Director, Patient Care Services Operations - University of Maryland Medical System

Join us at University of Maryland Shore Regional Health (UM SRH), nestled on Maryland's Eastern Shore, in a region renowned for its natural beauty and vibrant communities. Our institution stands at the forefront of health care and medical innovation where we are not only expanding with building a new, cutting-edge Shore Regional Medical Center (SRMC) but also celebrating our prestigious 4th Magnet Nursing designation. Joining our team means becoming part of a health care organization that values excellence, innovation, and the highest standards of patient care.

Imagine a workplace where your dedication to nursing is not only recognized but celebrated. Our Magnet designation reflects our commitment to nursing excellence, empowering our nurses to lead and innovate in delivering compassionate, patient-centered care.

As we build our new SRMC, we are creating an environment that supports your growth and professional development. You'll have access to the latest technology and resources, enabling you to provide exceptional care and make a meaningful impact on the lives of our patients.

At University of Maryland Shore Regional Health, we foster a high reliability organization (HRO) culture of collaboration and respect, where every voice is heard and every contribution matters. Whether you are a seasoned nurse or just starting your career, your talents will be valued, and your potential will be nurtured.

Join us as we embark on this exciting journey of growth and transformation. Discover why University of Maryland Shore Regional Health is not just a place to work, but a place to thrive and make a difference in healthcare.

Together, we are building a brighter future for nursing and healthcare in our community, guided by our commitment to excellence and our passion for patient care. Come be a part of something extraordinary at University of Maryland Shore Regional Health.

A member organization of the University of Maryland Medical System (UMMS), University of Maryland Shore Regional Health (UM SRH) is the principal provider of comprehensive health care services for more than 170,000 residents of five counties on Maryland’s Eastern Shore: Caroline, Dorchester, Kent, Queen Anne’s and Talbot. UM SRH consists of approximately 2,000 team members, including more than 600 health care providers on the Medical Staff, who work with community partners to advance the values that are foundational to our mission: Compassion, Discovery, Excellence, Diversity and Integrity. For more information, visit https://www.umms.org/shore.

General Summary

Reporting to the Chief Nursing Office, SVP Patient Care Services, under limited direction, leads divisional-wide initiatives by assessing, planning, implementing, analyzing, and making appropriate changes to departmental operations.  The position is accountable for leading interdepartmental initiatives with Human Resources, IT, Finance, Ancillary Support Services, and Quality.  The position collaborates with Directors and Managers to ensure effective utilization of resources.   The position is actively involved in evaluation of how policies, procedures, protocols, and standards affect Operations.  The position is responsible for oversight of nursing departmental budgets and productivity management.  The position has line management responsibility for the Staffing Office, Supplemental Staff, Telemedicine programs and Administrative Supervisors.

ESSENTIAL FUNCTIONS OF THE JOB:

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Oversees the strategic planning, deployment, and management of Patient Care Services financial resources in accordance with department mission, vision, values, and culture.  Under direction of Chief Nursing Office, works collaboratively with Directors and Managers to establish annual financial and operational goals and targets.
2. Develops actions plans for operational goals and objectives.  Reviews departmental operations to determine if goals have been achieved.  Identifies emerging trends and opportunities for improvement.  Plans, designs and implements major operational improvement and expense management projects.
3. Line management responsibility for Staffing Office, Supplemental Staffing, Telemedicine programs and Administrative Supervisors. Determines fiscal requirements, prepare budgetary recommendations, monitors costs, and authorizes expenditures for the department.
4. Evaluates and integrates data related to quality and patient outcomes, capacity management, and patient and staff satisfaction to identify process improvements.
5. Demonstrates financial management and leadership skills. Monitors financial, productivity, and sourcing statistics to ensure effective operations within allocated resources.  Performs complex analyses of productivity measures providing high level independent judgment and expertise.   Works collaboratively with peers and partner with other Departments to ensure the delivery of high quality, cost-effective patient care.
6. Prepares departmental projections and recommendations to the Chief Nursing Office regarding key departmental initiatives. Develops and presents strategic initiatives for recruitment of supplemental staff to key constituents and Senior Leadership. 
7. Develops marketing strategies and oversees marketing plan for the department for recruitment of supplemental nursing pool.  Assists Manager in developing, reporting and analyzing measurement data, such as cost per hire and applicant flow data, to enhance the business decision-making around staffing and for continuous process improvement; participates in the communication of results of analysis to hiring managers. 
8. Leads special projects for Chief Nursing Officer.  Develops work plans as necessary.  Analyzes resources necessary to complete assigned project.  Ensures desired outcome is achieved.
9. Interacts regularly with medical and nursing staffs regarding operational issues.  Leads internal and external meetings.  Establishes and maintains communications within Patient Care Services and with other hospital departments.  Develops relationships with professional affiliations and others, as appropriate.
10. Coordinates with Patient Care Services initiatives that include, but are not limited to quality, patient experience, regulatory and finance.  Assume primary responsibility for resolving day-to-day administrative issues. 
11. Anticipates and assumes ownership of problems and intervenes to prevent issues.  Creatively seeks results, solutions, answers, and improvements. 
12. Demonstrates knowledge of technology and systems used within Patient Care Services; Microsoft Office Suite, Epic, LMS, Workforce Management software (Infor, Kronos), Visio.  
13. Required to commute between SRH locations to attend meetings, facilitate activities and engage leaders in operational projects.  

Mission

All employees are responsible for extending the mission, values, and Standards of Service Excellence of Shore Regional Health by dedicating oneself to providing the highest quality healthcare services to the communities we serve.

Education:

Required: Nursing degree from accredited Nursing School, Master's Degree in Nursing, Health Care Administration or Business Administration, a related field or equivalent experience (Required).  Equivalent combination of education and experience may be considered. 

Qualifications

Ten years of progressively responsible work experience in nursing, health care administration (Required).  Minimum 5 years progressive leadership experience in health care setting.  

Green belt in process improvement or adaptive design is preferred.  

Certification/Licensure/Registration:

Must maintain an ANCC specialty certification in nursing specialty or executive leadership.  

Knowledge, Skills and Abilities

1. Expertise in operations improvement. Consulting and/or project management experience preferred.
2. Highly proficient knowledge of health care management, administrative and operational principles and practices, including technology, TJC, regulations and laws pertaining to delivery of patient care.
3. Demonstrated competence in financial management and leadership skills. Successful experience with management of nursing care staffing models and budgets for large and diverse departments.
4. Demonstrated analytical and critical thinking skills required to integrate and interpret data from diverse sources.
5. Demonstrated ability to accurately assess situations and reach sound and workable solutions using strong reasoning capabilities. Ability to successfully resolve conflict-oriented situations. Demonstrated sensitivity to confidentiality and the political dynamics of an academic medical environment required.
6. Ability to successfully perform the responsibilities of the position within a stressful work environment demonstrating a positive and professional work ethic. Demonstrated ability to oversee, schedule, coordinate and direct project activities, assign work, monitor work, and evaluate performance. Able to act independently without specific instructions in a self-confident and constructive manner.
7. Highly effective verbal communication skills are required to work with senior management, executive staff, and external government agencies, and to direct various projects. Highly effective writing skills are required to compose project-related correspondence and to maintain necessary project records.
8. Highly developed organizational skills and interpersonal skills. Demonstrated ability to function in a matrix environment. Demonstrated ability to develop strong relationships with key customers.
9. Knowledge of MS Project, Excel, Word, PowerPoint, Visio, and E-Mail required with knowledge of Performance Improvement and Statistical Software preferred.

Working Conditions

Works inside a clean, well-lit environment. May be exposed to frequent interruptions, multiple demands. Work is high demand. Potential for minimal exposure to communicable diseases and hazardous materials requiring the observance of Standard (Universal) Precautions and safe handling practices. This position has been classified as low or no exposure risk and does not require the completion of an annual testing, but may require "just in time" testing if the need arises.

Physical Requirements

Must be able to sit for short and long periods of the work hours. Standing, walking, stooping, and bending are required. Frequent listening, telephone communication, visual acuity to read medical records, department literature, data reports, and video viewing display monitors is required. Lifting of less than 25 pounds with frequent handling of records and reports. Reaching for and handling of equipment and supplies. Normal office and nursing unit environment.

All your information will be kept confidential according to EEO guidelines.