DEPARTMENT: Emergency Services, Cincinnati Children's Hospital Medical Center
SUPERVISOR'S TITLE: Manager, Emergency Services Clerical Support
TITLES SUPERVISED: Emergency Services Representative I, II, II
To supervise the frontline ED clerical staff, and coordinate the customer service efforts in the Emergency Department.
·Communication - General
Effectively demonstrate communication skills related to conveying relevant information. Develop and maintain efficient internal communication processes to support the activities of the department/program. Openly communicate across many departments regarding clinical, patient care, physical and/or material resources. Keep key leadership, administrative staff and other stakeholders fully informed of projected and actual developments in a timely manner. Prioritize multiple requests for information. Assemble and distribute material for project communications if necessary.
·Customer Service - Relationship Management
Maintain/manage strong working relationships with clients, colleagues, and other key stakeholders. Respond to requests quickly and effectively. Identify and understand customer needs and expectations and meets them. Communicate any relevant information to clients, colleagues, and other key stakeholders.
·Personnel Management - General
Manage reporting personnel. Make decisions regarding, and take responsibility for recruitment, selection, on-boarding, development, training, discipline, termination, evaluation, salary, payroll, and/or retention. Identify and work to correct personnel management issues. May maintain and/or create position descriptions and/or performance evaluation criteria.
Support the development of staff by coaching and/or mentoring ESR team members, formally or informally. Serve as an expert resource to ESRs and other ED staff, department and hospital in ESR functions. Proactively adjust one's style and/or efforts to complement those of others. Develop positive working relationships with ESRs/other ED staff and promote a positive and professional work environment/atmosphere. Serve as a liaison within the division of Emergency Services or organization, assume leadership in developing; evaluating or improving processes and procedures, and provide leadership on projects, initiatives or programs. May represent CCHMC at state, local and national level through involvement in professional associations and/or organizations.
Monitor and respond to situations that affect daily operations. Assist in the development, maintenance and oversight of program policies and procedures. Provide input on planning, evaluating and/or implementing programs and/or procedures. Plan, direct, schedule and/or manage resources and/or personnel. Research and take the lead in the resolution of problems. Assist employees and managers in the interpretation of policies and procedures. Assist managers and employees in understanding procedures and requirements for assigned department/division. Take the lead as a source of information regarding departmental/divisional issues. May prepare related reports. May provide technical support as necessary. Develop goals, standards, policies, procedures and practices. Provide programmatic leadership of assigned areas to ensure departmental goals are met and staff is abreast of changes in key systems, such as Epic. Implement and monitor indicators of quality.
Assist in the maintenance, oversight, and/or management of compliance with applicable federal, state, and local regulatory requirements, such as JCAHO, HIPAA, and/or other accreditation standards. Understand and comply to applicable policies, guidelines, regulations, and/or accreditation standards. Document compliance as necessary. Maintain compliance with CCHMC Core Standards and code of ethics. May be responsible for ensuring that work areas are organized and present a safe, accessible, effective, and/or efficient environment for employees, patients, and/or families.
Provide leadership for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with organizational strategy, commitments and goals. Define project scope, goals, deliverables and resource requirements. Develop full scale project plans and manages project budget, resource allocation, and timeline. Manage the day-to-day operational aspects of a project and scope. Direct assigned project team ensuring effective utilization of resources. Monitor project deliverables and report on progress of the project to all stakeholders. At the completion of the project, conduct a thorough evaluation and assessment of the project's results. Effectively apply project management skills.
Skills & Competencies
Ability to work independently to develop, implement and manage projects; knowledge of the principles and concepts of project management including proficiency with relevant project management tools
Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them.
Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions
·Coaching and Development
Accurately assessing others' strengths and developmental needs; giving informative and constructive feedback in a manner that enhances others' motivation; providing challenging assignments and opportunities for development; helping others overcome setback
·Selection and Staffing
Identifying skills necessary to successfully perform jobs; recruiting, evaluating, and selecting the most qualified candidates for jobs; assessing current and future staffing needs based on organizational goals and budget realities
Setting the stage for constructive relationships by being accessible, approachable, and interpersonally engaged; developing and sustaining meaningful and productive bonds with others based on mutual respect
·Medical Terminology - Basic
Basic knowledge of medical terminology
Taking responsibility for guiding others' actions and providing direction to a group; stepping forward to take the lead in addressing difficult issues and making tough judgment calls
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Systems - Intermediate
Proficient in systems relevant to the field
·Physical Stamina - Moderate
Possess physical stamina sufficient to perform moderate lifting, frequent stooping, and extensive standing/walking
Taking responsibility for one's actions and work; accepting the consequences of one's behavior; admitting mistakes
Being open to change and considerable variety in work activities; effortlessly adjusting to new or changing situations and unexpected events; altering one's approach to tasks and projects with minimal loss of efficiency
Using encouragement, recognition, rewards and other approaches to motivate and energize others, inspire enthusiasm and mobilize action to realize a vision; leading by example.
Ability to effectively manage multiple tasks simultaneously
Using inductive and deductive reasoning to formulate general rules or principles and apply them to work; identifying flaws in logical reasoning; understanding complex conceptual relationships; accurately detecting underlying themes or patterns in data
Ability to ensure that work areas are organized and present a safe, accessible, effective and efficient environment for employees, patients and families; ability and motivation to attend required Cincinnati Children's safety training sessions and apply lessons learned
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.
·Bachelor's Degree in a related field OR Equivalent
·5 years related experience
·Experience in healthcare management Preferred: