Manager, Patient Services

Job Description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible for planning, organizing, and controlling all internal operations of the assigned department. This position is responsible for managing budgetary information and business objectives, including the human resource and financial management operations of the assigned department. The incumbent acts as a catalyst between the department and its customers and staff, to ensure continuity and quality of service and care. Reporting non-clinical staff operate in support of the patient/family and serves as a direct representative of the provider/clinic providing care during the visit. Staff has regular interaction with the patient/family in a non-clinical capacity and has a fundamental role in the coordination of medical treatment. This position is not responsible for providing clinical patient care.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

Job Specific Responsibilities and Accountabilities

Performs to required standards for job specific responsibilities and technical competencies.

Talent Management

Hiring, training, developing, and communicating with staff.

Financial Management

Responsible for developing, monitoring and achieving budget goals.

Manages labor and non-labor expenses to budget or flex budget.

Manages revenue to budget to maximize potential revenue.

EPE/Service

Responsible for patient satisfaction scores within assigned area(s).

Responsible for upholding PROMISE standards of direct reports and team members.

Quality

Responsible to achieve quality goals for assigned area(s).

Manages and promotes continuous process improvements in assigned area(s).

Performance Management

Responsible to provide staff feedback on performance, including on-time appraisals and coaching.

Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.

Building Relationships

Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.

Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.

Knowledge / Skills / Abilities

Ability to perform the essential functions of the job as outlined above.

Demonstrated leadership skills in planning, and directing employees and processes, in order to effectively monitor and develop subordinates, to ensure the smooth operation of the department.

Knowledge of assigned department's area of specialization in order to analyze, plan, and draw conclusions for recommendations to superiors.

Qualifications

Required

Bachelor's degree in a related field, or the equivalency.

Four years of progressively more responsible leadership experience.

Qualifications (Preferred)

Preferred

Master's degree in a related field, or the equivalency.

One year of experience in a supervisory capacity.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull, or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements
Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking

Minimum Qualifications

Bachelor's degree in a related field, or the equivalency. Four years of progressively more responsible leadership experience. Qualifications (Preferred) Preferred Master's degree in a related field, or the equivalency. One year of experience in a supervisory capacity. Working Conditions and Physical Demands Employee must be able to meet the following requirements with or without an accommodation. This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull, or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.