MANAGER-1ST IMPRESSION/CLINIC

MANAGER, 1ST IMPRESSIONS & ORTHOPEDIC AND HAND CLINIC PRACTICE MANAGER

MIAMI VALLEY HOSPITAL 

DAY SHIFT / 8A-5P

80 HOURS PER PAY PERIOD

The Manager, First Impressions is responsible for the overall functioning of the hospital’s Information Desk and Telephone Office staff, to include Information Desk Representatives and Telephone Operators. The Manager guides these teams to provide excellent customer service by focusing on pro-active service recovery skills and service excellence best practices. This role is accountable for training, scheduling, and evaluating First Impressions employees to ensure adequate coverage for 24/7 operations and delivery of the hospital’s patient experience and behavior standards in every interaction. In addition to responsibilities for First Impressions functions, the Manager will work collaboratively with other hospital departments to achieve seamless delivery of service. The incumbent is expected to demonstrate effective problem-solving, excellent written and verbal communication skills, responsiveness, and the ability to relate to diverse groups of people, both internally and externally.

Also responsible for oversight for two resident clinics: Hand and Ortho Clinic and Neuro Clinic. Will have a direct reporting relationship with clinic staff and sometimes work in conjunction with the physicians, is responsible for the daily operation of the clinic.  The Manager ensures the delivery of efficient and effective care through effective human resources management and the implementation of administrative systems and policies and promotes the organization's mission and vision. The manager provides operational oversight for the two resident clinics, focusing on removing barriers for staff and supporting compliance with regulatory standards.

Education

Minimum Level of Education Required: Bachelor's degree

Additional requirements:

Type of degree: Business Administration, Communication, or related field

Area of study or major: Communications, Human Resources, Public Relations, or related field.

Preferred educational qualifications: None

Position specific testing requirement: Microsoft Office

Licensure/Certification/Registration

Experience

Minimum Level of Experience Required: 3 - 5 years of job related experience, to include 1 – 2 years of supervisory experience.

Prior job title or occupational experience: Customer Service, Public Relations, or similar.

Prior specific functional responsibilities: Familiarity with telephone systems and extensive experience in customer service.

Preferred experience: Prior experience in a healthcare environment preferred.

Knowledge/Skills

Significant experience and demonstrated success in a customer-oriented environment.

Demonstrated leadership abilities with proven track record of establishing and maintaining strong professional relationships characterized by mutual respect and cooperation with internal and external customers.

Excellent written and communication skills to communicate effectively with a diverse group of internal and external parties.

Professional experience in action-oriented environment where problem-solving and interpersonal interaction is critical.

Ability to ensure fairness and concern for persons of all socio-economic levels, races, religions, cultures, and sexual orientations.

Excellent conflict resolution skills, as well as the proven ability to perform under stressful and emergency situations.

Computer skills, including comfort with Microsoft Office and other commonly used applications, required.

Experience with managing and maintaining budgets (FTEs, expenses, etc.).

Ability to function independently.