Flow Operations Program Manager BWH

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The RN Flow Manager (Flow Manager) is valued member of the clinical leadership team. The primary responsibility of the Flow Manager is to coordinate and expedite the clinical operations of a multi-disciplinary team, ensuring an exceptional patient experience. The Flow Manager reacts to the immediate operational needs of the practice, supervising and directing other members of the interdisciplinary team to further the coordination and advancement of care of patients. Develops strong collaborative relationships across roles, disciplines and departments with a focus that ensures the needs of patients are addressed. The Flow Manager is accountable for facilitating an appropriate response to the access needs of patients in alignment with practice-based resources.

The Ambulatory Flow manager will work within an Ambulatory Practice setting to provide weekday supervisory support in conjunction with the Nursing Director and Practice Manager and assumes responsibility for operations during the weekday in conjunction with the Nursing Director and Practice Manager. The Ambulatory Flow manager will monitor the quality and flow of patient care delivered in the departments and will be expected to be able to respond to issues in real time addressing those events that require management intervention or clinical consultation. He/She will support a collaborative and efficient environment that is patient-focused and supports high quality nursing practice. The Ambulatory Flow Manager will be primarily based at 221 Longwood Avenue, with travel expected to the Chestnut Hill and Brigham and Women’s Faulkner Hospital locations. The Ambulatory Flow Manager will have oversight responsibility for Medical Assistants and nursing staff, including Licensed Practical Nurses (LPNs), Registered Nurses (RNs), prior authorization specialist ( Practice Assistant Sr,) and Practice Coordinator across BWH Dermatology sites. This role will also collaborate closely with the BWH Dermatology affiliate sites in Foxborough and Westwood to support consistent clinical operations, workflows, and patient care standards across locations.

At the Brigham, we place great value on being a diverse and inclusive community. Brigham Health and the Department of Nursing are dedicated to diversity, equity, and inclusion as we aim to reflect the diversity of the patients in our local community. We have a dedicated focus on equity. Thus, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum or human diversity: race, gender, sexual orientation, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

• PRINCIPAL DUTIES AND RESPONSIBILITIES:
• 1. Leadership: Coordinate and expedite clinical operations including, but not limited to:
• a. Directs, delegates and monitors quality of care delivered by the health care team.
• b. Functions within and across interdisciplinary teams in a manner that promotes coordination, mutual respect, and timely response to the patient's health care needs.
• c. Recognizes the impact of systems on health care delivery. Facilitates development of workflows and pathways that ensure the coordination of care across all settings with particular attention to transitional needs.
• d. Facilitates huddles, promotes and models effective, respectful communication
• e. Utilizes a critical thinking approach to problem solve and make decisions.
• f. Identifies and evaluates operational clinical needs and resolves concerns early
• g. Role models and facilitates change within the health care team to respond to emerging practice and organizational needs.
• h. Fosters and implements innovative thinking to create alternative solutions.
• i. Manages all resources to support optimal care of patients seeking primary care services in the clinic, telephonically and electronically including; gateway, telehealth, and other emerging care delivery models.
• i. Models and promotes health care team building and leadership skills. Applies leadership skills to facilitate effective team functioning and operations of the department.
• j. Develops strong collaborative relationships across roles and departments with a focus to ensure timely accesses of emerging needs of patients are addressed.
• a. Occasionally participates on committees or broader organizational initiatives as required.
• b. Provides clinical oversight and support as needed to nursing staff and medical assistants in collaboration with the Medical Director and Practice Managers.
• c. Manages changes in Nurse/MA staffing schedule and appropriately adjusts resources to ensure patient care and operational needs of the practice are met.
• d. Authorizes hours worked by nursing staff and medical assistants, including any overtime. Direct recipient of sick and tardy calls for clinical staff.
• e. Assumes accountability for evaluation of performance of RNs, LPNs, and Medical Assistants under the delegation/direction of the nurse manager, assist with the orientation of new clinical staff, participate in signing all clinical staff on annual competency as needed.
• f. Participates in the selection, supervision and of staff
• g. Mentors new staff, assists with orientation and staff development needs.
• h. Ensure workflows are supported to minimize staff overtime, utilize resources appropriately and will be cognizant of budgetary constraints.
• 3. Quality and Safety
• a. Collaborates with nursing and practice leadership in setting quality standards for nursing care and in the development of relevant policies and procedures, actively participate in our quality improvement initiatives.
• b. Demonstrates ability to analyze, synthesize and apply data to drive optimal care delivery outcomes.
• c. Oversight for TJC readiness and quality programs, conduct monthly Joint Commission audits as well as medical record documentation audits for the clinical staff.
• d. Provides exceptional patient experience, manages any real-time patient complaints, inquiries, and feedback.
• 4. Clinical Care
• a. Provides evidence-based, clinically competent nursing care in a culturally sensitive manner, is expected to assist with patient care.
• b. Performs all clinical tasks and responsibilities of the BWH RN as permitted by licensure, scope and institutional policy.
• c. Performs skilled nursing tasks competently and demonstrates operational knowledge of procedures and equipment.
• 5. Technology
• a. Demonstrates technological literacy in using computerized information systems.
• b. Accesses, evaluates and uses data and information from a wide range of resources.
• c. Demonstrates effective use of computer-based information and practice management systems for population health management, decision support, reports relative to the provision of care, continuous quality improvement and professional development.
• d. Provides input to the development of information systems that impact the provision of patient care.
• e. Facilitates and oversees staff use of health care technologies, able to develop, access and apply reporting data.

Qualifications

Education:

• •Graduate of an approved school of nursing, BSN required. MSN preferred.
• •Current license to practice as a registered nurse in the State of Massachusetts.
• •Current registration in nursing in the Commonwealth of Massachusetts.
• MSN (or) DNP (or) PhD, (or) a BSN with a master’s degree in a