This position reports to the CSS Director of Operations. Knowledge of sterile instrument reprocessing to include knowledge of regulatory requirements and Joint Commission standards and elements of performance will be required.

The responsibilities of the Operations Manager position include management and guidance of an organization that maintains 24/7 CSS sterile processing operations. This includes expectations to be accessible and on location during department emergencies. Locations managed by this position may include multiple sites: Main Campus Turn Center, North Liberty Hospital, Medical Center Downtown, FERC (Flexible Endoscope Reprocessing Center), Iowa River Landing and the Integrated Service Center. 

Responsibilities include oversight and training of sterile processing supervisory staff and support for their positions as needed. CSS capital planning and fiscal responsibility to the annual approved budget will be expected. The operations manager will be expected to respond in a timely manner to defects (proactive and retroactive) with well-rounded corrective action responses to support high quality instrument reprocessing and continuous process improvement. Responsibilities also include human resources support and consistent performance management oversight.

Human Resource Management

• Guide management during HR procedures and communicate any issues to HR and CSS leadership.
• Guide, coach, assign, and develop CSS Supervisors and team members through performance management (evaluative feedback counseling) to assure outcomes are achieved and staffing procedures are responsive and consistent.
• Assist in the development of a staffing models needed to meet the dynamic clinical demands of the organization.
• Develop and monitor staff satisfaction initiatives to facilitate staff retention within the department.
• Ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
• Ability to form and manage effective teams.

Customer Service Management

• Manages a team that provides direct customer service and coordinates with multidisciplinary groups and stakeholders.
• Seeks to understand and define customer needs and priorities (new and ongoing).
• Monitors and reports inefficiencies.
• Collaboratively seeks to resolve and prevent customer problems, issues or concerns.
• Ability to meet or exceed customer service needs and expectations and provide excellent service in a direct or indirect manner.
• Ability to effectively transmit and interpret information through appropriate communication with internal and external customers.

Effective Communication

• Listens to feedback and uses feedback for own communication effectiveness.
• Leads procedural meetings to discuss compliance to policy, standards, and organizational competencies.
• Guides a positive working relationship that is accountable, respectful and team focused.
• Reference and align standard procedures and deliver clear expectations to the team and customers.
• Organize and deliver training presentations and models accountable, respectful, and supporting behaviors.
• Develops operational and strategic planning reports and continuous improvement reports.
• Create up-to-date vendor contracts, repair history and downtime procedures.
• Discusses operational issues and consideration for specific and expanding standard technology and instrumentation where possible.
• Advocate for needs of the department with organization leaders.
• Collaborate with multidisciplinary leaders regarding CSS process improvements and equipment budgets.
• Develop internal communication methods and channels to ensure that all departmental staff receive consistent and regular communication of departmental priorities/initiatives.

Planning: Tactical, Strategic

• Anticipates operational business need, adapts to change, and ensures necessary staffing, instrumentation, and supplies are available without impact to continuity of safe patient care.
• Track and establish outcomes and defect rates to specific goals and targets. 
• Manages and plans 5-10-year capital plans.
• Manages operational budget to meet targets and explain variance.
• Deploy continuous strategies that improve work environments, improve productivity, ensure the right technology, workflow and training are in place so time is not wasted on nonproductive rework or processes that do not add value and produce safe usable devices.
• Collaborate with department and organization leadership to establish short- and long-term strategic goals for the CSS department.
• Develop action plans for unit that meet strategic goals.
• Provide progress reports to department director or director of clinical functions.

Clinical Service/Department Operations Management

• Reviews and advises on IFUs, regulatory processes, and procedures.
• Collaborates with internal groups such as Accreditation, Infection Prevention and Control and other departments as needed when updating standards, policy, and protocol.
• Manages through the use of data and value driven decision making in problem solving and in objectively making operational decisions.
• Arranges work schedules, staff, and resource allocation.
• Supports systems and processes for CSS quality needed to provide clinical treatment and care services.
• Manage effective and smooth operations in a sterile processing department by utilizing various management principles and techniques.

Compliance with Internal Policies and External Regulations for Safe and Effective Care Delivery Health Profession Education

• Develop knowledge and compliance to regulations and standards such as OSHA, EPA, FDA, DOT, AAMI, AORN, etc. and participate in industry standards discussion and development.
• Remain informed and collaborate with UI Health Care Accreditation Services, clinic partners, and Infection Prevention and Control to ensure system-wide compliance to accreditation agencies such as The Joint Commission.
• Knowledge and dedication to best practices related to employee and environmental safety.
• Identify and communicate variances and create action plans.

Continuous Quality and Process Improvement

• Identify and communicate variances and create action plans.
• Remain current with knowledge of the operation of a sterile processing and flexible endoscopy reprocessing department.
• Manage effective and smooth operations in a sterile processing department by utilizing various management principles and techniques.
• Ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
• Ability to form and manage effective teams.
• Develop operational & quality management systems.

Education Program

• Maintain oversight of timely staff training, competency, and establish clear CSS education expectations.

Pay Level: 6A

Professional and Scientific Pay Structures | University Human Resources - The University of Iowa

Required Qualifications:

• A Bachelor’s degree or equivalent combination of education and experience.
• Must possess and maintain certification from the Certification Board for Sterile Processing and Distribution (CBSPD) or the CRCST from the Healthcare Sterile Processing Association (HSPA) for the duration of employment.
• Endoscope reprocessing certification must be obtained within the first year of hire.
• A minimum of 5 years related experience working in a medical field that includes a sterile processing component.
• Minimum 2 years of experience in a supervisory role with direct reports.
• Excellent written and verbal communication skills.
• Demonstration of commitment to principles of service excellence.
• Excellent organization skills; detailed oriented.
• Demonstrated effective interpersonal relationships with nursing staff, medical staff, SPD department, interdisciplinary teams, and other hospital departments.
• Professional job-related experience fostering or promoting a welcoming and respectful work/academic environment.
• Must possess and maintain a valid Driver’s License and satisfactory driving record per UI Fleet Services’ driving requirements.

Desired Qualifications:

• Familiarity with UI Health Care supervisory functions such as ELMS and performance reviews
• Experience managing in a union environment
• Experience managing agency team members