ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The Manager Clinical Services is responsible for the operational and direct personnel management of the clinical patient care team for HSS at NCH ambulatory care spaces. The Manager, Clinical Services, is a member of the site’s leadership team.
The Manager Clinical Services will work collaboratively with the Manager Patient Services to ensure high quality care delivery and partner with members of various departments throughout the system to achieve organizational and departmental goals, and provide an exceptional patient, physician, and staff experience at all HSS at NCH ambulatory sites.
ESSENTIAL DUTIES AND RESPONSIBILITIES
– Other duties may be assigned.
Operations Management
· Manages clinical staff pre-charting, clinical intake, order placement, office procedure assistance, and clinic laboratory workflow for physician office visits.
· Oversees staff use Epic, including monitoring in basket and MyChart messages to ensure appropriate documentation and the timely response to patient messages.
· Creates clinic staff schedules; manages vacation requests; adjusts staffing as needed to support the operational needs of each site.
· Works to ensure staff workflow is consistent with policy and meets safety and quality standards.
· Utilizes available data to make informed decisions on staff assignments, process and performance improvement.
· Strategizes on ways to enhance workflow and patient throughput; monitors and evaluates implementation of best practices.
· Monitors provider clinic schedules throughout the day to ensure efficient patient flow; takes action to address issues in the moment
· Serves as point of escalation for complex patient issues.
· Actively participates in daily site leadership huddles.
· Ensures compliance with policies and procedures.
· Participate in various projects and committees.
· Ensures a neat, orderly, and professional clinical environment
· Takes lead on issue resolution for the site in absence of Director.
· Performs patient clinical duties/functions to support team when needed - Including but not limited to assisting with procedures suture/staple removal, cast application and removal, DME fitting, venipuncture, and injections.
Personnel Management
· Responsible for hiring, training, retention, and performance management of patient clinical team members, including MAs, LPNs, RNs, Athletic Trainers, Rad Techs, and DME Coordinators.
· Communicating performance standards to staff; addresses performance-related issues promptly; consistently and routinely provides both positive and constructive performance feedback as well as coaching to staff.
· Completes annual performance evaluations; creates and monitors performance development plans; establishes annual goals.
· Coaches/trains teammates to provide preferences in workflow.
Facilities Management
· Orders office clinical supplies and other materials.
· Serves as a liaison for on-site facility and IT related issues.
· Coordinates repair/maintenance calls.
· Invoice management in partnership with Director.
Customer Service
· Ensures the delivery of an exceptional patient experience. Reviews patient satisfaction survey results and responds to complaints/concerns. Works with the Director to develop process improvement and action plans in response to systemic issues.
· Motivate staff to achieve the highest level of patient satisfaction.
Leadership
· Promotes participation in enterprise-wide livestreams, townhalls, and other events.
· Manages team projects, encouraging empowerment and collaboration of team members.
· Supports and assists with changing management to maximize employee adoption.
· Collaborates with Director to set site priorities/goals.
· Builds productive professional relationships with physicians and their staff.
Culture
· Fosters a workplace culture that encourages respect, trust, empathy, and support.
· Ensures a respectful and safe physical environment for patients and staff.
· Fosters an inclusive culture and team approach, ensuring team members have a sense of belonging.
· Instills team members with a sense of enthusiasm and pride for the value they bring to the patient’s experience.
· Encourages staff participation in employee engagement surveys; reviews result and develops and executes action plans.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of Bachelor’s Degree in related field required.
· Clinical Orthopedics experience required.
· Minimum of 3-5 years’ experience in a healthcare setting.
· Licensed as Registered Nurse in the State of Florida or Certification as an Athletic Trainer by the National Athletic Trainers Association Board of Certification (NATABOC) preferred.
· Basic Life Support (BLS) certification from the American Red Cross or American Heart Association required.
· Experience with Epic is strongly preferred.
