The Manager, Operations reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Manager, Operations provides autonomous and direct management of a team or teams.
Responsibilities:
- Manage day-to-day operations of designated departments, divisions, programs, services and/or locations. This includes defining and overseeing workflows and staffing in the department, re-directing resources to critical areas as needed, developing operating and capital budgets, monitoring budget performance including explaining variances and defining and applying corrective action to ensure compliance with the budget as needed. 24/7 accountability
- Provide support, guidance, and supervision to team members by ensuring that the team members maintain competencies in addressing behavioral, social, financial, and environmental issues for patients to achieve optimum clinical quality, patient satisfaction, and cost-effective care. Support the team by preparing and delivering annual and mid-year reviews, coaching through the resolution of complex situations that involve practice issues and customer relations, ensuring that they have the tools, including technology, to perform their roles and identifying areas in need of improvement and acting upon them with the appropriate NM system partners.
- Recommend department goals to department leadership; plan and advance progress toward the goals throughout the year. Communicate goal achievement timelines, risks and decisions needed with all appropriate leadership teams on a regular cadence.
- Ensure department policies and processes meet current standards of the Joint Commission and all federal, state, and regulations. Revise and/or create new policies and processes as needed to meet changing regulations and the evolution of patient care delivery. Target quality improvement by reducing process variation, eliminating redundancy or implementing new technology.
- To manage escalations, interpret information needed to identify each patient's requirements relative to the patient's age-specific needs using principles of growth and development over the life span. Connect those with the resources required to coordinate each patient’s care.
- Other duties as assigned.
Additional Responsibilities:
Business expertise
- Knowledge of Joint Commission standards and all federal, state, and regulatory requirements.
- Ability to analyze data for decision making purposes and make data-driven recommendations.
- Ability to create budgets in accordance with guidelines and balanced to targets.
- Ability to effectively apply the principles of change management while leading.
- Strong computing skills, including Microsoft Office applications, Outlook and the EMR.
- Attentive to detail and reviews own and others’ work for accuracy.
Problem solving
- Effectively and autonomously handles challenging situations, including identifying stakeholders and defining and communicating required action and roles in a compressed time frame.
- Effectively balances multiple priorities, seeking guidance when in doubt.
- Calmly and easily responds to changes in work environment, delays or unexpected events.
- Provides guidance and supervision to team members by problem solving complex situations that involve practice operations, customer relations, and employee relations issues
Interactions/interpersonal skills
- NMHC Performance Leadership Competencies (from performance management system)
- Exceptional verbal and written communication skills and the ability to establish and maintain effective relationships with patients, physicians, management, staff and other customers, internal and external to NM.
- Projects confidence, professionalism, interest and optimism when leading others in the workplace; guided by the servant leadership philosophy.
- Ability to maintain confidentiality for patients and their families, as outlined in the Northwestern Memorial HealthCare Patient Confidentiality policy.