Director of Operations - Adult Emergency Services (AES)

Adult Emergency Services Manager

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

To plan, direct, manage, and evaluate the administrative and clerical activities of Adult Emergency Services (AES) including Emergency Critical Care Center (EC3) at University Hospital, providing senior clinical operations administrative oversight with general authority to approve business transactions and develop administrative, financial, and operational policies and procedures in collaboration with the AES MPlan partners. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Under FLSA, this is an exempt job classification.

This role reports to the Associate Chief Operating Officer and into the Adult Hospitals Medical Triad.

The role will manage professional/administrative, office, and clerical staff in the AES. It also has direct supervision of the Emergency Medicine Consult Referral Service, Emergency Services Facilities Manager, Business Intelligence; and Clerical Services leadership team in partnership with the Children Emergency Services (CES) Administrative Director.

Plan and direct the development of budgets and management of fiscal resources for all components of the Hospital's operating budgets for AES. Establish controls to maintain spending within guidelines and manage the preparation of administrative and financial reports.

Collaborate with AES MPlan partners to develop, implement, and evaluate cost-effective capacity and patient flow initiatives related to AES operations utilizing lean management tools and processes.

Monitor and collaborate with AES MPlan partners to evaluate operations to develop and implement changes in activities that affect the cost and quality of patient care.

Develop and monitor procedures for generating and tracking facility/technical charges in collaboration with designated Revenue Cycle Team.

Coordinate the development, implementation, and optimization of Clinical Information Systems (MiChart) and associated reporting functions in collaboration with AES MPlan partners, internal stakeholders (Emergency Department, Service Chief, etc.) Associate CMIO, and Health Information Technology Services (HITS). Serve as data steward to the Emergency Department.

In partnership with the AES MPlan leaders and hospital leaders, resolve operational concerns utilizing an interest-based problem-solving approach.

Consult with and advise the associate chief operating officer on operational issues related to Adult Emergency Services on behalf of the AES triad.

Collaborate with AES MPlan leaders to review and advocate for the appropriate allocation of personnel and material resources including the determination of staffing requirements in clinical, administrative and support areas to ensure effective allocation and utilization of human, material and capital resources.

Recruit, hire, counsel, and provide professional development for administrative and clerical staff. Develop a climate of engagement for staff that is motivating, nurturing and developmental, helping them determine appropriate priorities.

Review performance of direct reports, recognizing excellence, communicating needed improvement; manage a team of managers. Provide leadership to the AES administrative/clerical staff, including mentorship and professional development encouraging equity, inclusion, and diversity.

In partnership with AES MPlan leaders, foster a climate of service excellence in which faculty and staff are engaged in creating the ideal patient, staff/faculty, student and customer experiences. Engage patients and families in their health care; students in their learning; and staff/faculty in their performance and development.

Initiate, develop, and monitor capital equipment acquisitions and allocations, facilities renovations, space allocations and the development of capital fund requests.

Partner with AES MPlan partners and key stakeholders to develop, implement and direct AES' strategic goals, including planning and policy development, business plans, and space planning.

Partner with Division of Public Safety and Security to assess and ensure an environment of care that supports patient and staff safety across all AES and treatment areas. Engage frontline ED and Security staff and leadership in the ongoing evaluation of policy and procedures, event review and incident debrief including action plans to address findings. Serve as administrative lead for ED/DPSS Safety Committee.

Represent Michigan Medicine administration to members of the community in the promotion of public relations for Michigan Medicine and AES.

Represent Michigan Medicine on committees and other activities ensuring collaboration and liaison with appropriate Hospital wide groups.

Participate in program planning and policy development for Michigan Medicine.

Communicate Michigan Medicine and AES policies, objectives, and operating principles to administrative staff, and as required to external agencies and groups.

Partner with AES MPlan partners to ensure department compliance with accreditation, regulatory and licensing standards.

Communicate key performance indicators and information to leadership and key constituents.

Model Michigan Medicine institutional values. Build collaborative relationships and promote a culture of teamwork, service, and excellence.

Serve as either Admin-on-Call (AOC) or Incident Commander on Call (ICOC) for Michigan Medicine Incident Management System. Provide Health System wide administrative on-call at regular intervals during the year. Provide leadership for specific IMS initiatives (Mass Casualty Planning, HAZMAT). Serve as administrative lead for Adult Emergency Services/EC3 Preparedness planning.

Serve as member of HEMS Board of Trustees, responsible for oversight and support for EMS services across SE Michigan.

Collaborate with AES MPlan partners and work in close collaboration with the Chief Department Administrator, colleagues of the Emergency Department and Children Emergency Services (CES).

Master's degree in hospital administration, public health, or business administration; or an equivalent combination of related education and experience.

5 or more years of progressively responsible experience in a health services delivery system and/or practice management.

Previous supervisory experience

Proficiency in basic computer systems and skills (Office 360, etc.)

Demonstrated leadership and change management experience.

Demonstrated ability to problem solve, address staffing needs, and meet operational needs.

Ability to create accountability within the department and bridging intradepartmental and institutional priorities.

Working knowledge of Lean Management tools.

Excellent verbal and written communication skills.

Ability to foster and maintain positive and productive working relationships throughout the organization.

Considerable knowledge of the legal, regulatory and accreditation standards in a health care environment.

Demonstrated financial experience or knowledge.

Ability to interpret data for problem review, assessment, and resolution.

Demonstrated ability to collaborate at all levels within the organization to achieve departmental and institutional goals.

Emergency services management experience is preferred.

Patient care/clinical experience

Project management experience.

Proficiency and understanding of Epic.

Experience in the application of High Reliability Organization tools and principles.