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

Please note, the pay range for this position goes above the stated range as listed below in this posting, and we aim to make fair and attractive offers commensurate with experience.



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.

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.

 

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 related field, required.
• Current certification required or to be attained within two-year period from 10-1-18 or from date of hire after 10-1-18. Certification must be maintained while employed in this position.

                

Experience: 

• Minimum of 5 years of clinical nursing experience required.
• Must have extensive knowledge of Ambulatory and specialty-specific clinical practices, workflows, and operations via recent (within 5 years) ambulatory nursing experience for a minimum of 2 years, required.    
• Nursing experience providing in-person triage and direct patient care for acute and chronic conditions as appropriate for an ambulatory outpatient setting strongly preferred.
• Dermatology experience preferred.
• Minimum of 2 years of nurse manager or leadership experience required. 
• Continually updates clinical knowledge and skills through formal and informal education and review of the current literature. 
• Must work well independently, have sound decision making skills and work effectively with and through inter-professional colleagues when required to make and facilitate complex decisions. 
• Excellent communication skills and strong team player. 

  

Skills and Abilities: 

• Must exercise a high degree of professional judgment within the scope of licensure 
• Possess interpersonal skills to interact effectively across roles, teams, and departments. 
• Possess ability to manage critical issues relating to patient care and changing organizational climate. 

 

 

Onsite

 

221 Longwood Avenue

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$81,473.60 - $157,851.20/Annual

 

Grade

8NTEMP

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework