ED Operations Supervisor - Night Shift
Massachusetts General Hospital(MGH)

Job Info

---

Reports to the Emergency Department Senior Administrative Manager. Provides direct supervisory support to, works closely with, is a resource to, and provides leadership and direction to, ED support operations staff, including patient transporters and support associates. Is responsible for the smooth operation of assigned shift. Ensures that patients and other colleagues, i.e., physicians, nurses, visitors, ancillary departments, etc, are serviced efficiently and effectively. Works independently with ED clinical staff including physicians, residents, nurses, NPs, and PAs. Participates in the development, monitoring and implementation of effective and efficient operations. Participates in departmental operations improvement and cost reduction initiatives. Provides administrative/project management support and serves as a subject matter expert on multidisciplinary committees and task forces that include senior ED physician, nursing, and administrative leadership. Works with ancillary departments to ensure that departmental supply needs are being met and that departmental equipment is available and in good working order. Monitors and follows up on facility and environmental issues such as safety, cleanliness, repair needs, etc.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Operations:

• With support from the ED Administrative Manager, directs and supervises support operations staff (approximately 10 FTEs) during assigned shift.
  
• Collaborates with a multidisciplinary team of physicians, nurses, residents, NPs, PAs, and administrative support staff in planning and facilitating the introduction and use of new facilities, equipment, technology and supplies. Assists in the development and execution of associated training programs.
  
• Ensures that the ED is appropriately stocked with supplies. Monitors special purchase inventory and purchases supplies and equipment as needed.
  
• Oversees quality checks and preventive maintenance on ED equipment to ensure that all equipment is available and in good working order. Collaborates with ancillary departments as needed to accomplish this.
  
• Assists with the implementation of new equipment, technology and supplies. Solicits input from clinical staff. Assists in staff training.
  
• Ensures safe, efficient patient transport, and participates in hospital committees to address issues related to this function.
  
• Identifies systems and operational problems. Analyzes current processes and recommends solutions and improvements; responsible for successful implementation of agreed upon changes.
  
• Develops plans and processes for the timely completion of all assigned functional duties; is responsible for maintaining accurate information resulting from plans and processes. Ensures staff are trained on systems and keeps them informed of new developments. Delegates and distributes work, as necessary, to meet established deadlines.
  
• Serves as a liaison with key managers in Environment of Care oriented departments such as Environmental Services, Materials Management, Buildings and Grounds, Biomedical Engineering, Safety, Infection Control, and Police and Security.
  
• Problem solves operational administrative issues as they occur. Follows up as necessary with ancillary departments and ED Operations Manager to ensure that the department is adequately stocked and equipment is in good working order.
  
  

Environment of Care/Compliance/Safety

• Ensures that all staff are trained and compliant with Joint Commission and other regulatory standards as it relates to their jobs. Participates on ED Excellence Everyday Committee.
  
• Ensures that each staff member completes annual required safety and compliance training.
  
• Monitors environment of care and reports any issues that occur.
  
• Responds to internal (fire, power outage, computer crash, etc) and external (mass casualty incidents, etc.) emergency situations according to the hospital emergency preparedness plan. Directs and leads staff response until senior leadership is in place.
  
  Information Technology Management
  
  
• In collaboration with ED Operations Manager, serves key coordination role for Emergency Department Information Services (IS) needs, including managing clinician access to Dragon software. Works with the ED Administrative Manager to manage department IS preventive maintenance program and the PC replacement process.
  
• Maintains inventory of all IT devices in department.
  
• Ensures Workstation on Wheels (WOWs), Dragon microphones and other IT devices in the department are functioning appropriately.
  
• Submits Dragon training requests for ED staff.
  
• Manages issues, including prioritization, resolution tracking, and communication of critical issues. Serves as key point of contact for IS follow-up and tracks Service Now tickets for repairs or re-imaging of computers.
  
• Collaborates closely with clinical and administrative staff to identify IS needs and determine appropriate actions. Maintains close working relationships with hospital information services personnel to ensure Emergency Department requests are prioritized and addressed appropriately.
  
• Purchases new PCs and other IT devices as needed.
  

Human Resources:

• With support from the ED Administrative Manager, provides direct supervision to and is responsible for the conduct, operations, and results of the Patient Transport Staff and Support Associate staff (approximately 10 FTEs in total). Management functions include hiring, evaluating performance, initiating corrective action, and termination of direct reports.
  
• Coordinates the orientation of new employees and ensures training for new systems and technology. Implements re-training efforts as necessary and monitors progress.
  
• Assists with time plan, ensuring adequate coverage. Schedules lunches, breaks, etc. Performs payroll/timekeeper functions. Works with Operations Manager to restructure staffing patterns to meet changing needs of Emergency Department. Makes staffing assignments for shift personnel. Works some weekends as necessary for coverage or supervision of weekend staff.
  
• Arranges replacement coverage for sick calls and other contingencies. Provides operational back up for Patient Transporters, Support Associates and Support Services Team Leaders as necessary. Covers work stations if necessary to ensure adequate staffing of all areas. Must be able to deal with coverage for all positions on all shifts.
  
• Communicates departmental policies and procedures to his/her staff; additionally, develops documentation for practices and maintains the policy and procedure manuals for staff.
  
  

Financial:

• Monitors supply and equipment expense and usage. Works to minimize inventory.
  
• Is able to perform the daily order as well as special purchase, as needed.
  
• Develops and implements systems to ensure cost effective operations.
  
• Manages weekly payroll through UKG.
  
• Reviews monthly staffing/payroll numbers and provides analysis of staffing utilization.
  
• Monitors and controls overtime spending.
  
• Manages salary expenses pertaining to scope of employees.
  
• Manages non-salary expenses pertaining to scope area.
  

Service

• Supports, promotes and demonstrates MGH customer service philosophy
  
• Promotes and initiates active communication with ED leadership, staff, and other departments
  
• Directs and assists patients, families and staff in accessing appropriate resources
  
  

Projects and Professional Development

• Uses project management skills to successfully implement new policies, procedures, and technology
  
• Adheres to department and hospital requirements for required training
  
• Identifies learning opportunities and collaborates to enhance professional development
  
• Continuously evaluates role and makes recommendations for change to ensure that departmental clinical support needs are met
  
• Stays up to date on new and changing process improvement tools and techniques
  
• Participates in meetings as necessary
  
• Assists in the development of any enhancements being made to departmental computerized systems, and assists in any training required for implementation
  
• May represent the Emergency Department at inter-departmental meetings/committees
  
• Completes project work as assigned by the ED Operations Manager
  
  

Qualifications
EDUCATION:

Bachelor's degree preferred.

EXPERIENCE:

Business/healthcare management experience preferred.

SUPERVISORY RESPONSIBILITY:

With support from the ED Administrative Manager, manages approximately 10 FTEs

FISCAL RESPONSIBILITY:

Assists with daily supply/equipment and special purchase ordering process for the department's $3.1M non- salary operating budget. Monitors and reports on salary budget for assigned staff and shift.

WORKING CONDITIONS:

• General Business/Healthcare Office.
  
• Clinical treatment areas to be visible and available in the Department.
  
• Some Weekend shifts required.
  
• Must be available via pager for downtimes, disaster situations, employee issues.
  
  

EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.

---