Summary:

The Social Work Manager is a part of and engages with the service line leadership team. The Manager has the responsibility to collaborate with the service line leadership team when decisions are made around program and staff development. The Manager plans, develops implements and evaluates health care services, programs, and activities; and acts as the department/center leader to ensure the goals and objectives are achieved. The Manager has the responsibility to collaborate with physicians and other health care providers to maintain and improve services. The Manager will be responsible for creating and revising standard work and implementing operational workflows to optimize departmental key performance indicators. Additionally, this position serves as a resource for problem solving, budgeting, performance improvement, policy implementation and staff issues. Responsibility for the interpretation of data related to demand and delivery of interventions is a key part of this role. This leader also partners with other service line and social work leaders across the enterprise to ensure consistency of practice standards and clinician competencies.

Experience:

An acute medical Social Worker with minimum five (5) years of progressively responsible and related work experience, AND at least one (1) year being in a work lead/supervisory position.

Education Qualifications:

Master’s degree in social work from accredited program required.

Essential Functions:

1.    Completes various special projects, which may require reviewing and analyzing information, identifying problems, recommending solutions, and drafting reports.
2.    Continuously assesses and improves teams’ and department’s performance based on patient needs; directs and participates in improving performance and services which benefit staff, patients, and other patients. Maintains appropriate quality improvement programs in response to staff and patient feedback, internal standards of care and external requirements. Evaluates and implements changes based on data related to productivity, quality and outcomes for departmental projects and programs. Accountable for achieving patient and staff satisfaction targets.
3.    Cultivates and provides exemplary customer service, assuring that customer service standards are consistently met or exceeded; identifies opportunities to improve services and takes correction actions; accordingly, analyzes customer/patient complaints, concerns and suggestions and provides appropriate follow-through, including prompt response to resolve any customer/patient complaints.
4.    Develops, recommends, implements, and interprets new or revised policies, standards, and procedures; monitors and enforces compliance.
5.    Determines necessary levels of and provides supervision of operational and clinical functions of staff. Ensures that enough qualified and competent persons are available to provide care that is safe and service oriented. Has responsibility for selection, orientation, coaching, supervision, development, and evaluation of social work staff.
6.    Ensures quality program management through compliance with federal, state, and local regulations concerning health care and Joint Commission guidelines; continuously assesses care and services provided to meet or exceed the needs and expectations of patients/customers; identifies opportunities to improve quality of care; and assesses and improves key processes that directly affect patient services.
7.    Manages implementation and monitoring of psychosocial supportive programs including, but not limited to support groups, peer to peer mentoring, patient grant screening, and distress patient management.
8.    Manages and integrates functions to support the department’s/center’s priorities as regards growth and expansion goals and initiatives, and provides effective leadership, business acumen and vision to maintain and “grow” the program’s services, including preparing and managing business modeling.
9.    Provides for fiscal program management by preparing and maintaining annual operating budget within prescribed parameters by monitoring income and expenses to ensure that budgetary targets are met; forecasts staffing, capital and operating budget needs in evaluating and reporting on the clinic(s)’ market position, financial situation, space utilization, etc.; monitors performance of the plan, making adjustments as needed; prepares financial reports and projections; identifies opportunities to improve financial systems and services. Oversees service line efficiencies to ensure appropriate utilization of Health System resources including patient financial assistance.
10.    Supervises and directs the work of professional and support staff to achieve optimum patient flow and cycle times appropriate for services; analyzes staffing mix and staff deployment to meet clinic needs; interviews and selects new employees; assures training and orientation for all new employees; monitors staff productivity; schedules work; coordinates reporting of payroll; establishes standards and evaluates performance; implements employee disciplinary process and responds to grievances as needed; assures employee competencies and long-term development through regular performance appraisals.
11.    Facilitates professional development and clinical growth of social work staff through implementation and maintenance of program specific competencies. Promotes and facilitates educational opportunities based on assessment of staff needs.
12.    Manage and support additional department/center programs and projects as assigned.

Required Knowledge, Skills and Abilities:
1.    Knowledge of social work and the needs of service line (oncology, behavioral health, inpatient surgical and medical) patients and families
2.    Knowledge of Performance Improvement process
3.    Skilled in oral and written communications
4.    Skilled in listening to others.
5.    Ability to respond appropriately and effectively to patient’s crisis situations.
6.    Ability to use common computer software for daily work and data input and retrieval.
7.    Ability to plan, organize and supervise a multidisciplinary staff of professionals and maintain positive working relationships.
8.    Ability to exercise tact, judgment, and diplomacy.
9.    Ability to relate to people in a manner to gain confidence and establish support.
10.    Ability to maintain confidentiality.
11.    Ability to contribute to health care policy formulation when working in partnership with a multidisciplinary team of health care providers.
12.    Ability to delegate responsibly to others, activities according to ability, level of preparation, the standards of practice and regulatory guidelines.
13.    Ability to develop programs and lead process improvement projects.
14.    Ability to establish the strategic direction and business plans for a functional group.
15.    Ability to initiate and implement change conducive to the improvement of the quality and safety of patient care delivery.
16.    Ability to provide leadership and influence others to meet patient needs and achieve shared goals as part of a multidisciplinary team, to effectively call on and prioritize system resources to provide patient care that is of optimal quality and value, promote cooperative behaviors, and to act as an effective role model, resource, and mentor for others
17.    Ability to supervise, coach, mentor, train, and evaluate work results.
18.    Ability to use information and keep abreast of developments in technology to communicate, manage knowledge, mitigate error, and support decision-making in patient care.
19.    Knowledge of electronic medical records procedures and how they interact with patient care.
20.    Knowledge of laws, rules, and regulations; standards and guidelines of certifying and accrediting bodies hospital and department/unit standards, protocols, policies, and procedures governing the provision of patient care applicable to the area of assignment
21.    Knowledge of principles and practices of and current trends in health care and hospital system organization and administration sufficient to provide clinical management, leadership, coordination, and operational direction for assigned areas of responsibility.
22.    Knowledge of principles and practices of organization, administration, fiscal and personnel management essential to the practice of health care
23.    Knowledge of the current theories, principles, practices, and standards of as well as emerging technologies, techniques issues, and approaches in the health care profession, particularly those applicable to the area of assignment/expertise, the culture of the health care system, as well as the responsibility and accountability for the outcome of practice.

Other Duties:

It is understood that this description is not intended to be all inclusive, and that other duties may be assigned as necessary in the performance of this position.