Clinical Operations Manager

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

At Bridgeport Hospital, we are committed to providing quality medical care and treatment that is coordinated and centered on the patient's specific needs. We strive to achieve benchmarks as a Patient Centered Medical Home and provide health care in a setting where patients are at the center of their care team. All employees of Bridgeport Hospital are part of the patients care team and contribute to the team approach of promoting access, continuous, comprehensive care and work to provide quality improvement in the care provided to their patients.

Serves as the direct link between Bridgeport Hospital (BH) leadership and employees. This role is responsible for providing administrative and operational oversight to ensure patient care is delivered in a manner consistent with the mission and values of the organization. As an essential member of the leadership team, this role leads and collaborates with others across service lines to achieve the organizational strategic goals and objectives.

EEO/AA/Disability/Veteran

• 1. Clinical Quality and Operations Support *Conducts intentional rounding to monitor care delivery and patient experience. *Maintains a consistent 24/7 patient- and family-centered care model. *Identifies operational barriers affecting service delivery and coordinates timely solutions. *Escalates patient safety, quality, or service concerns to the appropriate leaders. *Supports standardized practices across departments to reduce variation and improve outcomes.
• 1.1 Communicates best practices and ensures staff accountability to achieve initiatives related to the patient and family centered model of care.
• 2. Staff Support & Feedback *Coaches staff on patient-experience expectations and desired behaviors. *Provides real-time feedback during rounds and patient-service events. *Debriefs staff following concerns and communicates outcomes or follow-up actions. *Recognizes strong performance and reinforces professional accountability. *Promotes collaboration among clinical, support, and leadership teams.
• 2.1 Serves as a resource to the BMA for staffing management.
• 3. Service Excellence *Role-models FIRST, LAST, and AIDET service behaviors. *Provides immediate service recovery when patient or family expectations are not met. *Partners with Patient Relations and Patient Experience to address concerns. *Communicates service-recovery actions and recommendations for follow-up. *Supports healing environments that strengthen patient and family trust and loyalty.
• 3.1 Consistently models customer service standards and key behaviors.
• 4. Organizational Leadership *Aligns departments and service lines around patient-experience priorities. *Serves as a change agent by translating organizational expectations into frontline practice. *Participates in huddles to address concerns and implement solutions. *Establishes processes and accountability structures that support consistent service. *Advances the organization's goal of delivering a positive experience for every patient, every time.
• 4.1 Promotes the organization to all customers by role modeling and communicating BH's mission and values.
• 5. Interacts with: Physicians, patients, and families. Interacts secondarily with the following external interfaces: Professional counterparts, vendors/suppliers, Educational and Regulatory Organizations. Interacts primarily with the following internal interfaces: Nurse Manager, Staff in assigned Functional Areas, Off Shift Administrators, Directors of Nursing, Division Executives. In collaboration with their Director and VP, have the authority to execute the vision, objectives and strategies consistent with the Hospital's mission and policy. They determine how resources are deployed within their areas of responsibility, and they determine the need for additional resources where indicated. They have the authority to advocate change in processes and systems to ensure safe and satisfactory patient care. They work with Leadership to resolve management and physician issues within agreed upon financial and regulatory limits. They oversee the enforcement of policy, as well as make recommendations for policy changes to Hospital leadership. They coach and mentor leaders in their departments. They monitor and document management performance and make recommendations for promotion.
• 5.1 Other duties may be assigned based on departmental and/or organizational need.

EDUCATION

Bachelors of Science degree in Nursing required. Relevant Master's degree strongly preferred, i.e. MSN, MBA, MPH, etc.

EXPERIENCE

Minimum of 2 years of clinical practice experience and three to four years of demonstrated leadership and/or management experience in an acute care setting strongly preferred.

LICENSURE

Current State of Connecticut Registered Nurse license.

SPECIAL SKILLS

Excellent communication, leadership and interpersonal skills. Demonstrated ability to manage multiple priorities. Demonstrated ability to implement, support and effectively monitor change required.

PHYSICAL DEMAND

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Prolonged standing, walking and lifting required. They are frequently required to reach with hands and arms. They must occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and depth perception. The noise level in the work environment is usually moderate. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.