Under general administrative direction, the Manager, Patient Care Services (PCS) is accountable for the delivery of patient care services which support the strategic plan of the organization and achieves clinical, financial and service quality objectives, in one or more clinical units or care delivery sites. This role is accountable for the quality of clinical services delivered for the competency and performance of nursing staff and for designing and maintaining systems to support multidisciplinary team functioning and continuity of services with a product line. The Manager, PCS also serves as a key participant in organizational project teams and work groups. Ensures hourly caring rounds are regularly conducted.

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

1. Develops, manages and evaluates the system of care delivery and clinical services on one or more patient care units which meets clinical, financial and service quality objectives.

• In collaboration with medical staff leadership, assesses requirements for care delivery systems to meet changing patient population requirements. Plans strategies and services to meet clinical program objectives. Communicates long and short term plans and objectives to staff.
• Ensures excellence of clinical practice and patient care services, including meeting or exceeding customer requirements, improving clinical outcomes and achieving productivity and expense reduction goals. Assures that programs, services and staff performance meet regulatory requirements and professional standards.
• Directs unit based professional practice partnership(s) which are designed around the requirements of customers (patient, physicians and payors) and which involve staff in decision making and unit operations.
• Develops effective administrative, coordination and communication systems. Ensures effectiveness of unit operations.
• Uses a variety of data and information resources to assess evolving program requirements and evaluate program performance. Collaborates with multidisciplinary team members to assess, redesign and continually improve effectiveness and productivity of clinical programs. 

2. Assumes a leadership role in managing the quality of services provided at the unit level and within the organization at large.

• 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 staff performance which meets customer requirements.
• Implements systems to manage and improve the performance of unit level processes and to improve the performance, consistency and coordination of cross functional processes.
• Teaches and coaches staff in effective process analysis and improvement techniques and in using data to assess and improve unit performance.

3. Manages human and fiscal resources to meet financial goals and achieve identified outcomes.

• Effectively participates in the development, communication, monitoring and management of unit salary, non-salary and capital budgets.
• Effectively incorporates patient care requirements, physician practice patterns and payor requirements into a cost effective unit based care delivery system.
• Assures maximal effectiveness and efficiency of staffing plan for unit, including skill mix and scheduling. Develops staffing systems which respond effectively and quickly to changes in patient volume, acuity or service demands.

4. Develops and implements clinical utilization strategies which support clinical pathways, discharge planning and case management.

• Develops and implements effective human resource management strategies.
• Directs systems for recruitment, selection, orientation, competency validation, professional development and staff recognition.
• Creates effective performance management systems which provide clear expectations to staff in all roles, support staff participation in peer feedback and effectively address individual and group performance outcomes.
• Creates an atmosphere which fosters team work and open communication among staff. Models effective behaviors as a facilitator, coach and group leader.
• Creates a unit based climate which values and supports diversity and demonstrates career development and promotion of minority staff.

5. Effectively uses, interprets, applies and communicates data and information from multiple sources which effect unit based programs. These data sources include financial reports, clinical and service quality data, human resource data and information from the external market. Effectively interprets changes in key indicators for staff and directs staff in applying information to changes at the unit level.

6. Demonstrates leadership in supporting the implementation of automated clinical and administrative information management systems. Facilitates staff and physician efforts to incorporate information technology into practice. Directs the implementation of unit level process changes to facilitate implementation and realize the value of automated systems.

7. Interprets organizational goals and objectives to staff. Translates organizational mission, values and priorities into goals and objectives at the unit level. Identifies implications of external environment for the organization and unit. Facilitates staff discussion and response to issues which effect nursing practice and care delivery.

8. Supports innovation in clinical practice and care delivery systems by staying current with innovations and literature in healthcare and care delivery. Disseminates and incorporates research findings into practice. Supports data-based ideas and innovations generated by staff and multidisciplinary research projects at the unit level.

9. Interprets organizational goals and objectives to staff. Translates organizational mission, values and priorities into goals and objectives at the unit level. Identifies implications of external environment for the organization and unit. Facilitates staff discussion and response to issues which effect nursing practice and care delivery.

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet®-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care. Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won’t find a more vibrant place to work! 

1. BSN required. Master’s degree with management coursework preferred. Incumbents are expected to matriculate in an accredited graduate program within one year of their employment and have five years to complete the degree.
2. Licensure as a Registered Nurse in the State of Maryland, or eligibility for licensure due to Compact state agreements outlined through the MD Board of Nursing, is required.
3. Three years of clinical experience required.

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