Director of One Call Center

Virginia Commonwealth University Health Systems
United States, Virginia, Richmond
Apr 17, 2025
The Nursing Director coordinates activities and organizational initiatives that enable VCU Health System to be recognized within the healthcare community for excellence in nursing and continued recognition as a Magnet Hospital by the American Nurses Credentialing Center. The Nursing Director is responsible for implementing, communicating, monitoring and evaluating professional practices, activities and strategies. Licensure, Certification, or Registration Requirements for Hire: Current RN licensure in Virginia or eligible or compact state Licensure, Certification, or Registration Requirements for continued employment: Current RN licensure in Virginia Experience REQUIRED: Minimum of ten (10) years of relevant clinical experience with five (5) years of progressive leadership or management experience Experience PREFERRED: Experience in academic medical center environment Education/training REQUIRED: Masters Degree in Nursing or a related field. from an accredited school. If Masters Degree is not in Nursing, then it is a requirement to have a Baccalaureate Degree in Nursing from an accredited school. Education/training PREFERRED: Masters Degree in Nursing from an accredited program Certification in specialty area Independent action(s) required: All day-to-day operations of the unit are handled independently. Advice and guidance are sought from the Leadership Team Director on an as needed situational basis and when there is a major impact on activity outside the unit. Actions that are taken without prior approval include daily operational functions and leadership of staff. Advice and guidance are sought for termination of employees, handling employee grievances, review of annual unit goals and budget, approval on unit guidelines and procedures and review of staff annual performance evaluations. Supervisory responsibilities (if applicable): Has full authority and accountability for actions and decisions within the scope of the position description and hospital policies and procedures. All employees of the nursing unit report to this position; however, supervisory responsibilities may be delegated as appropriate. Additional position requirements: Required frequent visibility on all shifts and weekends to enhance staff communication and monitor staff effectiveness. Age Specific groups served: N/A Physical Requirements (includes use of assistance devices as appropriate): Physical: Physical - Lifting less than 20 lbs. Other: describe - exposure to potentially hazardous and infectious substances Activities: Prolonged standing, Prolonged sitting, Frequent bending, Walking (distance), Climbing (steps, ladder, other), Reaching (overhead, extensive, repetitive), Repetitive motion Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Steady pace, Able to handle multiple priorities, Frequent and intense customer interactions, Noisy environment, Able to adapt to frequent change Job Profile Name: Director One Call Center Job Code: 7044 Job Profile Summary The Director of One Call Center provides administrative, 24/7 operational, and financial leadership for the VCU One Call Center while meeting all local, state and federal regulations and VCUHS policies and procedures. This includes the bilateral VCU transfer center, VCU inpatient psych intake, outgoing voluntary inpatient psych placement, management of bed/direct admit management, and capacity optimization procedure for the VCU enterprise health system. The Director of One Call Center will collaborate with all VCU Health and community entities coordinating essential procedures and strategy, related to inpatient patient access, capacity optimization, and patient flow, with a direct reporting relationship to the VCU Health Vice President of Care Continuum. The Manager and Assistant Manager of VCU Patient Flow Operations will report directly to the VCU Director of Patient Flow Operations overseeing support of the team members within One Call Center. This role maintains a secondary reporting relationship with the Chief Nurse Executive/ Chief Nursing Officer/ Associate Chief Nursing Officer to collaboratively maintain standards of nursing practice as well as nursing policies and procedures. The Director of Patient Flow Operations coordinates activities and organizational initiatives that enable VCU Health System to be recognized within the healthcare community for excellence in nursing and continued recognition as a Magnet Hospital by the American Nurses Credentialing Center. Job Description Essential Job Statements Relationship Development The Director of One Call Center establishes effective working relationships with other divisions, departments, and clinical areas as evidenced by: Effectively developing relationships with other managers, organizational leadership, medical staff, customers, and employees. Incorporating input from stakeholders during planning and implementation of service delivery changes. Serving as a role model to staff in dealing with conflict, providing effective communication, and exhibiting professionalism. Providing strong team leadership. Utilizing his/her ability to motivate Managers/Supervisors and respond to individual and team needs. Developing a strong team culture. Effectively communicating with Managers/Supervisors and promoting two-way communications. Proactively promoting staff satisfaction and retention and taking prompt action to address concerns or issues. Demonstrating collaboration and partnership skills with physicians, health care team members, colleagues, administrative leaders, and others. Effectively leading and facilitating meetings. Understanding hospital wide objectives and priorities; incorporating them into hospital/unit goals. Actively supporting and participating in Magnet Recognition process. Interpreting and relaying hospital policy to Managers and Supervisors. Supporting Managers/Supervisors in managing legal and ethical issues by linking them to needed resources, policies, etc. as needed. Budget The Director effectively manages department budgets demonstrating strong budgeting skills and applying accounting principles in preparing budgets as evidenced by: Achievement of budgetary goals established during budget approval process to include operational and service delivery goals. Participating in preparation of budget projections providing adequate detail to support budget projections. Monitoring operational and productivity or trends indicating action is necessary to remain within budget projections. Taking effective actions to address variances promptly; deals promptly and effectively with budget variances. Visibility The Director generates synergy and makes self-visible as evidenced by: The Director is visible and accessible to all teams by maintaining contact and visibility with evening, night, and weekend shifts; rounding on team members regularly; and attending key meetings with frequent collaborators. Corporate Compliance The Director demonstrates corporate compliance as evidenced by: Demonstrating compliance with all local, state, and federal laws and regulations, including those related to Medicaid, Medicare, and HIPAA. Monitoring similar compliance by staff. Emphasizing security measures for patient, staff and organizational to maintain confidential information. Taking prompt and appropriate actions for violations. Revenue Enhancement/Cost Reduction Initiatives The Director ensures that all expenditures are in the best interest of the organization as evidenced by: Development of revenue enhancement activities and/or cost reduction initiatives. Demonstrating creativity in managing resources. Maintaining awareness of trends in service, market share, and changing technology that would affect overall revenue. Monitoring achievement of budget and productivity targets weekly, monthly. Proactively addresses issues and completes budget variance analysis. Evaluating, implementing and maintaining cost effective practices. Performance Improvement/Benchmarking The Director develops programs to improve the effectiveness of the department and overall operation of the organization as evidenced by: Participating in performance improvement/benchmarking; in combination with staff, develops performance improvement plans for department services. Identifying appropriate benchmarking and analyzes performance against benchmarks. Developing and executing corrective action plan with effective outcomes when data indicates. Establishing balanced scorecard for departments and uses data to evaluate services. Participating in data collection and reviewing for organizational performance improvement. Participating in organizational staffing effectiveness plan as applicable for patient populations. Miscellaneous Responsibilities Performs other duties as assigned and/or participates in special projects to support the mission of VCUHS and department. Aid team members. Accepts alternate assignments as required, which may include: Participate in emergency preparedness plan, track quarterly progress or business related to each area. Develop procedural cost analysis and correlate to vendor standardization. Create and follow KPIs and use data for process improvement. Address all regulatory concerns, infection control, quality and safety, the policy manual, operational protocols, incidents and grievances. Patient Population Demonstrates the knowledge and skills necessary to provide equitable care appropriate to the age of the patients served on their assigned unit.Demonstrates knowledge and related competencies of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to their age, specific needs and to provide the equitable care needed as described in departmental policies and procedures.Neonates (0-4 weeks), Infant (1-12 months), Pediatrics (1-12 years), Adolescents (13-17 years), Adults (18-64 years), Geriatrics (65 years and older) Employment Qualifications Required Education: Master's degree or must be enrolled in a master's degree program at the time of application that must be complete within 6 months of hire. Special consideration will be given for applicants enrolled in baccalaureate to doctoral programs who will not attain a master's degree and may require longer than 36 months to complete the terminal degree. If the Master's degree is not in nursing then it is required to have a BSN from an accredited school. Preferred Education: Master's Degree in Nursing or a related field. If the master's degree is not in Nursing, then it is required to have a Baccalaureate Degree in Nursing. Certification in specialty area Licensing/ Certification* Licensure/Certification Required: Current RN licensure in Virginia; BLS certification Licensure/Certification Preferred: N/A Minimum Qualifications Years and Type of Required Experience: Minimum of ten (10) years of clinical nurse experience with at least (5) years in a lead, charge or supervisory nursing role. Other Knowledge, Skills and Abilities Required: Complete Continuing Education - 15 contact hours of continuing nursing education during the evaluation cycle Cultural Responsiveness: Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. Other Knowledge, Skills and Abilities Preferred: Experience in an academic medical center environment. Experience with similar patient population in either an acute care setting or as applicable to area of practice. Working Conditions Periods of high stress and fluctuating workloads may occur. General office environment. Long-distance or air travel as needed- not to exceed 10% travel. May be exposed to high noise levels and bright lights. May have periods of constant interruptions. Physical Requirements Physical Demands: N/A Work Position: Sitting, Walking, Standing Additional Physical Requirements/ Hazards Physical Requirements: Manual dexterity (eye/hand coordination), Hear alarms/telephone/tape recorder, Repetitive arm/hand movements Hazards: N/A Mental/Sensory -Emotional Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking Emotional: Fast pace environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Noisy Environment, Able to Adapt to Frequent Change EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.