Healthcare Staffing Accounts Manager - University of Maryland Medical System

The University of Maryland Medical System (UMMS) serves more than one million patients and families every year. More than 29,000 employees and 4,600 providers work at UMMS. Each and every one of these individuals – from the patients we care for, the family members we reassure to our colleagues that we champion – represent the amazingly vibrant communities we serve. And we continue to seek out qualified candidates who reflect the values, backgrounds and stories of our neighbors and patients. We want to hear your voice, learn from your experiences, and be shaped by your insight as part of our workforce. After all, when we come together from different walks of life, we become stronger, better, and more empathetic.

General Summary

Under general administrative direction, the Clinical Account Manager oversees the placement of staff to UMMS member organizations (customers) by fostering positive relationships with both clinicians and customers.

This role is accountable for the assignment of staff to provide patient care which supports the strategic and annual plans of the University of Maryland Medical System (UMMS) and its member organizations in achieving clinical, financial and service quality objectives. The Clinical Account Manager is responsible for the management and placement of Staffing Center per diem team members, team members on long term agreements, and agency/contracted resources.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by individuals hired into this position. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. In collaboration with member organizations, assesses requirements for staffing to meet patient needs. Plans strategies and services to meet clinical program objectives.

     A. Values and cultivates relationships with clinicians.

     B. Meets routinely with member organizations, both virtually and on-site, to assess current contingent staffing needs.

     C. Uses a variety of data and information resources to assess evolving program requirements and evaluate program performance.

     D. Collaborates with leadership of member organization to continually improve effectiveness, communication, and productivity.

     E. Continually interacts with both active and inactive team members to help ensure maximum productivity and engagement.

     F. Conducts professional development mapping with clinical team members.

     G. Develops effective administrative, coordination and communication systems. Ensures effectiveness of department operations.

2. Develops relationships with leadership throughout the system and becomes familiar with the culture and needs of supported member organizations.

     A. Meets with the managers and or directors or the staffing offices of all member organizations individually and collectively on a routine scheduled basis.

     B. Seeks feedback and input on process and policy issues to improve operational performance and customer satisfaction.

     C. Collaborates with member organizations in planning for seasonal increases in volumes and or major initiatives that have an impact on staffing and other operational needs.

3. Assumes a leadership role in managing the quality of services provided by the department to the organization at large.

      A. Utilizes a data-driven, process focused and outcomes-oriented approach. Implements systems to assess and respond to customer perceptions of service. Is visibly involved in obtaining customer feedback, incorporating customer requirements into service design and requiring supplemental staff performance which meets customer requirements

      B. Implements systems to manage and improve the performance of department level processes and to improve the performance, consistency and coordination of cross functional processes.

     C. Teaches and coaches staff in effective process analysis and improvement techniques and in using data to assess and improve clinical performance.

3. Assumes a leadership role in managing the quality of services provided by the department to the organization at large.

     A. Utilizes a data-driven, process focused and outcomes-oriented approach. Implements systems to assess and respond to customer perceptions of service. Is visibly involved in obtaining customer feedback, incorporating customer requirements into service design and requiring supplemental staff performance which meets customer requirements

     B. Implements systems to manage and improve the performance of department level processes and to improve the performance, consistency and coordination of cross functional processes.

     C. Teaches and coaches staff in effective process analysis and improvement techniques and in using data to assess and improve clinical performance.

4. Demonstrates leadership in supporting the implementation of electronic clinical and administrative information management systems, i.e. vendor management system.

5. Identifies implications of external factors that may impact the organization and department. Facilitates staff discussion and response to issues which effect their placement, assignments and experience at member organizations.

6. Performs other duties as assigned.

Education and Experience

1. Bachelor’s degree in a clinical field, business, health care administration, or other related field required.

2. 5 years of health care experience to include working with internal/external customer groups on issues related to staffing, scheduling and deployment of staff

3. 2 years of experience supervising or managing health care professionals (experience may be concurrent with the 5 years above)

Knowledge, Skills and Abilities

1. Demonstrated ability to manage multiple and continually changing priorities.

2. Demonstrated highly effective verbal and written communication skills.

3. Demonstrated effectiveness as a group leader and participant.

4. Demonstrated ability to collaborate cross functionally across organizational levels.

5. Demonstrated ability to think critically, develop conceptual designs, and plan and deliver successful projects.

6. Goal oriented and motivated to meet outcomes in a fast-paced environment.

7. Demonstrated ability to implement and monitor change.

8. Demonstrated proficiency in Microsoft Office, Smart Sheets, and Kronos including data abstraction and analytics

9. Highly effective skills in relationship development and customer service.

10. Maintains professional appearance and demeanor.

Patient Safety

1. Expectation of staff to reports adverse events and near misses to appropriate management authority.

2. Supports the implementation of policies, procedure, and standards among staff in the performance of assigned duties.

3. Develops effective working relationships and maintains good communication with team members.

4. Identifies possible risks in processes, procedures, devices and communicates the same to those in charge.

All your information will be kept confidential according to EEO guidelines.