Ensures support of the mission, goals, and objectives of the System Operations Center and M Health Fairview:

• Drives standard work development, implementation and support for domains and segments of work to drive toward department and system goals.
• Conducts frequent, timely and appropriate communication through one to one sessions and supervisor/employee rounding.
• Builds relationships with system service line/domains of responsibility as well as site and unit leaders within scope.
• Identifies and prioritizes change management strategies to support team and customer needs.
• Oversees budget for areas of responsibility including overtime management
• Delegates appropriate tasks to staff and ensures that delegated tasks are completed per Leader Standard Work.
• Serves as a role model for staff.

Responsible for human resources management for assigned area(s) to achieve quality service and positive employee relations:

• Implements and communicates Human Resources policies and procedures in a fair and consistent manner.
• Drives position management for the SOC Staffing & Scheduling team and works with other operational leaders on a hiring plan to select top talent, matching organizational needs with appropriate skill sets for overall System Operations Center needs
• Conducts timely employee performance appraisals for direct reports and ensures that leaders reporting up through them are doing the same
• Ensures appropriate use of corrective discipline in accordance with applicable policy to mitigate workplace behavior problems.
• Works with Supervisors to monitor employee overtime, productivity, absenteeism and takes appropriate action to identify and correct issues.
• Provides oversight and ensures completion of training for employees, including orientation, in-services and competency validation in accordance with department and unit standards.
• Oversees staff hour schedules to ensure adequate coverage

Maintains quality assessment and quality improvement activities. Monitors productivity and execution of data collection.

• Ensures collection, monitoring and reporting data exists for assigned area.
• Develops plan for correcting negative outcomes or trends.
• Distributes data and continuously seeks out opportunities to improve staff understanding of data and its importance.
• Annually contributes to the unit-based plan as part of the department, quality improvement program.
• Provides reporting that summarizes identified problems, actions, and results to improve processes.

Responsible for communication within the assigned areas.

• Seeks clarification, listens and conveys information clearly in written and verbal forms.
• Investigates and responds appropriately to all complaints and takes effective, corrective action when necessary.
• Demonstrates ability to identify and resolve interpersonal and/or professional conflicts when dealing with members of the organization.
• Participates on committee assignments.

Assumes responsibility for compliance with internal and external regulations, policies and procedures.

• Is familiar with union contracts
• Is aware of TJC, Department of Health and licensure requirements.
• Promotes effective labor relations policies.

Develops and maintains a healthy, supportive work environment, demonstrating behaviors consistent with service excellence.

• Exemplifies excellent customer relations in interactions with all customers and key stakeholders
• Continuously builds customer understanding by listening to customers.
• Anticipates customer needs
• Takes action to meet and exceed the needs of all customer groups.
• Continuously implements strategies to improve customer satisfaction.

• Models appreciation and acceptance of differences.
• Provides a welcoming and supportive environment.

• Continuously takes action to enhance employee engagement.
• Builds credibility with site leadership as a champion for employee experience, quality and professionalism.

Organization Expectations, as applicable:

• Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served
• Partners with patient care giver in care/decision making.
• Communicates in a respective manner.
• Ensures a safe, secure environment.
• Individualizes plan of care to meet patient needs.
• Modifies clinical interventions based on population served.
• Provides patient education based on as assessment of learning needs of patient/care giver.
• Fulfills all organizational requirements
• Completes all required learning relevant to the role
• Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
• Fosters a culture of improvement, efficiency and innovative thinking.
• Performs other duties as assigned