Manager, Nurse Practitioner Clinic Operations

Part Time / Full Time

Employment Status: Permanent, Full-time (1.0 FTE)

Number of Hours Bi-Weekly: 75

Work Schedule: Days

On Call: No

Summary:

Reporting to the Director Home and Community Care, the Manager, Nurse Practitioner Clinic Operations is responsible for supporting the Medical Secretaries to meet their operational goals efficiently while ensuring that an enhanced level of patient care and service experience in our clinics putting patient care above all others is preserved. The Manager promotes team work and collaboration between groups through exceptional managerial abilities, which translates to excellent patient care and provides: training, planning, and oversight of general clinic operations.

Key Responsibilities:

• Supports the work of Medical Secretaries within the Nurse Practitioners (NP) clinics to create a positive & collaborative workplace environment while ensuring the highest level of client service is achieved.
• Organize and evaluate workflows to standardize and optimize processes across the Medical Secretary role and NP clinics.
• Communicates performance expectations clearly and consistently with teams and assists with the performance development of Medical Secretaries in alignment with the organization priorities.
• Adheres to the performance coaching model while collaboratively working with Nurse Practitioners and Labour Relations teams to address any performance issues.
• Collaborates with and supports relationships with Nurse Practitioners to ensure optimal operations across all NP Clinics.
• Guides new employees through the orientation process and ensures all probationary reviews and stay interviews are completed.
• Maintains personnel records to ensure proper documentation of employee classification(s), valid license.
• Develops clinic specific philosophy and standards of patient care in collaboration with the NP and ensure that these align with VONs strategic plan.
• Ensures team members follow standard Medical Secretary operating and administrative processes by conducting Gemba observations to evaluate process adherence in order to achieve effective client care and exceptional client experience.
• Identify process trends, gaps and variations as part of establishing a continuous improvement monitoring system.
• Collaborates with NPs and Director Home and Community Care to ensure highest quality of service and care for clients and works toward prompt resolution via recommendation or intervention when required.
• Oversees the approval of invoices and vendor contracts related to the NP clinics ensuring their accuracy through auditing processes to avoid delay and provides follow up to resolve any issues.
• Participates in budget preparation, financial performance management and measurement reports
• Completes reports for internal and external stakeholders conducting relevant analysis and ensuring timely submission.
• Maintains the Electronic Medical Records (EMR) system for NPs and their clinics by performing regular audits to ensure its accuracy.
• Organize and attend educational conferences and system meetings for the NP program as required.
• Other duties as assigned.

Common Responsibilities:

• Promotes the strategy of VON and their role as an integrated community care provider to all stakeholders and staff
• Prioritizes and ensures alignment of emerging opportunities in the community with VON strategic plan
• Provides leadership in navigating the requirements and complexities of unionized and non- unionized environments
• Coaches, advises, motivates, and provides leadership to staff; creates a positive workplace for staff
• Promotes the Lean team management approach to ensure a common paradigm of management and discipline of management practices
• Ensures there are mechanisms for all staff to come together to hear of organizational news and to provide feedback on what is working and what is not working
• Ensures all Districts have a plan to complete performance development and learning plans with all staff
• Promotes common approaches to orientation, learning, motivating, recognizing and supporting staff when achieving organizational goals; such as meeting or exceeding KPIs, meeting or exceeding milestones
• Provides leadership and commitment to building client and family engagement and following accreditation Canada Standards
• Provides leadership in the promotion of a safe and healthy workplace ensuring workplace conduct and activities are in accordance with the provincial Occupational Health and Safety Act and Regulations, that KPIs related to safety are regularly reviewed by management, that appropriate investigations occur when needed, and plans to address issues are created and acted upon.
• Compliant with the VON Safety Management System, including all Safe Work Practices and Procedures.
• Promotes work/life balance fostering professional excellence and personal fulfilment and health
• Promotes the use of technology-based systems for the capture, transformation and distribution of knowledge
• Abides by all confidentiality and protection of personal information policies, regulations and practices and ensures appropriate safeguards are in place in the Region

External and Internal Relationships:

• Fosters positive labour/management relationships by confirming adherence to the collective agreement, leading labour/management meetings, and working to resolve areas of disagreement involving interpretation of the collective agreement where applicable.
• Interacts frequently with operations leadership team, Nurse Practitioners and other multidisciplinary team members.
• Engages external vendors and service providers to acquire and maintain equipment.
• Interacts with government agencies and/or other funders associated with the province of the clinic to align the day-to-day operations of the clinic ensuring a consistent approach.
• Engages with clients and families, specialty physician's staff and other physicians.

Education, Designations and Experience:

• Bachelor's Degree or Post-secondary education in a related field such as Medical Office Administration or Health Services Administration.
• A minimum of 5 years' experience in functional area.
• A minimum of 3 years' experience managing people in a supervisory or team lead role.
• Competency with computer-based EMR, Telus and Microsoft Office is required.
• Understanding of the Nurse Practitioner role in a Primary Health Care setting is an asset.
• Lean experience is considered an asset
• Experience in a non-profit health care environment is an asset.

Skill Requirements:

• Strong knowledge of medical office operations.
• Good planning and strong organizational skills.
• Excellent oral and written communication skills.
• Excellent problem-solving skills.
• Ability to work as a team member to achieve desired results.
• Understanding of medical ethics, applicable laws and regulations.
• Strong computer skills including working with data bases.
• Ability to multi task in a fast-paced environment.
• Financial experience working in an approved budget.

Other:

• A current and original satisfactory Criminal Records Check is required upon the start of your employment.
• A Vulnerable Sector Search and/or Child Abuse Registry Check may be required.
• Access to a personal vehicle for business use.

Work Conditions and Physical Capabilities: Attention to detail; Lift and carry using appropriate lifting techniques; Bend, push, pull, grip, reach, kneel, crouch using good body mechanics; Walk, sit, stand, climb stairs; Hand movements

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