Manager Support Services, Perioperative Services

New Haven, CT
May 30, 2019

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Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

EEO/AA/Disability/Veteran

Summary:
Responsible for coordinating 100+ staff who perform various support functions for perioperative services and GI. Support functions include clerical, room cleaning and patient transport. Ensures positive interactions with patients, family members, medical staff, third party representatives and hospital personnel. Promotes good customer service in the work environment. Effectively utilizes all computer systems to ensure that the responsibilities of the Communications Associates/Unit Clerks, Administrative Associate, Operating room Associates, Environmental Associates are met. Performs certain statistical and QA functions. Is responsible for the hiring, reviews and schedules of employees. Develops new procedures and participates in the planning, training and implementation of system improvements to enhance the operating functions of the department. in-charge responsibility 24/7 where most areas have Day/Evening shift as well as night and weekend coverage needs.

Responsibilities:
  • 1. IN CHARGE RESPONSIBILITIES
  • 1.1. Create and implement work activities of staff to maintain daily workflow. Develops work-schedules and is responsible for the hiring, training and reviews of employees. Uses good decision-making skills and balances priorities and tasks appropriately so that the goals of the department are met. Maintains statistical reports to track volume and quality of service.
  • 1.2. in-charge responsibilities 24/7 which includes coverage on evenings, nights and weekends.
  • 1.3. Prepares monthly schedules and adjusts staffing to accommodate for illnesses, absences and unexpected events. Assigns and monitors daily workload to appropriate personnel based on staffing level.
  • 1.4. Resolves difficult situations that may arise based on department guidelines. When necessary, seeks assistance from Patient Service Manager or Senior Management
  • 1.5. Ensures employees are in compliance with HIPAA regulations and follows YNHHS guidelines in addressing any violations.
  • 1.6. Develop training Standard operating procedure and the responsibility for training employees across multiple clinical departments within Perioperative Service Department, GI as well as Preadmission Test . Ensures that all mandatory training requirements of employees are met.
  • 1.7. Participates in meetings with external departments as it relates to the clerical support and scheduling process. Actively meet with the Patient Service Manager/Assistant Patient Service Manager to ensure the needs of their area are met.
  • 1.8. Participates in monthly meeting to ensure Patients Experience/Press Graney score and Employee engagement are on target in regards to customer service standards, quality assurance and employee productivity.
  • 1.9. Provides disciplinary action when departmental and hospital policies have been violated
  • 1.10. Develop new policies and procedures as well as implementation as it relates to the Perioperative Services department, GI and Preadmission Testing on all campus
  • 1.11. Demonstrates a thorough understanding of all the functions that relate to the operating room, GI and Preadmission Testing and a global understanding of the hospital as a whole.
  • 1.12. Maintain a positive relationship with the Union representative in regards to the creating/ updating union employee job functions
  • 2. PROBLEM SOLVING
  • 2.1. Integrates a variety of resources and avenues to assess the needs of the staff. Uses good problem solving methods and resourcefulness to resolve issues. Takes appropriate steps to address problems or, when indicated, refers issues to the appropriate person or department for resolution.
  • 2.2. Identifies obstacles hindering staff in the performance of their job responsibilities work to create opportunity to improve employee engagement
  • 2.3. Determine the course of action to be taken when analyzing and resolving problems
  • 2.4. Makes sound decisions and works closely with staff when developing and implementing operating procedures as they relate to the area.
  • 2.5. Identifies and implements processes that will enhance the clerical support and scheduling process.
  • 2.6. Provides documentation of problems, possible solutions and their outcomes.
  • 2.7. Create employee improvement plan to identify and improve employee work performance within job description/ patient or physician experience
  • 3. PATIENT/PHYSICIAN EXPERINCE
  • 3.1. Works with staff to create a patient/family, physician and employee experience that exemplifies caring, understanding, efficiency and overall quality of service. Demonstrates the ability to balance customer service with the productivity and clinical efficiency of the hospital.
  • 3.2. Identifies events where the service to a patient/physician was less that optimal. Appropriately initiates and carries through the Service Recovery process.
  • 3.3. Idenifies and implements changes to enhance Patient/Physician experience
  • 3.4. Consistently demonstrates the ability to comprehend the needs of the patients/physicians as well as the PSM and insures that the needs are met.
  • 3.5. Acts as a role model in providing exceptional customer service to the patients/physician and family members to balances the needs of the patient/physician with the productivity of the department.
  • 3.6. Contributes to a positive work environment by actively discouraging /we versus they/ thinking. Looks for ways to help others, supports their work and writes letters of commendation.
  • 4. COMPUTER SYSTEMS
  • 4.1. Maintains knowledge of current computer systems, for example those used in registration, scheduling, patient calls, chart preparation, bed assignment, accounts receivable, patient care, and patient tracking systems. (EPIC, Lawson, MPH, HPF, Call Pointe ,Qgenda) Utilizes Microsoft packages. Participates in internal and external committees as related to the enhancement or development of computer systems.
  • 4.2. Is knowledgeable of all downtime policies and procedures as it effects the clerical support areas and scheduling functions.
  • 4.3. Works with management staff to update procedures.
  • 4.4. Identifies and resolves information discrepancies between various software applications.
  • 4.5. Monitors, evaluates and responds to system abnormalities. Recognizes when to make workflow changes and when to escalate issues appropriately.
  • 4.6. Proficiently utilizes Microsoft applications in performing daily responsibilities.
  • 4.7. In case of a significant system downtime, implement downtime procedure adjusting staffing and operational workflow to ensure the needs of the department our met, Ensure that all paper documentation is scan into the EHR
  • 5. CLERICAL SUPPORT AND TRIAGE FUNCTIONS
  • 5.1. Using a variety of resources and avenues assesses the needs of our patients/physicians at various contact points and takes appropriate steps to either meet the needs or refer the patients/physicians or vendors to the appropriate person or department for resolution.
  • 5.2. Ensures that clerical support desk responsibilities are performed accurately.
  • 5.3. Effectively identifies and communicates patients /physicians needs then set expectation with clerical support staff
  • 5.4. Create and implement the flow of patients for clinicians to ensure that all aspects of the clerical support staff process are complete and concluded within the established time frame.
  • 6. BOOKING AND SCHEDULING FUNCTIONS
  • 6.1. In accordance with established medical and hospital policies and procedures, schedules surgical booking appointments
  • 6.2. Demonstrates and applies sound knowledge of Call Pointe and MPF systems / Right fax as well as the surgical booking system.
  • 6.3. Create /Obtains and records demographic and clinical information, utilizing the appropriate computer system
  • 6.4. When appropriate, communicates changes and or cancellation to the booking and scheduling information to patient/physicians as well as charge nurse/ anesthesia and other departments to ensure a smooth admission process for the patient.
  • 6.5. Monitor and correct the patient's surgical visit to ensure the surgical procedure will be charge to the appropriate hospital visit
  • 6.6. Run a daily report to ensure all outpatients are discharge from the system to ensure compliance with insurance approval for all outpatients procedures
  • 6.7. Works closely with Transplant Compliance Coordinator to ensure organ verification and check in process is complete on every organ coming from outside the facility
  • 7. PRE ADMISSIN TESTING
  • 7.1. Monitors the Master Person index to review, percentage of duplicates and potential problem areas. Work with Communications Associate to improve skill level with the system as it is related to scanning and indexing in HPF.
  • 7.2. Ensures that all functions are performed with established time frames and according to established procedures.
  • 7.3. Develops, prepares and submits monthly statistical report showing record activity, etc.
  • 7.4. Performs certain statistical QA functions in regards to patients indexed to the wrong medical records, the time the electronic document was send via the system for indexing
  • 7.5. Develops new procedures and participates in the planning, training and implementation of system improvements to enhance the operating functions of the department.
  • 7.6. Remove documents from the McKesson Patient Folder that has been indexed into the wrong patient Electronic Medical Records via (Epic)
  • 7.7. Correct/Move or Modify documents that have been indexed incorrectly in McKesson Patient Folder
  • 7.8. Work closely with the analyst who monitors McKesson Patient Folder and Right Fax to ensure the integration of the two system is working correctly
  • 7.9. Work closely with the Physician office to ensure the patient's documents are received in a timely manner to ensure all necessary documents are available on the day of surgery
  • 8. MEANINGFUL USE AND CMS COMPLIANCE
  • 8.1. Create and implement workflow to ensure all departments are on target to achieving Meaningful by maximizing the use of EHR
  • 8.2. Ensure that all outside records are scanned and indexed within 2 hour time frame
  • 8.3. Reduce the use of paper when the option is available within the EHR
  • 8.4. Ensure the clerical support staff is providing the patients with their access information to sign up mychart

    Other information:

    EDUCATION:
    Bachelor's Degree. Masters preferred.

    EXPERIENCE:
    Previous supervisory experience required. Three or more years experience in a hospital environment with emphasis on registration, reception, and patient tracking functions. Experience should involve compliance with reception and customer service policies as noted in the medical bylaws and the clinical necessity of admissions.

    SPECIAL_SKILLS:
    Excellent interpersonal skills and leadership ability. Has the ability to effectively communicate with all disciplines and all levels of customers both written and verbal. Ability to work in a fast-paced changing environment. Ability to respond to unpredictable, changing situations and needs, (including clinical crises on the unit and otherwise stressful situations and interactions) with sound judgment and excellent customer relations skills. Strong working knowledge of PC's and related software to prepare a variety of reports. Must be able to work under constant pressure and use strong organizational skills. Demonstrates working knowledge of Medical Terminology.

    ACCOUNTABILITY:
    Incumbent is held accountable for coordinating the staff to ensure the following: the accuracy and timeliness of patient registration, patient admissions, the completeness of all required documentation; the monitoring of the flow of information between multiple computer systems and deciding when to use back-up systems; obtaining of the needed demographic and clinical information to ensure that patient?s are admitted and/or registered properly; Responsible for patient transport, operating room cleaning, clinical support; adherence to established departmental guidelines, hospital policies and medical staff by-laws as it pertains to all of the functions. Responsible for hiring, staff schedule, enforcing policy and compiling annual staff performance reviews.

    COMPLEXITY:
    Position requires application of a variety of policies and procedures in dealing with employees, patients, families, physicians and their staffs. Due to the complexity and diversity of the interaction with various disciplines, must have the ability to assess situations and make sound judgments in rectifying issues. Due to the intricacies of the numerous computer systems, must have the ability to understand how the systems interface with each other and how the integrity of information affects the patient, the clinician and reimbursement. Must be capable of independent judgment in dealing with clinical staff, patients and families. Maintains a variety of statistical reports to track quality assurance, customer service and employee productivity.

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    Job Info

    Job: 8417

    Department: Perioperative Business OFC
    Category: Mgmt/leadership
    Sub Category: NON-CLINICAL
    Status: Full Time
    Shift: DAYS
    Hours: 40.00

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