The Case Management Nurse Manager is responsible for the facilitation of the delivery of consistent, high-quality patient care, operational efficiencies, compliance with CM Standards of Practice, hospital and regulatory policies and compliance, and supporting the ongoing development of the case management department. The NM is responsible for managerial oversight of the Case Management Department nurses and administrative support staff and daily operations for their area of responsibility within the department. The NM is responsible for facilitation of patient progression and efficient/cost effective use of human, fiscal, and material resources. The NM identifies, initiates and participates in hospital and unit-based quality improvement activities. She/he participates in a collaborative relationship with the interdisciplinary team, including physicians, nurse directors, nurses, support staff and other members of the health care teams as well as participates in department, MGH, and PHS groups and committees. She/he is responsible for the development and evaluation of professional and support staff on her/his services. As a nurse leader, the NM directs and evaluates staff within the Case Management Department and serves as a resource and role model for the RN Care Managers and support staff.
Drawing on a extensive clinical knowledge and a broad understanding of hospital and case management practices and policies, and displaying a high degree of initiative and independent judgement, the Nurse Manager will collaborate closely with the CM Nurse Directors and representatives from other departments to continually assess and direct solutions for a wide range of issues
As a member of the Case Management leadership team, he/she is jointly responsible for operational and fiscal efficiency and effectiveness of the department.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Relevant activities include, but are not limited to the following:
CLINICAL PRACTICE
Establishes and maintains an environment that is patient/family focused and culturally sensitive to the diverse needs of patients and staff
Supports staff in the evolution of their practice and professional growth and development
Establishes effective accountability systems to assure the patient care and case management standards are met
Assess the effectiveness of patient care through direct observation and supervision of RN Care Managers and support staff, including participation in interdisciplinary patient care rounds and family team meetings
Works closely with the Case Management Specialist to ensure the highest level of competent patient care is provided for all patients throughout the course of their hospital stay and along the continuum of care
Ensures all patient care responsibilities will be performed consistent with age specific criteria including, but not limited to, the pediatric and geriatric populations
Assists staff and CM leadership in the provision of patient care using, but not limited to, the philosophy of MGH Patient Care Services and regulatory agency standards
Facilitates safe and efficient delivery of care in collaboration with the interdisciplinary and Case Management Leadership teams
Provides daily, direct case management support to the case managers for complex patient discharge, mentors staff and provides support and coaching as indicated
LEADERSHIP
Responsible for facilitating high quality care with positive patient outcomes
Responsible for implementing policies, procedures, standards of practice necessary for the coordination and delivery of excellent patient and family focused care
Facilitates collaboration with the multidisciplinary team to plan and coordinate the delivery of care
Fosters an environment that supports excellence in practice through implementing programs developed by the Case Management leadership that contribute to positive patient outcomes. Holds staff accountable for implementing standards of care, practice and performance
Develops effective problem-solving strategies with nurse directors and staff for day to day issues as well as programmatic concerns in the areas of responsibility.
Develops systematic evaluation of the work processes in areas of responsibilities and initiates changes to processes in close collaboration with Nurse Directors, CMs and UM Case Managers staff to continuously improve.
Collaborates with unit and service-based staff and administrators, including the Nursing Directors, Chiefs of Staff, Clinical Directors of Social Service, PT/OT, ST and other ancillary health care professionals to promote the delivery of excellent interdisciplinary patient focused care; actively participates on committees and initiatives
Monitors long length of stay patients with case managers and other clinical staff to facilitate progression of care and discharges.
Demonstrates and teaches techniques that enhance skills necessary to achieve successful Case Management outcomes. These skills include proactive care planning, positive relationship building, and effective written/verbal communication, ability to effect change, planning organizing and critical thinking.
Collaborates with Case Managers in identifying and problem-solving barriers to discharge; using escalating process as indicated to resolve barriers.
Promotes and supports progression of case managers in the Clinical Recognition program
Actively supports staff participation for all MGH Collaborative Governance Committees
Encourages Case Management certification from national accredited programs.
STAFFING SCHEDULING AND PAYROLL
Collaborates with CM Nurse Director to establish, implement, and optimize scheduling and payroll practices; responsible for accuracy of payroll and follow up on inaccuracies as needed.
Monitors and adjusts daily assignments and provide oversight to the weekly payroll
Delegates responsibility and authority to appropriate staff
Promotes the development of Case Manager teams engaging unit, practice, and service-based staff in decision making process
Monitors case managers work-load and is cognizant of resource allocation.
HUMAN RESOURCES
Collaborates with Nurse Director regarding staff recruitment, screening, interviewing, hiring, competency and orientation coordination and ongoing personnel issues within area of responsibility.
Facilitates orientation and on boards new hires; identifying ongoing training needs in conjunction with CM Specialists.
Conducts annual performance evaluations and provides ongoing coaching and feedback
Collaborates with the CM specialist to develop an individualized education plan for case managers as needed.
Works with appropriate resources to develop training and cross training for direct reports.
Coordinates and monitors all daily activities of direct reports, including: prioritizing workloads, establishing and monitoring of quality and quantity of work, management of staffing resources including absences and vacations.
Manages and supervises Case Managers within designated areas
Implements corrective action and other HR policies in accordance with hospital policy
Maintains KRONOS for the department and People Soft for assigned staff
Coordinates Case Management Orientation Program for all newly hired Case Managers:
Develops, implements, monitors and evaluates orientation sessions including scheduling, competencies, preceptor assignments/training, that meet the JCAHO requirements
Assesses orientation/teaching effectiveness using evaluation tools that demonstrate understanding and applications of newly acquired knowledge
PROFESSIONAL DEVELOPMENT
Maintains and updates case management knowledge and skills based on current case management practice
Participates in annual self-performance appraisal. Identifies areas of strength as well as areas of professional/practice development
Attends conferences and workshops to enhance professional skills and knowledge
STRATEGIC PLANNING
Serves as active member of the CM Leadership team and participates in the establishment of department goals, policies, and procedures to support the mission and objectives of MGH.
OTHER
Shares coverage of Leadership beeper (7 days/week).
Performs other duties as assigned.
Qualifications
QUALIFICATIONS, SKILLS & COMPETENCIES REQUIRED
RN with current license to practice in Massachusetts required
Bachelor Degree in Nursing required; Masters Degree preferred.
Minimum of 5-7 years of directly related experience is required
Minimum of 3 years' prior management and leadership experience is required
Acute care hospital Case Management experience is preferred.
CCM - Case Management Certification is preferred
Strong interpersonal and customer service skills
Strong assessment and problem-solving skills
Strong interpersonal skills
Ability to work independently with minimal supervision
Goal oriented and accountable
Demonstrated organizational skills
Demonstrated ability to work in a complex organization
Ability to work in an interdisciplinary team-based environment
Strong oral and written communication skills
Computer experience preferred
SUPERVISORY RESPONSIBILITY
Direct: Directly supervises ~ 50 clinical and non-clinical staff
FISCAL RESPONSIBILITY
Appropriate cost-effective use of staffing and material resources
Makes decisions that support appropriate use of human, fiscal and environmental resources for patient care
WORKING CONDITIONS
Normal office conditions apply
Requires walking to and from multiple patient care units/day
Five-day work week structured to meet unit/team needs, including weekends and on-call responsibilities to support staff working the weekend and evening shifts.
High volume fast paced department providing care for inpatients and outpatients at all levels of acuity
The department operates 7 days/week and cares for approximately 1100 patients/da
Decentralized department requiring interface with multiple entities throughout the entire hospital, including service and unit-based nursing, medical, and ancillary leadership, and hospital administrative staff (e.g PFS, Admitting, Capacity).
May be required to attend meetings off sight and outside regular hours
EEO Statement
Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
