Customer Success Operations Manager Jobs in Covington, LA

Your job is more than a job.

Why a Great Place to Work

At LCMC Health we help you to lean into your calling by leaning in with you, ensuring you have the resources to do your job as only you can.

And that begins with receiving the support you need to thrive and grow, which looks different for each person. Living out our commitment to inclusion requires providing benefits that are as diverse and unique as our workforce. It's a responsibility we take seriously.

Because we don't just serve the New Orleans community-we're at the beating heart of it. Whether by offering community health services or making medical innovations more accessible, LCMC Health is bringing a culture of wellness to the communities that matter to you.

When you know you're making an authentic impact, you give a little extra to every day-as a person, with your team, in your community-and that's one of the reasons why you'll be a perfect fit at LCMC Health, where giving a little something extra is at the heart of everything we do.

• The RN Operations Manager assists in coordinating all aspects of patient care including quality management, customer service and financial outcomes. This includes planning, development, coordinating, budgeting/financial management, monitoring and evaluating the operations of those respective areas. The RN Operations Manager supports the mission, vision and values of LCMC Health's works in collaboration with management and physicians in the planning, development and dissemination of programs, policies and procedures and people systems to achieve established goals. The RN Operations Manager is also responsible for performance improvement, patient satisfaction and business planning and development and the coordination and delivery of resources necessary for those respective areas to be conducted in a manner responsive to the needs of Medical staff and patients.

• Job Description

  Job Description

  
  This job description is intended to describe the general nature and level of work performed by employees assigned to this department. This is not an exhaustive list of all duties and responsibilities, and LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.
  GENERAL DUTIES

  • Customer Service:
    - Continuously displays a positive attitude that contributes to improving patient satisfaction results.
    - Applies customer service skills consistent with LCMC's Customer Service programs.
    - Utilizes the service recovery process to address customers' concerns or complaints.
    - Treats all customers with dignity, respect, courtesy and compassion.
    - Recognizes customer needs and begins to solve problems as soon as they are apparent.
    - Interacts with patients, families, visitors, and fellow employees to ensure a professional and courteous environment.
    - Displays behaviors which focus on the customer by doing what is appropriate the first time.

  • Financial Stability:
    - Advises supervisor of current or anticipated problems.
    - Effectively uses time and resources to accomplish their duties.
    - Self-starter who willingly puts forth effort and time and performs tasks with minimal supervision.
    - Resolves conflicting matters and schedules with peers and other staff.
    - Willingly accepts assignments and completes in a timely fashion.
    - Appropriately uses time and attendance system, and adheres to related policies and procedures.
    - Be aware of possible compliance issues, specifically concerning fraud and abuse. Report these immediately.

  • Patient Throughput:
    - Keeps patients informed and gives periodic updates as appropriate.
    - Within the scope of position, positively contributes to organizational goal of patient throughput.

  • Performance Improvement:
    - Actively promotes and support LCMC's performance improvement initiatives (i.e., participates in ongoing education, cultural change initiatives, etc.)
    - Is receptive to differing ideas and embraces change.
    - Verbal and written communications are clear, concise and accurate; uses positive non-verbal communication effectively.
    - Demonstrates and actively promotes compliance with all state and federal regulatory and accrediting agencies (i.e., patient safety, infection control, HIPAA, etc.)
    - Adheres to the Medical Center's policies and procedures, as well as the Code of Conduct and all laws and regulations. Perform your duties in an ethical manner.
    - Ability to work on or with teams to cooperatively reach goals.
    - Appropriately documents in accordance with departmental and organizational policies.
    - Able to apply job knowledge to improve work processes.

  • Management:
    - Responsible for providing leadership and successfully overseeing and supporting the staff in the respective areas.
    - Coach, mentor and maintain an effective team by ensuring quality and timeliness of all activities while meeting patient needs
    - Accepts responsibility for a professional and collegial relationship with medical staff and other departments.
    - Represent the collective interests of the respective areas to provide a global perspective, unified strategy and consistency in communication.
    - Allocate adequate resources, information systems and data management processes for measuring, assessing and improving service line performance
    - Collaborates with physician leadership, hospital managers and other service line leaders to develop and implement growth strategies
    - Acts as an enthusiastic advocate for the cardiac rehab program to the patients, physicians,
    - and employees
    - Assists Director with integration of policies, procedures and practices including excellent staff competency development and appropriate staffing and productivity to ensure a consistent level of care
    - Assists the Director in ensuring the compliance of Joint Commission guidelines, applicable Accreditations, and National Patient Safety Goals.

  • Problem Solving/Decision Making:
    - Collaborate with the respective areas to develop and implement plans for the operation of each individual area, including developing an infrastructure of systems, processes, and personnel designed to accommodate the growth objectives of the procedural departments
    - Utilizes critical thinking and the Nursing Process Model to identify problems, make decisions and develop solutions: systematically collects, organizes, and analyzes data specific to a problem objective need or issue
    - Assists and recommends protocols and guidelines for best practice treatment of patients across the continuum of care.
    - Performs such other duties as reasonably requested by or otherwise necessary to properly assist the operations of the procedure/outpatient and acts as a resource internally and in the community regarding educating others about related topics
    - Collaborates with others as needed in decision making process; develops and implements plan(s) for alternative and corrective action, evaluates plan and follows up on decisions made in a timely.

  • Quality of Work:
    - Demonstrates awareness of and identifies quality of care/performance improvement issues or problems for the unit/department. Collaborates with involved disciplines in developing a plan/process or SOC to correct Performance Improvement Issues
    - Allocates adequate resources, information systems an data management process for measuring, assessing and improving the hospitals performance and for improving patient safety relative to JCHO's National Patient Safety Goals.

  • Management/Leadership:
    Encourage high level of staff productivity and profitability by maintain a working environment that empowers team member to achieve their professional goals and vision of the institution.
    - Supervises and participates in patient care activities which includes but not limited to assuming responsibilities direct patient care provider as needed.
    - Facilitates monthly team meetings and other unit established process to communicate information to the staff. Topics to include in meetings: PI data/projects, patient safety issues, infection control, JCAHO standards/compliance, updates, and other team issues.
    - Sets and evaluates measurable objectives for improving hospital performance and improving patient safety.

  
  EXPERIENCE QUALIFICATIONS

  • 5 years Healthcare experience

  • 3 plus years Leadership/management experience

  
  LICENSES AND CERTIFICATIONS

  • Registered Nursing License valid to practice nursing in the State of Louisiana.

  • American Heart Association BLS-HCP

  • ACLS

  SKILLS AND ABILITIES

  • Proven ability to make decisions, solves problems, manage projects and set and maintain goals within a health
    care service line.

  
  REPORTING RELATIONSHIPS

  • Does this position formally supervise employees? No

  
  FUNCTIONAL DEMANDS

  • Light: Light physical requirements- Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.

  
  PHYSICAL DEMANDS

  • Sitting - Frequent (36-66% of day)

  • Standing - Occasional (0-35% of day)

  • Walking - Occasional (0-35% of day)

  • Climbing (e.g., stairs or ladders) - Occasional (0-35% of day)

  • Lifting Floor to waist level: 0-10lbs - Occasional (0-35% of day)

  • Lifting Floor to waist level: 10-20lbs - Occasional (0-35% of day)

  • Lifting Waist level and above: 0-10lbs - Occasional (0-35% of day)

  • Lifting Waist level and above: 10-20lbs - Occasional (0-35% of day)

  • Lifting Waist level and above: 100+lbs - Occasional (0-35% of day)

  • Twisting - Occasional (0-35% of day)

  • Reaching forward - Frequent (36-66% of day)

  • Wrist position deviation - Occasional (0-35% of day)

  • Keyboard use/repetitive motion - Continuous (67-100% of day)

  • Talk or hear - Continuous (67-100% of day)

  
  SENSORY REQUIREMENTS

  • Near Vision - Accurate 20/40

  • Far Vision - Accurate 20/40

  • Depth Perception - Accurate

  • Hearing - Accurate

  
  OCCUPATIONAL EXPOSURE RISK POTENTIAL

  • Bloodborne pathogens - Not Anticipated

  • Chemical - Not Anticipated

  • Airborne communicable diseases - Not Anticipated

  • Extreme temperatures - Not Anticipated

  • Radiation - Not Anticipated

  • Uneven surfaces or elevations - Not Anticipated

  • Extreme noise levels - Not Anticipated

  • Dust/particular matter - Not Anticipated

  • Other (List) - Not Anticipated

  
  POPULATION SERVED

  • Neonate/Infant up to 1 year: No

  • Youth (1yr to 15 yrs): No

  • Adult (16 and up): No

The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.

WORK SHIFT:

LCMC Health is a community.

Our people make health happen. While our NOLA roots run deep, our branches are the vessels that carry our mission of bringing the best possible care to every person and parish in Louisiana and beyond and put a little more heart and soul into healthcare along the way. Celebrating authenticity, originality, equity, inclusion and a little "come on in" attitude is the foundation of LCMC Health's culture of everyday extraordinary

Children's Hospital, at the heart of LCMC Health's incredible community of care, has been the go-to hospital for expert children's health, wellness, and one-of-a-kind care in Louisiana and the Gulf Coast. Learn more about Children's Hospital's 40+ specialties and our national ranking by U.S. News & World Report as a Best Children's Hospital

Your extras

• Deliver healthcare with heart.
• Give people a reason to smile.
• Put a little love in your work.
• Be honest and real, but with compassion.
• Bring some lagniappe into everything you do.
• Forget one-size-fits-all, think one-of-a-kind care.
• See opportunities, not problems - it's all about perspective.
• Cheerlead ideas, differences, and each other.
• Love what makes you, you - because we do

You are welcome here.

LCMC Health is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.

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