General Summary/ Overview Statement
The Operations Manager is responsible for the environment of care for a service-oriented group of patient care areas and is the direct line manager of all USA staff.
The Operations Manager manages and implements processes and practices that support patient-centered, safe, efficient, effective, timely, equitable, and standardized environment of care operations. The incumbent manages salary and non-salary operating budget, manages direct report payroll; ensures regulatory compliance across all state and federal agencies; monitors and resolves issues related to environment of care; participates in strategic planning, process improvement, and service improvement initiatives; provides project management support to Nursing Directors and other department of nursing leadership staff; assures a quality-focused environment that supports the needs of patients, visitors, and staff; responsible for supply chain management to meet clinical needs; establishes and maintains working relationships with internal & external vendors, suppliers, and business representatives. Monitors and ensures expedited throughput of patients via room turnover and ensuring rooms are ready and safe for patient use in a timely manner.
Responsibilities
PRINCIPAL DUTIES AND RESPONSIBILITIES :
Management
- Has 24-hour management accountability for the cleaning, stocking, and equipment management activities to ensure a clean, safe, and clutter-free environment of care, performed in a timely and efficient manner while meeting the highest quality of service.
- Oversees hiring and termination process for USA staff. Evaluates performance and completes performance appraisals for USA staff.
- Mediates in conflict resolution involving employees as necessary. Determines corrective action in conjunction with Human Resources and counsels staff as necessary.
- Develops staffing patterns and schedules staff to meet work demands of 24 hour/ 7 days per week operation, including coverage of sick calls, vacations, and extended leaves, and deploys staff as necessary; administers direct payroll functions on a weekly basis.
- Collaborates with Leadership, Environment of Care Operations on the development of operating and capital budgets. Manages salary and non-salary expenses including expense monitoring, variance analysis; leads and supports expense reduction initiatives.
- Delegates appropriate tasks and responsibilities to administrative support to meet the needs of the patient care and procedural units.
- Provides cross-coverage for other Operations Managers as directed by Leader, Environment of Care Operations.
- Optimize revenue and limit expense through strategic collaboration with clinical leadership while meeting patient care needs.
- Improve employee performance through positive reinforcement and meeting individual learning needs within training systems.
Quality: Safe and Effective
- Develops, implements, monitors, and maintains systems to ensure the environment of care meets consistent standards and regulatory requirements.
- Provides support to Nursing Directors including, but not limited to, collecting and managing data, developing and implementing tracking systems, responding to incidents, assisting with compliance for regulatory inspections such as Joint Commission and DPH.
- Coordinates the orientation of new employees and participates in training for new systems and technology, ensuring compliance with hospital and department requirements and competency with job requirements. Facilitates ongoing development of support staff, assuring staff participation and competency.
- Promotes and initiates active communication and coordination with patient care area leadership, staff, and other departments.
- Leads the environmental surveillance process and collaborates with other departments to ensure the patient care environment supports the work of patient and family care to the highest degree possible, and addresses identified concerns.
- Oversees environment of care regulatory compliance including infection control and safety activities. Ensures that care areas are within state and federal compliance from regulatory agencies that include, but are not limited to, CMS, Joint Commission, Department of Public Health, Department of Mental Health, & OSHA.
- Identifies the need for and oversees patient care area maintenance and repairs in conjunction with support department leadership.
- Identifies areas of improvement by participation in committees and groups designed to improve patient care environment including but not limited to Process Improvement and Staff Development & Training groups.
Efficiency: Efficient and Timely
- Leads and supports the development, implementation, and management of various process and systems improvements; partners with departments to optimize patient care practices throughout patient experience.
- Maximize room turnover utilizing the EPIC system and deploying staff as appropriate to support efficient patient throughput and minimize admission times. Analyze data to develop staffing practices & patterns to meet evolving patient care environment needs.
- Develops, implements, monitors, and maintains systems to ensure cost-effective operations.
- Develops systems and staffing models to support efficient and timely execution of heavy cleaning tasks, room turnover, and common area cleaning.
Service: Patient Centered
- Builds and maintains ongoing working relationships with staff, clinical, and physician members of the patient care units to facilitate positive staff morale and optimal productivity and efficiency. Through appropriate hiring and management, ensures a culture of exceptional customer service exists for patients, visitors, and staff.
- Supports, promotes, and demonstrates MGH customer service philosophy.
- Promotes and initiates active communication with area-based leadership, staff, and other departments.
SUPERVISORY RESPONSIBILITY (authority To Hire, Promote, Or Terminate)
Direct: 20-40 FTEs
Working Conditions
- Busy patient care areas in hospital setting. Areas will be on different floors and in different buildings.
- Flexibility of work hours with weekend and evening support required.
Leadership Qualities Including
SKILLS & COMPETENCIES REQUIRED:
- Strong interpersonal and customer service skills;
- Excellent discretion and judgment with an ability to problem solve independently, yet knowing when to escalate to Leader, Environment of Care Operations;
- Effective communication skills with staff as well as senior leadership;
- Problem solving, sound judgment, and analytic skills;
- Ability to prioritize, delegate and manage multiple responsibilities;
- Flexibility and organizational skills in a fast-paced, complex environment;
- Effective analytical and creative problem-solving skills that support sound decision making;
- Ability to inspire others.
Strong computer skills and proficiency with business software (Microsoft Office Suite).
LICENSES, CERTIFICATIONS, And/or REGISTRATIONS
- Bachelor’s Degree
- Preferred; Master's Degree
Experience
Required:
- 3 years’ experience at a supervisory level.
Preferred:
- 5 years’ experience at a supervisory level.
- Healthcare experience.
Primary Location
MA-Boston-MGH Main Campus
Work Locations
MGH Main Campus
Job
Professional/Managerial
Organization
Massachusetts General Hospital(MGH)
Schedule
Full-time
Standard Hours
40
Shift
Rotating
Posted Shift Description
Blake 8 Ellison 8 Ellison 9 Ellison 10 Ellison 11
Employee Status
Regular
Recruiting Department
MGH PCS Support Services
Job Posting
Nov 7, 2023