UW Medicine's mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists and other health professionals. UW Medicine owns or operates Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children's.
POSITION PURPOSE: In conjunction with the Director, the Manager of Program Operations will provide operational oversight and support to the Center for Human Development & Disability and Genetics Clinics. The Manager of Program Operations is responsible for overall management of the clinics through operationalizating the medical center's values, mission and goals. The Manager of Program Operations hires, supervises and mentors clinic staff in such a way to create effective teamwork, plans and implements programs to meet specific patient care needs and works to continually improve clinic operations and efficiency.
DUTIES & RESPONSIBILITIES:
Clinical Operations and Management
Serve as a mentor and resource to clinic staff and providers to facilitate operational efficiencies, service excellence, initiatives and program/organizational goals.
Develop and maintain an in-depth understanding of clinic workflows, processes, policies and procedures as well as UWMC policies and procedures.
Coordinate and direct the patient care program to ensure patients' needs are met and that facility policies are followed in an environment that optimizes patient safety.
Monitor utilization of equipment and supplies; oversee supply ordering program.
Plans and conducts staff meetings and ensures meeting notes are available.
Assumes the role of patient advocate regarding guidelines found in the Patient Bill of Rights.
Ensure that clinic meets regulatory standards (ex. JCAHO, DOH), including environment of care standards.
Function with a high degree of independence to oversee and manage general operational tasks in support of training operations, including purchasing, travel reimbursements, records management, and equipment inventory.
Program Operations and Strategy
Coordinate strategic planning for the clinics in conjunction with the Ambulatory Care Director, Medical Directors, Department Chairs and Department Administration.
Lead process improvement across clinic operations to insure efficient and effective operations.
Supervise external communications, including website maintenance and other forms of external communications. Supervise clinic-wide internal communications, staff meetings, and other forms of internal and external communications.
Ensure marketing materials are current and available for distribution.
Document goals, deliverables and timelines.
Monitor performance toward goals and make adjustments as necessary.
Independently manage tasks and assignments against detailed plan, as delegated by Director.
Track deliverables and timelines, constantly monitor and report on progress to key stakeholders.
Produce reports, presentations and other project deliverables.
Hire, train, and supervise staff to ensure quality of patient care.
Conduct performance reviews annually and provide coaching and feedback.
Timekeeping/Kronos oversight for staff and ensuring accuracy of weekly payroll.
Direct supervision of 1 RN3, 1 ARNP, 1 MA, 1 PSS Supervisor and 1 Program Support Supervisor.
Oversee human resource functions and insure compliance with university human resources policies and procedures.
Facilitate corrective action, reduction in force and other human resources actions that affect clinics.
Responsible for performance improvement, disciplinary process and recommending termination of clinic staff when appropriate.
Provides for and evaluate professional growth and development of clinic staff through identification of needs, sponsoring training programs, and encouraging education efforts.
Plan and organize orientation and in-service training for clinic staff; participate in guidance of staff and promotion of educational programs.
Financial Performance & Compliance
Prepare, evaluate and manage financial reports and budget.
Monitor patient revenue, expenses and operating expenses (salaries and capital expense items) and provide appropriate reports to the Director and Medical Director as well as clinic staff and providers.
Manage charge oversight to ensure timely submission.
Manage clinic demand and volume to meet budgeted volume projections in collaboration with medical staff leadership.
Responsible for ensuring adherence to Compliance Program policies, procedures, and standards of conduct.
Ensure that documentation meets current standards and policies and is completed for each clinic visit by clinic staff.
Complete required documentation including audits and surveys on time. Follow-up on problems identified through audit process.
Closely monitor FACT authorization process and work closely with the Manager at the FACT to reduce denials for payment.
Models customer service standards for staff and practitioners.
Responsible for addressing patient complaints.
Monitors and plans customer service initiatives to better meet needs of patients.
Foster service and patient safety standards for the program and clinic.
Demonstrate the ability to be flexible, organized, and function under stressful situations.
Assists, resolves, or appropriately refers customer service issues.
Performs Other Duties as Assigned
Bachelor's degree in Nursing, Business Administration, or other field AND minimum of three (3) years management/supervisory experience preferably in a medical setting.
Ability to communicate in English, both verbally and in writing. Excellent communication skills.
Demonstrates interpersonal skills in a manner which enhances communication, promotes conflict resolution and facilitates staff development.
Ability to work with physicians in a collaborative manner is required.
Knowledge of JCAHO, DOH and other regulatory agency standards and requirements is required.
Basic computer knowledge. (Word and Excel)
Demonstrated leadership abilities.
Human Resources and budgeting in a medical setting.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.