Mgr, Patient Logistics

Position Details

Department: PCH-MAIN | Connected Care Center
Category: Director/Management
Location: Phoenix
Employee Type: Regular
Posting #: 672216
Posted On: 5/5/2022

Position Summary

The Manager, Patient Logistics oversees the Connected Care Center and the Call Center, promoting safe transfers and direct admissions from outside healthcare facilities, community physician offices, and across the Phoenix Children’s system. This position provides leadership and operational direction of capacity management, patient logistics, operator services, physician answering services and patient flow operations. This position develops answering service solutions for PCMG physician group and other physician and professional groups that support PCH, monitors volumes and trends through various statistical and reporting methodologies. Helps to develop, implement, and operate a Phoenix Children’s Hospital Command Center to coordinate all admissions, internal transfers, and discharges to ensure smooth patient access and patient flow operations, along with serving as the resource for emergency telecommunication solutions. Coordinates the usage and functionality of the Patient Logistics applications with PCH Executive Team, facility executives, staff, information technology teams, and vendors; relevant applications may include but are not limited to TeleTracking, and clinical applications such as Microsoft Teams, SCM, Cisco, Finesse, and Amtelco.

Position Duties

  1. Clinical Leadership
    • Maintains 24/7 accountability for Connected Care Center and Call Center operations.
    • Manages, evaluates and supervises operational functions and activities of Connected Care Center and Call Center by guiding and supporting staff.
    • Responsible for collaborating with service lines across the PCH system to develop and implement the patient logistics philosophy, standards of practice, department goals, policies and procedures.
    • Understands and assesses necessary personnel to meet fluctuating census, acuity and throughput goals.
    • Implements innovative and effective recruitment, retention and on boarding strategies in collaboration with HR and other departments/disciplines to meet unit needs as well as to foster growth and staff satisfaction.
    • Ensures continual delivery of high quality nursing triage and throughput.
    • Assures compliance of DNV and CMS standards as well as other regulatory agencies.
    • Enforces adherence to state board of nursing and state nurse practice act requirements and to other governing agency regulations; measures health outcomes against standards; makes or recommends adjustments.
    • Remains current and works towards best practice in nursing management, clinical knowledge and PCH policies and procedures. Incorporates nursing expertise by serving as a resource related to clinical aspects of areas of responsibility.
    • Evaluates all assigned areas technologies and oversees the implementation, maintenance, software and network structure, all back up locations and makes recommendations on new technologies as they become available to improve efficiency.
    • 11. Evaluates emergency communications during disasters and disaster drills; recommends solutions to the Emergency Management Committee and implements approved solutions.
    • 12. Oversees hospital wide internal code and disaster notification by operators; oversees the training of operators to handle internal hospital codes and operate the call center from the backup locations.
  2. Human Resource Management
    • Manages all aspects of personnel administration for unit(s) of responsibility including by not limited to recruitment, interviewing, selection of professional, technical or supervisory staff.
    • Implement strategies to foster staff’s high engagement, maintain low staff turnover, and support high level of staff satisfaction.
    • Assists staff with goal setting; implements continual performance development.
    • Evaluates staffing patterns/needs; match staff competency with patient acuity.
    • Effectively manages grievances in collaboration with appropriate leadership and Human Resources, monitors staff for fitness for duty, performance improvement and initiates corrective action as appropriate.
    • Identifies key performance indicators; establishes data collection methodology; evaluates performance data; responds to outcome measurement findings; complies with documentation requirements.
    • Works collaboratively with supervisors to identify staff performance issues/needs, provides feedback and support to address staff issues requiring immediate intervention, and identifies educational needs to ensure maintenance of established performance, competency, and quality standards.
    • Monitors/reviews MIDAS safety reports and collaborates with supervisors for trends; develops and implements strategies to address drifts in practice.
    • Assesses customer and patient satisfaction; develops strategies to address satisfaction issues.
    • Develops and supervises staff through provision of timely feedback and use of appropriate Human Resource policies and tools to facilitate and ensure the ability of staff to achieve highest level of professional growth and desired performance standards.
    • 11. Develops and implements service line based Clinical Education for orientation and ongoing professional development of all staff.
    • 12. Participates both proactively and retroactively in assessing and reviews quality of care by utilizing modalities such as rounding, data collection through dashboards, etc. and participating in event reviews, as appropriate.
  3. Financial Management
    • Recognizes the impact of throughput on reimbursement and revenue.
    • Provides timely review and feedback to management team for fiscal responsibilities of designated areas reflecting optimal utilization of all resources.
    • Works in collaboration with other leaders and departments to develop, secure approval for, and monitor revenue, expenses and capital budget for areas of responsibility.
    • Reviews financial data monthly and recommends/implements strategies to ensure compliance with approved budgets.
    • Conducts ongoing evaluation of productivity.
  4. Strategic Management
    • Establishes and oversees unit-based goals in conjunction with division and organizational goals/priorities.
    • Supports the growth of Phoenix Children’s; participates in the development and implementation of programs, as applicable.
    • Facilitates, attends and participates, as appropriate, in medical staff, hospital and patient care area committees.
    • Facilitates a structure of shared governance; supports a just culture.
    • Supports department based and system wide research and quality improvement initiatives.
    • Influences the practice of nursing through participation/professional organizations.
    • Continually adjusts the operations of assigned areas to meet financial, customer service, and other organizational goals.
  5. Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable
The position has been closed or filled.

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