Job Description
POSITION SUMMARY
The Ambulatory Manager (Clinical) services reports to the Director, Clinical Ambulatory Care Operations and is primarily responsible for managing a single department or multiple small departments providing ambulatory patient care services. Ensures staff provides high quality, accessible, cost effective care, and patient focused services to members across the continuum which complies with local, state, federal and other accrediting bodies' requirements. Develops and maintains clinical and nursing practice standards, budgets, and staff development. Manages the planning, development, implementation, delivery, and evaluation/improvement of quality out-patient/nursing services that add value and are integrated with nursing standards of practice, service priorities, and performance/outcome measures, as well as with strategic, business, and organizational goals/objectives. As a member of the leadership management team, the manager will recommend, implement, and evaluate business plans/strategies for ambulatory care services. He/she will participate in hospital committees and interdepartmental activities to support the on-going development of programs that promote health literacy and educational awareness to citizens in the community.
Principal Duties:
PRIMARY RESPONSIBILITIES
1. Provides overall management and coordination of departmental operations in alignment with the University of Maryland Capital Region Health Medical Group's vision, mission and goals, including the establishment of organizationally-aligned performance goals, timelines and outcome measures by working with practice managers, administrative managers, and ambulatory support staff.
2. Manages the delivery of nursing services and out-patient care which are integrated with business plans and meet or exceed cost, quality, clinical, and utilization standards and performance measures
3. Ensures that services meet members' physicians' and internal clients' needs in a changing and competitive health care market
4. Manages, coordinates service delivery and/or programs assigned to staff
5. Works with the Director, Clinical Ambulatory Operations to develop strategic/business plans to achieve integrated services across the continuum of care
6. Manages and ensures continuous improvement of all clinical practices, services, and operations by designing and implementing systems, processes, and methods to evaluate and improve patient care across the continuum of care
7. Ensures staff provide the highest quality of care and are in compliance w/ the Nurse Practice Act, federal, state, and local requirements
8. Collaborates w/physicians and other health care providers to establish, implement, maintain, and evaluate and improve patient care and quality service standards to meet members' and internal clients' expectations
9. Acts as a patient advocate resolving patient care issues
10. Designs and evaluates processes to improve systems and patient care results across the continuum of care
11. Determines the appropriate staff mix for department and develops processes to screen, interview, hire, train, and maintain the competency of all department staff
12. Provides on going staff development
13. Develops, implements and monitors departmental policies and procedures which support the organization's goals/business objectives and ensures they are met
14. Collaborates w/ Medical Director and other physicians in developing the level of patient services and the day-to-day operations of the clinic/department
15. Manages and resolves human resource, labor relations, employee and department safety, and risk management issues
16. Where appropriate, represents University of Maryland Capital Region Health Medical Group at community and marketing events.
17. Collaborates with the Director of Ambulatory Operations to create and implement clinic policies and procedures to assure efficient patient flow, and quality patient care.
18. Assures systems are in place to foster smooth flow of information, scheduling, registration, referrals, pre- certifications, etc
19. Plans and oversees space utilization, reconfigurations, and renovations. Identifies potential shared resources between clinics.
20. Addresses and facilitates solutions on issues in the areas of information technology, registration and billing, housekeeping, medical records, pharmacy, space and resource utilization, etc. Collaborates closely with multiple departments within the hospital (e.g. IT, Patient Care Services and Patient Financial Services) to implement and coordinate ambulatory programs.
21. Responsible for effective fiscal management. Participates in the development of annual budgets, capital requests, volume projections and revenue forecasting.
a. Monitors and assures monthly financial performance to budget, performs variance reporting/analysis, approves purchasing requests, and forecasts annual performance of revenue and expenses.
b. Ensures current charge master maintained for the clinic.
c. Coordinate and participate in the preparation of annual department budget based on department needs and hospital guidelines.
d. Responsible for controlling expenditures for assigned departments.
e. Manages overtime utilization within established parameters.
f. Maintains accountability for all department equipment, requests maintenance as needed and follows up on repairs.
g. Maintains all required payroll records and assures all records are appropriately completed and submitted in a timely manner.
22. Responsible for patient safety and departmental performance improvement plans.
a. Assists the Director of Clinical Ambulatory Operations with planning and developing a comprehensive patient safety and clinical quality performance improvement plan that includes the environment of care and day to day operations for University of Maryland Capital Region Health's Medical Group.
b. Implements an effective ongoing performance improvement process to monitor, evaluate and improve the quality of services delivered.
c. Pursues opportunities to continuously improve patient care and resolve identified problems expeditiously.
Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.
Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department
Communication Etiquette:
1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.
Self Management:
1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows University of Maryland Capital Region Health Medical Group's safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all University of Maryland Capital Region Health's department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to University of Maryland Capital Region Health's and/or departmental's confidentiality statement.
For Supervisory Positions Only:
This position supervises jobs that are:
- Service
- Admin. Support
- Technical
- Professional
- Supervisory
Supervisory responsibilities typically include:
- Evaluating Job Performance
- Disciplining/terminating
- Scheduling - Work/Time Off
- Recommending Salary Actions
- Interviewing/Hiring
- Coaching/Mentoring
- Directing/Assigning/Reviewing Work
- Training/Developing
- Promoting
Qualifications
POSITION REQUIREMENTS:
Licensure/Certification/Registration
Required: Current Maryland license in good standing as a Registered Nurse.
Basic Life Support - Health Care Provider (BLS-HCP)
Education/Knowledge
A Bachelor's Degree in healthcare administration, management or business administration is required with progressive management duties and graduation from an accredited school of nursing. Master's Degree is preferred.
If assigned to the Robotics Surgery group, requires completion of Davinci Robotics training course. Requires good knowledge of:
1. Nurse Practice Act, and other local, state and federal regulations;
2. Ambulatory care practices/ operations/ issues; and
3. Project management tools and practices
Applicable Experience
Experience (years): Required: 5 -7 Years Preferred: 7 or more
Experience (describe required and preferred):
* Five years of experience in ambulatory care nursing or other relevant clinical experience
* Three years of supervisory experience is required
* Clinical specialization in area of practice is highly preferred.
Technical/Clinical Skills
Microsoft Office Suite Skill Level
- Word: Basic
- Excel: Basic
- PowerPoint: Basic
Working knowledge of ICD-9 (Medical Coding)
Basic knowledge and working experience with Medical Terminology
Communication Skills and Abilities
1. Demonstrated interpersonal skills and ability build teamwork and motivate staff.
2. Excellent oral and written communication skills.
Select highest applicable level: Advanced Skills Represent Hospital/Company
Problem Solving/Analytical Skills and Abilities:
Advanced Mangement
