RN Manager Operational Services

UnitedHealth Group; Worcester (MA); On-site; USD 92,000 - 164,000; Full time

Benefits offered by this job

Benefits package

Incentives & recognition programs

Stock options & 401k

Job summary

Reliant Medical Group, part of the Optum family, seeks an RN Operations Supervisor to lead clinical education and supervising RN operations staff in Worcester, MA. The role focuses on empowering teams, improving patient flow, and achieving quality and service goals.

Responsibilities include staffing planning, performance management, and collaboration with physicians to sustain high standards of care while ensuring regulatory compliance and staff growth.

Qualifications

• Bachelor's degree in nursing is required.
• Current RN license in Massachusetts is required.
• BLS certification.
• Experience coordinating and managing office practice, treatment services and data collection.
• Proven leadership, interpersonal, communication, teamwork and customer service skills.
• Proficiency with Epic and Microsoft Office.

Responsibilities

• Directs and manages RN supervisory staff, including evaluations, scheduling, and training to meet goals.
• Provide effective leadership to foster teamwork and align with organizational initiatives.
• Ensure patient experience is optimal and workflows support safe, efficient care.
• Maintain RN licensure and adhere to nursing standards and department policies.
• Plan and evaluate staffing to support patient care and adjust as needed.
• Monitor patient flow and address complaints to ensure high satisfaction.
• Participate in budgeting and clinical performance standards development.
• Mentor staff and participate in daily rounds and staff development.
• Ensure compliance with audits, safety, and infection control policies.

Skills

Leadership

Communication

Teamwork

Customer service

Problem solving

Education

Bachelor's degree in nursing

Master's degree (Preferred)

Tools

Epic

Microsoft Office

Job description

Opportunities with Reliant Medical Group, part of the Optum family of businesses. Join a community-based, multi-specialty, physician-led organization where you will work with talented peers on a common purpose: improving the quality, cost and experience of health care. Here, we focus on delivering the best patient care, rather than volume. Through innovation and superior care management, we support patients and your well-being as a team member. Join a team at the forefront of value-based care and discover the meaning behind Caring. Connecting. Growing together.

Position in this function is responsible for providing clinical operations, supervision of RN Operational Supervisors, and direct nursing reports in accordance with established policies, procedures and protocols of the healthcare organization. Creates and environment that nurtures empowerment of team members; encourages the development of self-directed work teams; pursues and continuous quality management and innovation; improve the levels of communication, teamwork, participation and acknowledgement between all staff. Ensure the highest level of patient satisfaction. Member of a triad leadership team with business operations and medicine to develop/implement clinical best practices, under regulatory, organizational policy, and Practice Safe and Health Safety standards. Promotes collaborative relationships between clinical staff, leaders, and other departments to ensure performance of a site or division.

Position Details:

• Location: Reliant Medical Group, 385 Grove St, Worcester,
• Schedule: M- F 8:30am - 5pm
• Department: Clinical Education.

Primary Responsibilities:

• Directs and manages RN operational supervisors, LPNs, and RNs. This includes performance evaluations, scheduling, managing, and training to ensure top of license work. Sets clear directives with supervisors and staff to align work to organizational and service line goals. Makes recommendations and decisions on staffing levels, employee hires transfers, promotions, salary changes, corrective action, terminations, and other similar actions. Oversees staff credentials and routine skills assessments. Resolves grievances and other personnel problems within position responsibilities. Participates in strategic planning, fiduciary responsibility, employee engagement, and achievement of metrics
• Effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives
• Ensures workflow offers an optimal patient experience and is managed in a safe and efficient manner.
  Monitors and supports key business outcomes to include growth, service excellence, staff performance, patient outcomes, and achievements of overall short- and long-term goals of the organization
• Fully comprehends direct patient care, maintains current RN licensure, utilizes best practice and current nursing processes adhering to standards of nursing practice, department-specific policies, procedures, and protocols
• Plans, implements and evaluates the clinical staffing needs on a daily basis to adequately support patient care in a given area in the site; assigning clinical staff based upon scheduled patients with appropriate pool of clinical staff, practice volume, staff qualifications and department policy. Cross-trains clinical staff for appropriate clinical coverage. Manages staffing levels and seeks efficiencies in workflows and practice
• Manages patient care activities as necessary to deploy staff, as well as evaluate staff practice
• Monitors and addresses patient complaints within position responsibility. Ensures the highest level of patient satisfaction. Works with physicians and others to address and prevent problems
• Follows up with corrective actions related to incidents noted through SSA systems. Monitors trends related to incidents
• Provides effective leadership, direction, and guidance over the clinical staff for effective teamwork and motivation, and fosters the effective integration of efforts with clinic-wide initiatives
• Assists in developing policies and programs within the department consistent with organizational policies and procedures; acts as a positive role model for staff
• Assists in management of patient flow and access. Matches patient volumes and staffing to meet expectations of patients/customers
• Evaluates daily patient flow in the site to maintain access standards and open communication with patients and care team; adjusts as appropriate to maintain organized, efficient patient flow within the care teams
• Reporting to the Clinical Director, under the leadership of the Executive Director of Nursing, collaborates and partners with colleagues in operations to provide clinical staff with information, education and tools to ensure they are supporting efficient patient flow and telephone triage in the site
• Participates in the development and recommendation of the operating and capital budgets for the areas managed. Manages activities to ensure financial goals met. Monitors expenditures for compliance to approved budget
• Participates in the development and implementation of clinical performance standards including ongoing monitoring of clinical staff competence
• Mentors clinical staff in the creation of a climate of clinical and professional expertise. Demonstrates an ability to work effectively and communicate frequently with other members of the care team and administrative teams; orchestrates and actively participates in daily rounding for his/her assigned clinical areas
• Oversees all clinical equipment and supplies. Resolves discrepancies as required
• Ensures adequate equipment and supplies for assigned area
• Oversees the triage process. Monitors telephone triage for appropriateness of treatment plan, use of therapeutic communication techniques, and other indicators of quality. Ensures adherence and resolves discrepancies as required. Assist nursing supervisors as needed
• Oversees medications and immunization. Ensure proper storage, labeling, dates are appropriate. Resolves discrepancies as required. Assist nursing supervisor as needed
• Oversees all clinical processes such as delivery of care, nurse visits, huddles, ED reports, etc. Ensures adherence and resolves discrepancies as required. Assist nursing supervisors as needed
• Oversees and ensure adherence to a variety of standard audits as such handwashing, biohazard process, logs (correct versions, retention and accurate documentation), mock codes, Gemba walks, etc. Assist nursing supervisor as needed
• Participate in a variety of special projects as required or directed
• Ensures compliance with regulatory agencies. Develops and maintains procedures necessary to meet regulatory requirement
• Ensures that assigned area comply with clinic established policies, quality assurance programs, safety, and infection control policies and procedures
• Utilizes patient care equipment appropriately and safely. Monitors and reports any needed repairs and/or maintenance of clinical equipment
• Ensures adequate equipment and supplies for assigned area
• Completes all organizational and department-specific nursing/clinical and educational competencies
• Ensures compliance to all health and safety regulations and requirements
• Regular, reliable and predictable attendance is required
• Attends a variety of meetings, conferences, and seminars as required or directed
• Performs similar or related duties as required or directed

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's degree in nursing
• Current license as an RN in the State of Massachusetts
• Basic Life Support (BLS)
• Unless certification, licensure or registration, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements
• Proven experience in coordinating and management of office practice, treatment services and data collection analysis
• Demonstrated knowledge of various software applications such as Microsoft Excel, Word, Outlook, etc.
• Demonstrated knowledge of Epic
• Proven excellent leadership, interpersonal, communication, team work, and customer service skills
• Proven solid organizational, problem solving and follow through skills. Ability to multi-task, react to changes quickly/productively, and tolerate interruptions
• Proven ability to work autonomously when necessary
• Demonstrated leadership ability

Preferred Qualifications:

• Masters Degree
• ACLS and PALS
• 5+ years of relevant experience in an ambulatory care setting
• Leadership experience

Physical Requirement:

• Physical health sufficient to meet the ergonomic standards and demands of the position

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.