Operations Manager

Clinical Operations Managers

Provide overall supervision and leadership of the daily continuum of care for ambulatory hematology and oncology. Works collaboratively with the Admin Director for Clinic Operations to ensure high quality care and smooth flow of daily operations. Ensures that ambulatory oncology clinics follow all applicable policies, laws and regulations. The operations manager monitors and supports key business outcomes to include growth, service excellence, staff performance, patient outcomes and achievements of overall short- and long-term goals of the departments and organization.

Key Areas of Responsibility

Customer Satisfaction:

• Maintains positive relationships with all customers, employees, physicians, patients, visitors, and guests.
• Ensures consistent, proactive communication with patients and staff in a professional and courteous manner.
• Proactively engages in improving processes and services to meet and exceed customer needs in collaboration with the nurse director and works to resolve patient/family/physician concerns and develops plans of action to improve programs where necessary.
• Uses sound employee relations practices and maintains high levels of visibility and accessibility.
• Follows through on all customer requests and inquiries in a timely fashion.

Quality & Safety Management:

• Utilizes principles of CQI in all work situations
• Seeks feedback and recommendations from others to improve the quality, processes, and services.
• Contributes to improving quality services and productivity, including taking initiative to continually evaluate one s work, report problems, suggest solutions and try new ideas.
• Participates in the development of performance improvement projects including: design, performance measurement analysis and improvement.
• Provides open lines of communication for reporting medical errors, and near misses using RWJUH organization tools and resources.
• Implement policies and procedures of the department and organization.
• Collaborates with department and hospital leaders to ensure the highest quality of care is provided in compliance with:
  • The current National Patient Safety Goals
  • Federal, state and voluntary regulatory standards (JCAHO, CMS, NJDHSS)
  • Unit or departmental specific safety initiatives
• Collaborates with department and hospital leaders to ensure patient safety:
  • Participate in the Infection Prevention and at least one other patient safety initiative while exhibiting an understanding of and compliance with RWJUH protocols, policies and procedures
  • Adheres to the current RWJUH Prohibited Abbreviations, Acronyms and Symbol listing
  • Reports errors, high risk events (including medication-related events) and near-misses to the appropriate supervisor for proper follow-up.
  • Completion of on-line patient safety educational program with a score of 80% or higher.
  • Demonstrates understanding of information communicated information through newsletters, bulletin boards, and memos.

Financial responsibility:

• Effectively allocates and schedules resources with an eye towards reducing unnecessary costs and providing care that is safe, effective, and consistent with the hospital standards of patient care.
• Able to project and appropriately staff the unit/department to effectively function to demand.
• Utilizes resources, both labor and non-labor to maximize efficiency and quality.
• Ensuring accurate and timely completion of mechanisms used for payroll purposes.
• Adheres to budgetary guidelines and targets-proactively manages budget variances and causes.
• Works in coordination with the Director of Practice Operations and Director of Ambulatory Clinics for staffing, budgets, and fiscal management.

Sustainability:

• Determines priorities and organizes work and time to meet them.
• Follows sound employee retention techniques, effective selection and interviewing, recognition, fair and timely discipline, and ongoing performance feedback.
• Interviews and hires personnel in collaboration with the nurse director.
• Facilitates the orientation process for new employees and ensure that orientees complete the orientation within an appropriate individualized time frame.
• Continuously assess patient care to evaluate staff knowledge and patterns of performance.
• Interacts constructively, tactfully, and diplomatically with others and resolves conflicts effectively.
• Demonstrates cultural competency and ability to maintain a diverse workforce.
• Attends formal education seminars/classes to enhance knowledge on both clinical and administrative issues.

Execution:

• Completes tasks and assignments in a timely, accurate and efficient manner.
• Remains positive and focused despite obstacles and setbacks.
• Demonstrates a sense of urgency in completing assignments.
• Organizes multiple assignments and/or projects simultaneously to accomplish goals.
• Coordinates activities of the clinical staff and oversees the day-to-day operations of running the scheduling, including practice standards, staffing, and rounding to ensure timely schedule progression.
• Tracks efficiency and productivity metrics such as on-time starts, late starts, turnaround time, utilization, block, and staff productivity etc.
• Makes routine rounds on clinicians regarding their experiences using our services. Works with the Director(s) to create improvement plans where appropriate.
• Coordinates with ancillary resources (i.e. housekeeping, transport etc) to ensure timely and efficiency patient centered care.
• Can develop, direct, motivate and gain commitment from teams to work effectively as a team member and team leader; ability to negotiate for desired results.
• Demonstrates excellent interpersonal and communication skills and exceptional decision making and problem-solving skills.
• Reviews daily schedules 1-2 weeks in advance for potential conflicts or issues.

Experience:

BSN, or bachelor s with extensive clinical experience. Masters preferred. Three years management experience and prior oncology management experience preferred. Basic life support preferred. Oncology specialty certification preferred.