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MANAGER, 1ST IMPRESSIONS & ORTHOPEDIC AND HAND CLINIC PRACTICE MANAGER

MIAMI VALLEY HOSPITAL

DAY SHIFT / 8A-5P

80 HOURS PER PAY PERIOD

The Manager, 1 st Impressions is responsible for the overall functioning of the hospital’s Information Desk and Telephone Office staff, to include Information Desk Representatives, Customer Service Specialist, and Telephone Operators. The Manager guides these teams to provide excellent customer service by focusing on pro-active service recovery skills and service excellence best practices. This role is accountable for training, scheduling, and evaluating 1 st Impressions employees to ensure adequate coverage for 24/7 operations and delivery of the hospital’s patient experience and behavior standards in every interaction. In addition to responsibilities for 1 st Impressions functions, the Manager will work collaboratively with other hospital departments to achieve seamless delivery of service. The incumbent is expected to demonstrate effective problem-solving, excellent written and verbal communication skills, responsiveness, and the ability to relate to diverse groups of people, both internally and externally.

Also responsible for oversight of the Orthopedic and Hand Clinic. Will have direct reporting relationship with clinic staff and work in conjunction with the physicians, is responsible for the daily operation of the clinic. The manager capitalizes on new business opportunities through marketing efforts and strategic planning. The Manager ensures the delivery of efficient and effective care through effective human resources management and the implementation of administrative systems and policies and promotes the organization's mission and vision.

Education

Minimum Level of Education Required: Bachelor's Degree

+ Type of degree: Business Administration, Communication, or related field

+ Area of study or major: Communications, Human Resources, Public Relations, or related field.

+ Position specific testing requirement: Microsoft Office

Experience

Minimum Level of Experience Required: 3 - 5 years of job related experience, to include 1 – 2 years of supervisory experience.

Prior job title or occupational experience: Customer Service, Public Relations, or similar.

Prior specific functional responsibilities: Familiarity with telephone systems and extensive experience in customer service.

Preferred experience: Prior experience in a healthcare environment preferred.

Knowledge/Skills

+ Significant experience and demonstrated success in a customer-oriented environment.

+ Demonstrated leadership abilities with proven track record of establishing and maintaining strong professional relationships characterized by mutual respect and cooperation with internal and external customers.

+ Excellent written and communication skills to communicate effectively with a diverse group of internal and external parties.

+ Professional experience in action-oriented environment where problem-solving and interpersonal interaction is critical.

+ Ability to ensure fairness and concern for persons of all socio-economic levels, races, religions, cultures, and sexual orientations.

+ Excellent conflict resolution skills, as well as the proven ability to perform under stressful and emergency situations.

+ Computer skills, including comfort with Microsoft Office and other commonly used applications, required.

+ Experience with managing and maintaining budgets (FTEs, expenses, etc.).

+ Ability to function independently.

Working Conditions:

+ May require occasional evening and weekend work.

+ Occasional exposure to communicable diseases, toxic substances, ionizing radiation, and other conditions common to a clinic environment.

Organizational Standards

+ Possess skills, knowledge, and abilities to reach the mission, vision, and values of Premier Health.

+ Demonstrates traits and behaviors including, but not limited to, focusing on patients/customers, walking the talk, being a partner, adding skills/abilities, working independently for all staff and managing in a changing environment, engaging the workforce, and managing & improving individual performance for management staff.

+ Performs in such a way to honor our values of Respect, Integrity, Compassion, and Excellence.

+ Provides a positive and professional representation of the organization.

+ Promotes a culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.

+ Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience.

+ Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.

+ Adheres to infection prevention policies and protocols, medication administration and storage procedures, and controlled substance regulations.

+ Participates in ongoing quality improvement activities.

+ Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.

+ Complies with organizational and regulatory policies for handling confidential patient information.

+ Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization.

+ Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.

+ Reports to work as required

Essential Duties & Functions

+ Interviewing and hiring activities, as well as scheduling/staffing and daily assignments in line with established productivity guidelines and/or department needs.

+ Ongoing feedback and performance coaching of staff, to include assessments, recognition, and corrective action when needed.

+ Actively cultivate an environment where people want to come to work.

+ Time and attendance, as well as other department budget oversight activities.

+ Support regulatory compliance, to include staff competencies, documentation, etc.

+ Role model behavior standards consistent with patient and family experience in a service industry.

+ Organize regular staff meetings to provide education, updates, and staff motivation.

+ Develop and maintain a safety plan for the department.

+ Continuously assess and make suggestions for improvement in the quality of services provided.

+ Address internal and external customer issues, to include immediate intervention into stressful or conflict-ridden situations when needed.

+ Prioritize workload appropriately and mange time effectively to meet deadlines