* JOB SUMMARY * Direct, supervise and evaluate work activities of professional, technical, and clerical personnel. * Establish objectives and evaluative or operational criteria for assigned units. * Direct or conduct recruitment, hiring and training of personnel. * Develop and implement organizational policies and procedures for assigned units. * Conduct and administer fiscal operations, including accounting, planning budgets, authorizing expenditures, and coordinating financial reporting. * Establish work schedules and assignments for staff, according to workload, space and equipment availability. * Monitor the use of therapy services, inpatient beds, facilities, and staff to ensure effective use of resources and assess the need for additional staff, equipment, and services. * Maintain awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and financing options. * Manage change in integrated health care delivery systems, such as work restructuring, technological innovations, and shifts in the focus of care. * Prepare activity reports to inform supervisor of the status and implementation plans of programs, services, and quality initiatives. * Inspect facilities and recommend building or equipment modifications to ensure emergency readiness and compliance to access, safety, and sanitation regulations. * Review and analyze facility activities and data to aid planning and cash and risk management and to improve service utilization. * Develop or expand and implement medical programs or health services that promote research, rehabilitation, and community health. * Support the development of instructional materials and provision of in-service and community-based educational programs. * Performs patient care as needed/able. * Performs Patient Service Representative functions as needed to support seamless clinic operations and excellent customer service. * ESSENTIAL FUNCTIONS * PATIENT / CUSTOMER * Employees Satisfaction: * Regularly meets with employees to improve communication and to build productive relationships. * Continuously communicates to staff the importance of patient satisfaction, quality of care, and sound financial performance; and champions our successes and priorities for improving performance in meeting and exceeding patient and customer expectations. * Analyze employee satisfaction data& identify opportunities for improvement. * Collaborate with staff to develop action plans. * Implement and follow through with action plans. * Manage & eliminate process workarounds. * Focus energy on collaboration and not blame. * Establish/update processes and work practices for the unit/department: * Manage and eliminate process workarounds by appropriately and consistently sharing with organizational partners the issues, which require their attention. * Analyze employee satisfaction data on a quarterly basis and identify opportunities for improvement. * Share data with staff and mutually identify opportunities for improvement within the department's span of influence. * Collaborate with the staff to develop action plans for improvement. * Implement and follow through with action plan. * Internal Partnerships: * Works with GSPP leadership in developing programs, services and initiatives to anticipate future customer needs, build customer loyalty and generate profitable growth. * Sets standards and drives operational integration of programs by ensuring alignment of communication to Leadership. * Manage team and individual performance in alignment with the GSPP vision of service excellence: * Drive patient/client loyalty and physician referral by ensuring staff under your supervision understand the GSPP commitment to service, their own work processes, and have the necessary skills to meet service expectations. * Focus energies on collaborating in problem resolution rather than finding blame. * Manage patient/client complaints and provide timely follow up to ensure satisfaction. * Ensure that staff understand and demonstrate service recovery commitment. * HIGH RELIABILITY PATIENT CARE * Establish/update processes and work practices for the area of responsibility. * Build work practices and team processes based on the Institute of Medicine's (IOM) Six Aims for Improvement: * Safe:avoid injuries to patients from the care that is intended to help them. * Effective:provide services based on scientific knowledge. * Patient-Centered:provide care that is responsible to individual patient preferences, needs and values and assuring that patient values guide all clinical decisions. * Timely:reduce waits and sometimes harmful delays for both those who receive care and those who give care. * Efficient:avoid waste, including waste of equipment, supplies, ideas, and energy. * Equitable:provide care that does not vary in quality because of personal characteristics such as gender, ethnicity, geographic location or socio-economic status. * In conjunction with all stakeholders involved in the patient care processes, institute operational changes based on data (e.g. PORTs, customized area operations data). * Communicate, reinforce, and update as necessary environment of care procedures, (e.g. safety, security, hazardous materials, emergency, medical equipment, and utility management.) * Continuously improve area operations to maintain and exceed internal/external regulatory compliance and achieve clinical excellence. * Participates in and supports patient safety goals and initiatives * Manage team and individual performance in alignment within the Institute of Medicine's (IOM) Six Aims for Improvement. * Communicate roles, accountabilities and performance measures to all staff. * Identify unit quality metrics, review and track monthly; communicate to the staff, and develop/implement action plans to improve performance. * Train staff in PORTs and encourage and use as intended to capture patient safety trends. * Regulatory Compliance: (In partnership with Leadership Team) * Ensures compliance with all federal, state and local regulatory standards and requirements, including JCAHO, Department of Health, funding agencies, FDA, HIPAA, HCFA, DPW and others. * Ensures optimal condition of all equipment. * Ensures order, safety, efficiency and cleanliness of clinical and office area. * Participates in development of policies and procedures. * OPERATIONS * Change Management * Proactively develops and implements change management strategy for major organizational activities and events * Identifies and facilitates agreement of major messages which are consistent regardless of audience, credible and reflects GSPP' core values * Communication plans are effectively implemented * Ensure appropriate follow-up of major issues * Manage routine and crisis communications throughout the entity/community as they arise * Demonstrates recognition of the systemic impact of employee communication and/or policy changes and solicits proactive feedback prior to implementation. * Evaluates effectiveness of change and implementation plans. * Financial Management * Develop budget for individual AU/Dept based on assumptions and decisions made by GSPP Leaders. * Budget management for AU/Dept. * Seeks opportunities to reduce supply costs. * Review Financial Reports monthly or monthly financial tool to ensure all activity within an AU is expensed in the month. * Provide Accounting or appropriate Finance designee with accruals. * Preview monthly expense reports to detect errors/discrepancies and resolve issues. * Provide budget variance explanations to Finance and GSPP management monthly. * Analyze and manage data as tool to manage expenses. * Ability to balance financial and staffing models to achieve budget targets and organization objectives. * Successfully negotiates resourcing needs across boundaries with partners as appropriate. * MANAGER OF CHOICE * Workforce Planning: * Talent management plan in place for current and future staff * Succession plan in place for critical positions * Attract/Recruit: * Recruitment of competent staff to meet operational needs ("scope of service" "products & services") and who demonstrate the ability to be service orientated and align with the core values * On-Boarding- proper orientation of staff to their roles, accountabilities and performance measures within probationary period * Development: * Development of staff - Encourages continuous growth and helps staff to realize full potential by identifying stretch objectives and creating learning plans * Effective and timely performance management such that: * Clearly defines work expectations * Recognizes and rewards individuals for a job well done. * Addresses performance issues immediately and directly. * Conducts performance appraisals annually * Retention: * Employee retention strategy in place * Positive employee relations * Effective employee communications * Employee total compensation is market based and competitive * Employee recognition * Compliance: * Ensures that consistent, effective processes are utilized for establishing and monitoring the credentials of staff. * Ensure continuous survey readiness * Ensure department human resource management practices comply with labor law, state & federal requirements * Employee safety * QUALIFICATIONS * To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Education * Bachelor's Degree in Physical Therapy, Occupational Therapy, or Speech Language Pathology required * Master's Degree or planned enrollment required * Work Experience * 5 years of clinical experience required * 1-2 years of prior supervisory experience preferred * Licenses / Certifications * Clinical license in appropriate discipline required