRE-REQUISITES:
Current Washington State RN licensure is required.
Masters degree preferred.
Minimum of three (3) years management experience required.
Three (3) years clinical experience within the last seven (7) years preferred.
QUALIFICATIONS:
Ability to comprehend, execute and act within scope of practice.
Ability to communicate effectively in oral and written form in the English language.
Demonstrates effective interpersonal skills in a diverse population.
Able to communicate and work effectively with the physical and emotional developments of all age groups.