Member Services Representative, Sr. jobs in Portsmouth, NH

Wentworth-Douglass Hospital, a subsidiary of Massachusetts General Hospital, is renowned as one of the largest acute care hospitals in the Seacoast region of New Hampshire and Southern Maine. The Seacoast Cancer Center at Wentworth-Douglass Hospital provides the most comprehensive program of medical and radiation oncology in the Seacoast of NH and Southern Maine. Our services include diagnostic testing, chemotherapy services, radiotherapy services, clinical trials and a full complement of support services designed to meet the specials needs of our patients and families.

The Sr. Director of Cancer Services is responsible for leading all cancer center services provided at our patient-centered facilities in Portsmouth and Dover NH. The Sr. Director, in collaboration with the cancer services leadership team, coordinates all aspects of program development, strategic initiatives and budgets. The Sr. Director assures compliance with Joint Commission and other regulatory bodies. The Sr. Director of Cancer Services reports to the President and Chief Operating Officer and works closely with other leaders of clinical departments within the hospital on quality and safety initiatives, operational efficiencies, and clinical program development. The Sr. Director of Cancer Services is responsible for translating the Hospital's Mission, Vision and Values into meaningful action and creating a high-quality product and patient experience balanced with a cost appropriate and timely framework.

1. Operational Functions

1. In collaboration with physicians and the Chief Nursing Officer, oversees clinical and administrative functions of all cancer services.

1. Oversee and provide leadership for the operational, financial, and strategic functions of the cancer services, fostering personal, multidisciplinary care.

1. Collaborate with key stakeholders and leadership to ensure the awareness and promote the integration of the product line across departments, system, and within the community and region.

1. Monitor and develop as necessary the organizational structure to ensure the profitability of all cancer services.

1. Responsible for the daily operations and personnel as well as the financial and business planning, business and new program development, marketing and communications, and physician relations for all areas.

1. Facilitate top line growth through relationship development and clinical services implementation.

1. Develop appropriate structures and processes, aligned with product line's strategic plan, to ensure that operational, financial, and strategic goals are achieved.

1. Formulate operational, business, and tactical plans for programmatic growth and service delivery.

1. Utilize internal and external data sources to evaluate the efficiency of continuing, growing, and adding services; prepare and present necessary financial, statistical, and operational data for new programs, services, and processes.

1. Collaborate effectively with physicians and nursing to oversee the development and implementation of clinical quality improvement efforts across all patient care settings.

2. Actively involved in outside community activities which further advance the mission of the Hospital.

1. Actively participate in community events and activities that further advance the mission of the Hospital and cancer service.

1. Maintain awareness of market and regional data including incidence, morbidity, and mortality that reflects community needs for the cancer center.

1. Maintain active membership and participate in relevant professional organizations related to cancer services.

• Establish Common Vision and Goals: Strengthen staff understanding of organizational values and create an environment focused on achieving a common vision and goals.

1. Identify and articulate a compelling vision for the unit/department and how that vision aligns with the organizational vision and shared values.

1. Anticipate the impact of decisions on cross functional areas and engage with colleagues in the decision-making process to achieve organizational goals.

1. Set leaders' and team goals to align with organizational goals.

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  Communicate Effectively: Effectively send and receive information to reach mutual understanding and meaning.

1. Keep staff informed by clearly conveying information and ideas using understandable terms; explain rationale for decisions that impact them and the organization as a whole; cascade information from executive level to frontline.

1. Demonstrate openness to and actively solicit new and creative ideas that will support organizational goals and future success.

1. Actively listen, use appropriate body language, have empathy, and reflect what the other person is saying to ensure full understanding of content, context, and meaning of messages.

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  Act with Integrity: Adhere to moral and ethical principles; be honest; and act with consistency of values, principles, expectations, and outcomes.

1. Follow through on commitments; do what we say we'll do even under difficult circumstances.

1. Foster a climate of transparency, trust, and respect; be willing to speak up to the right person or group at the right time in support of organizational values and mission.

1. Be resilient, demonstrated by optimism, clarity and flexibility even under stressful conditions; persevere through and bounce back from adversity; guide others through uncertain and challenging times.

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  Engage, Motivate & Develop People: Engage, recognize, reward, and motivate people to achieve excellence in their work. Develop the skills and potential of everyone to be able to meet the organization's future needs.

1. Identify high potential individuals/possible successors and support their leadership development; establish goals, create plans, provide coaching, and resources to ensure a learning environment that fosters growth.

1. Establish formal and informal mechanisms and forums for staff to share their ideas, actively solicit diverse opinions from others as a means for taking part in decision making and planning.

1. Regularly thank people for their contributions, give positive feedback, and recognize, celebrate, and reward superior work.

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  Build Strong Teams: Create a positive team environment and promote effective teamwork within units and cross functionally. Hold people accountable for reaching agreed-upon outcomes.

1. Create a team environment by providing role clarity, removing barriers and resistance, encouraging risk taking, playing to team members' strengths; and focusing on team results over individual results.

1. Foster a culture of inclusion, openness, and trust that values cultural and generational differences and encourages collaboration; achieve genuine buy-in around important decisions, even when various members of the team initially disagree.

1. Identify, select, and leverage team members based on diversity of style and experience and effective team skills.

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  Build and Manage Relationships: Build and maintain strong relationships based on trust and respect.

1. Build collaborative relationships within and across teams, and departments; get things done by finding common ground without creating unnecessary adversarial relationships.

1. Develop and maintain strategic relationships with affiliates, business partners, suppliers, payers, and the community.

1. Maintain high visibility with direct reports, regularly conducting formal leadership walk rounds.

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  Service Excellence: Consistently meet and manage patient, family, internal and external customer expectations and uphold the highest service standards.

1. Set and uphold high service standards to all customers and stakeholders, enrich the patient experience; establish appropriate service level agreements with key internal customers.

1. Be dedicated to meeting and actively responding to needs and expectations from internal and external customers.

1. Collect and analyze feedback data and use it to create action plans for improvements in services, experience, and products.

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  Foster Continuous Improvement: Foster the organization's ability to continuously improve, innovate, lead change, and achieve positive future outcomes.

1. Identify, lead, and champion evidenced-based departmental continuous improvement and quality initiatives aligned with organizational priorities.

1. Achieve quality and safety metrics; utilize data to achieve organizational goals.

1. Lead and facilitate department and service area through transition and change by aligning, preparing, communicating, and guiding implementation of change initiatives.

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  Business Acumen: Execute the strategic initiatives and business operations necessary to achieve cost, quality, and service outcomes.

1. Accurately analyze department needs and performance gaps, manage resources well, and increase efficiency.

1. Create department business plans; make effective decisions; delegate authority and accountability appropriately.

1. Meet financial targets and utilize data to manage operations and achieve organizational goals.

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  Compliance: Adheres to all organizational policies, procedures, regulatory and statutory rules, acting promptly on all potential discrepancies. Takes effective corrective action and /or informs appropriate individuals that a compliance breach has occurred.

1. HIPAA: Protects the privacy of patient data written, electronically and verbally.

1. Code of Organizational Ethics/Compliance: Understands and adheres to Duty to Comply, duty to Act in an Ethical Manner, Duty to Participate in Education & Training, Duty to Participate in Auditing and Monitoring, Duty to Participate in an Investigation and Obligation to Report.

1. Non-Harassment: Maintains safe and secure work environment by refraining from physical violence, threats, intimidation and other types of harassment, verbal and non-verbal.

1. Environment of Care/ Infection Control: Performs duties related to providing a safe environment and prevention and control of infection.

1. Organizational Policies and Procedures: Is knowledgeable of, understands and adheres to all applicable departmental and organizational policies & procedures.

1. Safety: Understands safety risk in area and develops plan to ensure employee and patient safety.

• Experience Minimum Required

• At least five (5) years' experience in healthcare administration including nursing, operations, and business.

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  Education Minimum Required

• Bachelor's degree in nursing

• Master's degree or higher in a clinical, healthcare administration or related field.

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  Training Minimum Required

• Progressive leadership training and skills.

• Training Preferred/Desired

• Clinical background

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  Special Skills Minimum Required

• Positive team approach based on strong ethical values.

• Highly motivated and independent with exceptional written and verbal communication skills.

• Compassionate, well respected with excellent collegial relationship.

• Committed to continued learning and personal development.

• Special Skills Preferred/Desired

• Knowledge of cancer service line with a focus on multidisciplinary care and exceptional outcomes.

• Membership in related local, state and national organizations.

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  Licensure and/or Certifications Required

• RN