Position Purpose The Manager of Operations reports to the Director of Operations. Under general supervision and leadership of the Director of Operations, Manager of Operations directly orchestrates and manages the development, implementation, personnel, and operation of the VirtuAlly Continuous Virtual Monitoring (CVM) program focused on continuous 24/7 patient safety observation. This position collaborates with the interdisciplinary team at customer sites to promote coordinated use of resources across multiple specialties and facilities and to optimize the sustainability and functional efficiency of the program. This position facilitates and works in partnership with nursing leadership at customer sites to develop and deploy cost avoidance strategies. This role demonstrates an understanding of the many factors that play into the success of patient safety programs, including legal, credentialing, licensing, state and federal policy, administrative, technical, human relations, and financial issues.
Requirements (Education, Work Experience, Licensure, Registry &/or Certifications) Bachelor’s degree from an accredited college/university required. Three years of work experience managing complex programs and/or services in a healthcare environment preferred. Healthcare experience preferred. Considerable knowledge of program operations, planning, development, and budgeting preferred. Knowledge of telehealth and patient safety preferred. Experience working with healthcare information technology preferred. Critical thinking and interpersonal skills essential.
Section 1: Core Values – 0% Core Values | Rating Be Compassionate Success Criteria
Pleasantly great and introduce myself to others.
Be an active listener by maintaining eye contact and using appropriate body language to communicate that I am listening.
Strive to be attentive, respectful, and responsive in caring for the needs of patients.
Use kind words and actions to show empathy when others are distressed.
Advocate for the well-being and concerns of patients and families.
Help others when asked or communicate the need for assistance if I cannot be of help.
Be Authentic Success Criteria
Demonstrate pride in my work and do what is expected of me with timeliness and quality.
Know and abide by the policies that specifically pertain to my work area and role.
Share information and respond to communications in a timely and professional manner.
Be fiscally conservative by not wasting time or resources.
Respect the individuality, privacy, and dignity of patients, visitors, and colleagues.
Provide a welcoming environment for all.§ Support equality and inclusion for all by remaining nonbiased in my interactions and not treating anyone differently based on gender, religion, sexual orientation, age, national origin, race, economic status, or physical characteristics.
Speak up or intervene when workplace bullying, or discrimination is observed.
Celebrate Success Criteria
Welcome new members to my team and offer them my assistance and support.
Listen to and try to understand the needs and opinions of my team.
Engage team members in key decisions that affect our work.
Provide/facilitate recognition of team members.
Support/participate in team building activities.
Aspire Success Criteria
Support a focus on positive changes in the company.
Bring forward opportunities for improvement and not wait for an adverse event to happen.
Support a culture of aspiration by asking and accepting questions.Ø Encourage ideas from others.
Contribute my ideas for the purpose of continuous improvement, problem solving, and learning.
Accept responsibility for my own learning.
Section 2: Job Responsibilities – 100% Job Responsibility:
Oversee day to day operational management of the CVM program.
Oversee day to day operational management of Care Team Members providing CVM services to patients at an elevated risk for self-harm and injury.
Success Criteria:
Facilitate the implementation and growth of new and existing CVM services.
Directly orchestrate all hiring and onboarding for new employees and oversee various administrative and leadership responsibilities including but not limited to
Scheduling
Real time staffing management
Provide HR functions to include facilitating conflict resolution among care team members, issue disciplinary documentation as needed, develop, and deploy accountability policies and provide periodic and annual performance reviews.
Facilitate training for and support the ongoing professional development of employees hired to provide monitoring services.
Manage program activities, the provision of patient safety interventions related to direct observation and data collection.
Facilitate and engage in various telehealth and hospital wide committees at customer sites relating to cost avoidance strategies, improving employee engagement and fall reduction.
Pilot new monitoring services and applications.
Collaborate with Customer Success team customer sites to develop and implement unique workflow sequences where CVM services are acquired.
Develop and oversee CVM program protocols, policies, and other program related documents.
Job Responsibility:
Develop and manage collaborations between, CVM, patients, and customer sites where CVM services are acquired.
Success Criteria:
Collaborate with Customer Success team to develop external revenue strategies for the acquisition of CVM services to various sites including but not limited to hospitals, assisted living communities, skilled nursing, and psychiatric facilities. · Collaborate with Customer Success team to provide in person onsite consultation for external sites interested in acquiring CVM services.
Collaborate with Customer Success team to develop and organize a unique implementation process for each external site.
Collaborate with Customer Success team to maintain frequent contact with administrative, clinical, and technical staff at customer sites including telephone, videoconference, and in-person site visits, to encourage the development of CVM champions and leaders.
Ensure appropriate documentation and data related to CVM observation service provision is provided to Customer sites. · Participate in the development process of creating an EMR integration for external sites.
Serve as a point of contact for questions regarding CVM services.
Job Responsibility:
In collaboration VirtuAlly IT support, ensure optimal functioning of CVM equipment to promote a high quality, efficient virtual monitoring service.
Success Criteria:
In collaboration with VirtuAlly IT support, create and update as needed, resource educational materials to promote optimal use of monitoring equipment.
Collaborate with nursing teams at customer sites to provide real time troubleshooting to promote optimal use of monitoring equipment.
Monitor equipment availability, functionality and collaborate with VirtuAlly IT support to ensure optimal availability and use of CVM equipment.
In collaboration with VirtuAlly IT support, provide continuous assessment of CVM equipment and provide input for optimization when indicated.
Job Responsibility:
Maintain Continuous Virtual Monitoring databases for research and quality improvement purposes.
Success Criteria:
Develop and manage a robust database to identify program success through cost savings and opportunities for quality improvement.
Management of patient safety events in a collaborative way with nursing leadership and deploying Just Culture mechanisms improving accountability.
In collaboration with the Customer Success team, communicate with customer sites to obtain feedback through surveys and interpersonal communication regarding the CVM program.
Ensure maintenance of a relevant quality and utilization database.