Address
Form of workThe Admission and Transfer Center (ATC) operates the high-volume patient admit and Transfer Center, facilitating patient access to UI Health Care inpatient services through telephone and electronic based communication. The ATC serves as a contact center for internal providers as well as external referring providers and serves over 20 departments across University of Iowa Health Care.
The Support Services Manager will provide leadership in the Admission and Transfer Center (ATC) and assist with administration and management of patient throughput in UI Health Care. This position will be a throughput liaison, promote patient access, the patient experience, and the UI Healthcare Model. This position will directly supervise clerical and support staff members. This position will develop new and monitor existing reporting tools to evaluate workflow, staff performance, and system performance regarding patient throughput. They will also provide phone coverage to meet the business needs and complete other duties as assigned.
Key Areas of Responsibility:
Provide Support Services to Clinical and Non-clinical Departments:
Coordinate and provide services for patients. Ensure compliance of tasks, compliance goals, and patient/customer satisfaction expectations. Supervise the delivery of services such as health information, inpatient transfers for referring facilities, patient throughput etc. Provide functional and/or administrative supervision of staff.
- Provide leadership in the Admission Transfer Center. Directly supervise the Admission and Transfer Center staff members, under the direction of the Associate Director and Nurse Manager.
- Manage, coordinate, and direct patient throughput services.
- Maintain daily bed status and daily bed huddle reports.
- Assure the compliance of tasks and compliance goals.
- Lead activities related to bed placement system upgrades.
- Complete special projects or implement pilot programs as directed by supervisor.
- Support team in patient placement and throughput and provide phone coverage to meet business needs.
- Collaborate with many departments at UI Healthcare including but not limited to: leadership teams in each department, Emergency Department, Internal Medicine provider leadership, HCIS Epic teams as well as many others.
- Serve as a collaborator with non-UI Healthcare providers.
- Analyze, monitor and report data, information and reports.
- May perform other duties as assigned.
Communicate/Collaborate with Internal and External Constituents:
Collaborate with peers, co-workers, customers, hospital departments, and external agencies to enhance the delivery of services. Implement strategies to resolve service issues. Review, respond, and resolve requests and issues from staff and customers.
- Serve as first point of contact for the Admission Transfer Center staff and clearly communicate expectations to staff.
- Maintain an effective working relationship with faculty, staff, students and across multiple UIHC support departments.
- Maintain an effective working relationship with non-UI Healthcare providers.
- Review, respond and resolve requests and issues from staff, providers and patients.
- Monitor the phone system and assign/reassign the daily work of staff based on business needs.
- Support the work and strategic goals of the University of Iowa Hospitals and Clinics.
- Host and attend meetings at the discretion of the Nurse Manager or Associate Director.
Develop Programs, Policies, Practices that Enhance Patient/Staff Environment:
Assist with development and implementation of policies and practices to improve services within the ATC.
- Lead the review of inpatient transfer processes, and bed management to evaluate patient flow and inpatient access.
- Collect, analyze, and format data to prepare a variety of reports to assist in operating efficiency of unit operations and productivity.
- Work with healthcare leaders, providers, and nursing to improve patient accessibility and patient flow.
- Develop and implement policies and practices to improve services for the ATC.
- Communicate and ensure compliance with new policies, guidelines, or expectation changes and initiatives.
- Identify any issues and look for efficiencies within our electronic documentation system and other processes.
Human Resources Management:
Provide direction, assignments, feedback, coaching and counseling to staff and key stakeholders to assure outcomes are achieved. May assist with hiring, developing, and managing the performance of staff.
- Provide functional and administrative supervision over staff nurses, clerical staff and support staff including hiring, scheduling, and assigning work, establishing work priorities, performance evaluations, and disciplinary action.
- Hire, develop, and manage the performance of staff. Sit on search committees for open positions and have input on new hire making decisions.
- Assure that staff are compliant with UI policies and procedures.
- Train new staff and retrain existing staff as needed.
- Provide ongoing communication with staff to motivate, develop, and praise accomplishments.
Financial Management:
Analyze, monitor and report financial data, information and reports. May assist with preparation of the budget. May initiate or approve fiscal transactions.
- Assist the Associate Director and Nurse Manager in the development of annual budget plans.
- Monitor expenditures within the department.
- Track and provide documentation for justification on sending and/or budget overages.
This position is eligible for hybrid work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
Education Requirements:
- A Bachelor's Degree or the equivalent combination of education and experience is required.
- 3-5 years of administrative experience is required.
- Experience with directly supervising employees is required.
- Excellent written and verbal communication skills is required..
- Knowledge of patient throughput and electronic medical charting systems, specifically EPIC is required.
- Proficiency in Microsoft applications including Teams, OneNote, and Excel. Experience in utilizing and understanding Tableau reporting tool is required.
- Proficiency in working and understanding computer spreadsheet and database applications is required.
- Ability to facilitate positive outcomes by collaborating and working in a team environment, establishing and meeting/exceeding department objectives and deadlines is required.
- Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments is required.
- Knowledge of the University of Iowa Hospitals and Clinics policies, procedures, and regulations is desired.
- Documented ability to communicate effectively with physicians, medical personnel, administrators, supervisors, and staff is desired.
- Leadership experience in a healthcare setting is desired.
- Experience working in a contact center environment is desired.
