Patient and Family Services Program Manager KOPH - 52047
Req ID:
118913
Recruiter:
Matu Threatt
Shift:
Days
Employment Status:
Regular - Full Time
Salary Grade:
MM 18
For more information about CHOP's current Fiscal Year Compensation Plan Guidelines please click here
Job Summary
General Leader supporting the Department of Patient and Family Services (PFS) staff. Works with PFS Division Leaders as part of a centralized enterprise model to assure quality, family centered care services are provided for patients and families. Maintains matrix relationships with staff and leaders in their respective professional homes.
Provides day to day supervision of PFS staff. Collaborates with local and enterprise leaders related to performance management, ongoing professional development resulting in both individual and team performance improvement. In addition, the Program Manager will be responsible for participating in patient/family care concerns which would include facilitating points of escalation to other arms of the Patient and Family Services Department (Office of Feedback, Social Work, Language Services, Spiritual Care, Patient and Family Experience and Family and Visitor Services) and/or other points of enterprise leadership. The Program Manager will be accountable to serve as a participant and/or champion for selected departmental and KOPH institution-wide projects, committees and initiatives that advance professional practice, enhance collaboration with colleagues, and support improvements in the care and experience of patients and their families, and support enterprise-wide growth. The Program Manager role collaborates with local and enterprise medical/clinical leadership and Patient and Family Services Senior Leadership across the environment(s) supporting the following activities:
on-boarding/orientation of team employees; maintaining day to day operations, supporting direct care coverage as needed and evaluating clinical practice with a particular focus on quality and performance improvement.
Job Responsibilities
Leadership
- Be visible and present as a leader, remain sensitive to daily hospital operations, act as an escalation point for operational concerns
- Serve as a leader that exercises strong collaboration and communications skills, both locally and with respect to the CHOP enterprise
- Support a Fair and Just Culture that balances institutional learning and personal accountability. Model and promote safety behaviors, teamwork and communication to create a respectful and resilient work environment.
- Demonstrate behaviors that exemplify organizational sensitivity, resiliency and flexibility, ability to influence, conflict management.
- Foster open, transparent and effective communication at a local level and across the system as a whole
- Lead with a focus on operational, process and procedural innovation, challenging traditional approaches as necessary
- Promote collaboration and sharing of resources with a focus on the development of flexible staffing and leadership across areas
Clinical Supervision
- Through coaching and supervision of assigned staff ensures that professional standards and clinical best practices are executed based on job descriptions of PFS staff members.
- Collaborates with PFS enterprise leaders to assure continuity of services across all disciplines and campuses.
- Utilizes existing CHOP performance management systems
Operational Supervision
- Provides operational management of Patient and Family Services scope of work in partnership with other local and enterprise operational leaders.
- Supports inpatient and outpatient operations.
- Manages workflow and productivity of Patient and Family Services staff and assures that resources are allocated appropriately to meet demand for service. This includes continual assessment and identification of opportunities for improvement and trends at the local level.
Job Responsibilities (Continued)
Operations Management
- Adheres to principles of Family-Centered Care and diversity/inclusion
- Supports others to meet annual requirements for professional and continuing mandatory education
- Subscribes to and adheres to the NASW Code of Ethics
- Recruits, orients and on boards new staff
- Monitors special purpose accounts/finances that affect Supervisor s staffing group, and follows protocol(s) for appropriate distribution of resources.
- Work in concert with Social Work Leadership in the on-going evaluation and oversight of the SW Orientation Process
- Assumes Enterprise Social Work Leader on Call duties in rotation.
- Completes annual staff performance evaluations (including setting staff performance goals, conducting ongoing discussions with staff regarding performance and completing mid-year and annual reviews with staff). Accountable for developing high-performing staff and addressing performance issues promptly and appropriately with HR support. Utilizes patient satisfaction data, QI data, incident report data and other forms of feedback to improve care provided.
- Assures appropriate personnel are assigned to consistently meet patient care needs and effectively manage gaps in staffing.
- Develops and utilizes creative staffing strategies to meet daily patient care needs and responds quickly and strategically to growth/change in the patient care population to meet patient/family care needs across the campus
- Works with unit leadership and direct report s peers to assure annual competency assessment.
- Responsible to manage all personnel and financial management systems as assigned.
- Participates in community relations with area BH facilities and partners with University City Social Work and DCAPBS leadership to address access to BH care
- Works with internal and external contacts to address systems issues. Participates in community advocacy. Works to streamline processes with community partners and within CHOP. Develops strategies to improve the discharge systems and leads related process improvement activities.
Crisis/Emergency Management
- Provides leadership in crisis stabilization throughout the campus. Represents Patient and Family services on related committees and process improvement work. Leads initiatives to enhance SW response in emergency preparedness and crisis stabilization activities.
- Responsible for 24-hour SW staffing coverage in partnership with Enterprise Social Work Leadership. Monitors needs on an ongoing basis related to patient flow and capacity management, crisis response and pre-planning for situations at high risk of creating surge in patient activity.
Job Responsibilities (Continued)
Required Licenses, Certifications, Registrations
Required Education and Experience
Required Education:
Master s degree in Social Work
Required
Experience:
3 years minimum experience in a health system. Experience managing confidential and highly sensitive information and situations in which the parties involved may be angry and or resistant to suggestions for follow-up. Demonstrated track record of professionally managing competing priorities within a fast-paced setting.
Preferred Education, Experience & Cert/Lic
Preferred
Experience:
Experience supervising students/staff
Preferred Licenses/certificates/registrations:
Licensed Social Worker
Additional Technical Requirements
- Excellent communication skills.
- Ability to forge successful collaborations with patients, families, staff, leaders and physicians at all levels within the Hospital and across the Care Network.
- Excellent organizational skills and experience in managing an institutional function requiring systems thinking in a complex, fast-paced environment.
- Working knowledge of data systems preferred.
- Proficient in MS Office software applications; Knowledge of basic data management and computer skills essential; EPIC.
All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.
Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products.
Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
VEVRAA Federal Contractor/Seeking priority referrals for protected veterans. Please contact our hiring official with any referrals or questions.
CHOP Careers Contact
Talent Acquisition
2716 South Street, 6th Floor
Philadelphia, PA 19146
Estimated Salary: $20 to $28 per hour based on qualifications.
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