The Nursing Manager has administrative and clinical responsibility for the smooth functioning of all aspects of the health center’s nursing practice and related activities. Directs the development, implementation, and evaluation of the nursing regimen for the Health Center, involving health maintenance, patient education, and care management. Through Continuous Quality Improvement (CQI) and Performance Improvement (PI) methodologies, as well as nursing methods and techniques such as case finding, health teaching, health counseling, triage, and the provision of supportive care, assists in restoring the well-being of the clients and achieving high levels of patient satisfaction. In collaboration with the Chief Executive Officer, Director of Operations and other operational staff, ensures optimal functioning of all clinical areas, effective nursing administration and smooth and efficient patient flow.
- Overall supervision of the Department of Nursing, patient referrals, and on-site laboratory
- Direct supervision of Referral Coordinator to ensure optimal functioning of referral process and timely scheduling of appointments both external and internal to the Health Center
- Direct supervision of the on-site laboratory including oversight responsibility for all laboratory personnel assigned by Norwalk Hospital to ensure optimal functioning of the laboratory, compliance with Infection Control standards, and timely receipt of all laboratory reports in accordance with accepted clinical standards.
- Works directly with clinical staff to facilitate optimal patient flow in all clinical areas; ensures the provision of adequate Nursing staff support to the health center-based component of the Norwalk Hospital Internal Medicine Residency Program. Ensures regular meetings, and punctual start to all clinical sessions at the beginning of each day; works with Nurses and MAs to maximize efficiency in clinical practice, including patient preparation, stocking rooms and establishment and execution of other daily tasks.
- Responsible for setting the expectation of high-quality customer service for all members of the nursing staff; ensure that they: greet and welcome patients, clients and visitors to the clinical areas with respect, courtesy and professional warmth; be available to explain procedures, answer questions and give general information to patients on the routine operations of the Health Center and what to expect during their visit; proactively anticipate and attend to needs of patients; proactively support all clinicians in the delivery of patient care
- Reviews patient complaints involving the Nursing staff and assists staff in resolving patient grievances in a timely manner. Documents proper patient concern or incident forms so the center can track patterns and make improvements.
- Reviews and monitors competency skills of all Nurses and MAs to optimize performance within the scope of their job functions and responsibilities. Develops and implements training curriculum to provide regular in-service education to nursing staff regarding clinical skills and equipment necessary to carry out their day-to-day activities. Responsible for ensuring accurate documentation of nursing actions, reflecting the care given to patients and observations made about patients, when indicated.
- Regularly consult with the Chief Medical Officer, and Director of Operations regarding the performance of the clinical staff in all clinical areas to assure compliance with the policies, procedures and objectives of the health center and regulatory agencies.
- Develops, coordinates, monitors, and adjusts staffing assignments in all clinical areas to meet patients’/clients’ needs effectively and optimize productivity and performance. Arranges and assists in providing nursing coverage in clinical areas and at external events (e.g., off-site flu clinics, health fairs) as needed.
- Monitors staff attendance, punctuality, performance and training needs to assure the proper level of support for staff development and the optimal functioning of each clinical area. Assists staff in setting performance goals and reviews successes and deficiencies with direct reports (i.e., nursing staff and Referral Coordinator) on a regular basis; identifies and facilitates appropriate training for improving performance. Completes annual performance evaluation for direct reports and makes recommendations for promotion, salary adjustments, transfers and/or initiation of disciplinary action procedures when indicated.
- Responsible for development and implementation of the health center’s Infection Control program. In collaboration with Chief Medical Officer, and Director of Operations, responsible for ensuring compliance with Patient-Centered Medical Home and other agreed-upon standards in all clinical areas. Oversees nursing staff in maintaining an orderly and safe environment in clinical areas and adherence to Infection Control guidelines.
- In conjunction with the QI Specialist and Chief Medical Officer, develops metric-based, qualitative evaluation methods to assess safety, quality of care and clinical efficiency for all nursing support staff (nurses, medical assistants, referral department, care coordination). Works with appropriate management and leadership to actively address areas for improvement among support staff.
- Oversees daily Quality Control procedures in all clinical areas and ensures their regular execution and documentation. Oversees and ensures maintenance of clinical logs by nursing staff; conducts chart reviews and prepares reports to ensure compliance with nursing policies and procedures regularly and on an as-needed basis.
- Oversees clinical inventory control (e.g., medication, vaccinations, clinical supplies) and maintains adequate levels of supplies, equipment and instruments in patient care areas; makes arrangements for repairs as necessary. Reviews supply requests with Director of Operations and Chief Finance Officer on a periodic basis. Oversees the administration of routine screening tests (e.g., PPD testing) as needed, specific to each unit.
- Oversees the patient referral process including performance of Referral Coordinator, Nurses, MAs and other designated staff in the submission and tracking of patient referrals, both internal and external to the Health Center, to maximize patient compliance with scheduled appointments and optimize cross-referrals consistent with the delivery of high quality primary care.
- Leads monthly Nursing meeting. Attends and provides nursing input at regularly scheduled key administrative meetings. Assigns Nursing representation at other organizational meetings as needed. In collaboration with the Director of Operations, communicates and implements policies and procedures developed at these meetings as appropriate.
- Responsible for maintenance of the Nursing Manual; contributes to drafting and revision of clinical and administrative policies and procedures as needed.
- Ensures that clinical staff adhere to professional dress codes and code of conduct
- Demonstrated clinical skills
- Excellent leadership and interpersonal relationships and evidence of good professional conduct required
- Ability to effectively teach, direct, motivate and retain staff
- Must demonstrate excellent organizational and communication skills, high-level management skills, mathematical computation skills
- Familiarity with all patient care equipment and products integral to the delivery of clinical care in an ambulatory setting
- Computer skills and data management skills required.
- Ability to interact with a diverse population of people
- Must be able to relate to and work with ill, emotionally upset, and sometimes aggressive people
- Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things
All nursing staff [LPN, RN] and all medical assistants
1. Ability to read, and comprehend complex instructions, correspondence, and memos
2. Must be able to respond when needed by prompt appearance at a required location
3. Must be able to work under physically and emotionally stressful conditions.
4. Must be able to use Centricity scheduling/medical information system and other practice administration-related applications
5. Bilingual speaking ability a plus, English and Spanish
Graduate of an accredited school of Nursing
Bachelor’s [BSN] or Master’s [MSN] Degree in Nursing preferred
Current, unrestricted nursing license in the State of Connecticut
Minimum of three (3) years management/administrative experience in a health care setting required
Proficiency with electronic medical record systems required
Community health center experience and knowledge of FQHC regulations preferred
Experience in quality and performance improvement
Prior implementation of cultural diversity, competency program development and management of multi-level staff preferred
Proficiency in Spanish preferred
Normal ambulatory care working environment. Sitting, standing and walking approximately 80% of the time. A medium to high level of manual dexterity required. Bending and reaching required. Normal overtime/extended work hours.
Blood borne pathogen exposure risk
Category I: Job classification includes ALL employees who have occupational exposure to blood borne pathogens (blood or body fluids) while performing their job duties.
Norwalk Community Health Center Mission, Vision and Values
To provide quality, innovative care that enriches the lives our patients
To lead our community toward the achievement of the best possible health
The work of Norwalk Community Health Center is guided and informed by our beliefs and commitment to:
Compassion – we feel solidarity with our patients and our coworkers; we feel one another’s joy and sorrow.
Respect – we treat patients, guests, and fellow associates with sensitivity and empathy.
Dignity – we acknowledge each individual, their cultural diversity and that of the community we serve.
Quality – we strive to deliver the highest quality service by continuously improving our services and processes.
Excellence – we endeavor to become the benchmark, putting forth our personal and professional best.
Limitations and Disclaimers:
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for this position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor or other clinic management in compliance with Federal and State laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.