JOB SUMMARY
The Associate Manager of Throughput oversees the functioning of the Case Management, Social Work, and Utilization Review Departments. Under the direction of the Director of Throughput, this role is responsible for the assessment and coordination of care, as well as the management of a multidisciplinary team of social workers, case managers, and support staff working in inpatient and outpatient departments. The associate manager ensures appropriate staffing levels, monitors discharge delays, assists with transitions of care, and intervenes as appropriate to assure timely and quality customer service while striving for superior performance that contributes to the patient and family experience.
PRIMARY JOB RESPONSIBILITIES
Operations & Clinical Workflow
- Responsible for overseeing day-to-day operations that have a social work, case management, or utilization management component.
- Coordinates the integration of social services and case management functions into patient care, discharge, and next level of care planning processes.
- Reviews and monitors key metrics such as readmissions, length of stay, and appropriate service excellence components to identify trends and opportunities for improvement.
- Maintains and supports efficient communication, and collaborative processes between Providers, Nursing Homes (SNF/LTC), Home Health/Hospice Agencies, Assisted Living Facilities, Adult Foster Care Homes, and Community partners.
Quality and Safety
- Develops and participates in department performance and quality improvement projects, including gathering and organizing statistical data.
- Monitors Safety Net occurrences, investigates and presents solutions to leadership, and ensures resolution results in patient and employee safety.
- Demonstrates job related aspects of patient safety to assure a safe environment, safe and effective use of equipment and technology, and decreased risk of adverse occurrences.
- Participates in the review, establishment, and revision or policies, procedures, protocols, and quality assurance standards.
Staff Management and Development
- Develops and monitors staff scheduling and time and attendance to assure staffing levels are appropriate to patient volume and acuity.
- Conducts employee coaching, counseling, corrective action, and assists with annual employee performance appraisals.
- Provides and coordinates orientation, staff education, and facilitates staff in-services on a routine basis.
Departmental and Additional Job Responsibilities
- Performs all other related duties as assigned by the direct leader.
JOB SPECIFICATIONS
Nursing Pathway:
EDUCATION
- Current licensure as an RN in the State of Michigan.
- Bachelor’s Degree preferred.
- CM Certification preferred.
EXPERIENCE
- Five years of clinical or health related experience.
- Minimum of three years of clinical case management, utilization review, and/or discharge planning.
Social Work Pathway:
EDUCATION
- Master’s degree in Social Work
- Current license as a LMSW in the State of Michigan.
EXPERIENCE
- Three years of acute care social work.
- One year of behavioral health social work experience is preferred.
General Experience & Skill Required:
- Two years of experience in management or a supervisory role is preferred.
- Highly functional knowledge of and comfort level with computer applications such as Microsoft Office (Word, Excel), Google Applications, and various technological platforms as appropriate.
- Proficient interpersonal skills, exceptional telephone etiquette, and effective customer service skills, including service recovery strategies.
ESSENTIAL PHYSICAL ABILITIES/MOTOR SKILLS
These physical requirements are not exhaustive and additional job related physical requirements may be added on an as needed basis. Corrective devices may be used to meet physical requirements.
- Sedentary Work: Frequently required to stand, kneel and crouch. On a daily basis may be required to move about, sit, climb stairs and bend. Is frequently required to lift and carry up to 20 lbs. May be required to push/pull/carry items between 20-100 lbs.
- Vision: Requires the ability to perceive the nature of objects by the eye. Near acuity: Clarity of vision at 20 inches or less. Midrange Acuity: Clarity of vision at distances of more than 20 inches and less than 20 feet.
- Must be able to travel independently throughout the hospital; access patients/families including areas confined by space and/or equipment.
- Speaking/Hearing: Ability to give and receive information through speaking and listening.
ESSENTIAL TECHNICAL ABILITIES
- Proficiency using modern office, computer and telephone equipment as used by Memorial Healthcare.
- Have hand-eye coordination for use of computer.
ESSENTIAL MENTAL ABILITIES
- Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
- Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.
- Effectively problem solves.
- Organize and prioritize responsibilities.
- Understand, observe, and interpret policies and procedures with minimal supervision.
- Function calmly in times of pressure or crisis.
- Follow directions and provide follow through with projects assigned.
- Understanding and knowledge of workflows associated with process in patient care/clinical areas.
ESSENTIAL SENSORY REQUIREMENTS
- Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
- Able to see and hear for work-related purposes.
- Communicate receptively and expressively in English, both written and spoken, with patients, families, staff, volunteers, and other healthcare providers.
- Accurately hear communication by phone or in person.
INTERPERSONAL SKILLS
- Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
- Must be able to communicate effectively, coordinate multiple duties simultaneously, and be able to independently solve healthcare information management related issues.
- Required to remain calm when adversity is encountered.
- Open, honest, and tactful communication skills.
- Ability to work as a team member in all activities.
- Positive, cooperative and motivated attitude.
- Have outstanding customer service skills including service recovery strategies for both internal and external customers.
- Facilitate conflict resolution and provide and accept constructive feedback.
- Follow the chain of command.
- Maintain confidentiality.
