If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
The Integrated Operations Center Supervisor is responsible for optimizing functional capacity by ensuring smooth patient flow. The incumbent is held accountable for the effectiveness of the patient throughput from intake to discharge process. The Supervisor drives system flow by monitoring the KPI for functions that support, including but not limited to, bed control, environmental services dispatch, internal patient transport dispatch, and external ground and air transportation dispatch. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.
Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.
A Brief Overview
The Integrated Operations Center Supervisor is responsible for optimizing functional capacity by ensuring smooth patient flow. The incumbent is held accountable for the effectiveness of the patient throughput from intake to discharge process. The Supervisor drives system flow by monitoring the KPI for functions that support, including but not limited to, bed control, environmental services dispatch, internal patient transport dispatch, and external ground and air transportation dispatch. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.
What you will do
- Coordinates the IOC activities on assigned shift in a manner reflective of Methodist LeBonheur Healthcare’s philosophy and objectives.
- Serves as a management/administrative liaison to hospitals and service lines based on established policies and procedures.
- Maintains awareness of bed placement activities across System to support process integration and standardization.
- Promotes the flow of information by utilizing and maintaining effective communication systems within the Integrated Operations Center, Admissions, Nursing Units, ancillary departments, physicians and families.
- Solves problems and troubleshoots issues that may affect the center or patient logistics ensuring timely and effective action.
- Assesses current state of patient flow practice and makes recommendations as needed.
- Provides assistance to Patient Transfer Coordinator, Dispatch, Security, VRN Associates when needed or as escalations occur.
- Collaborates with internal Workforce Management team, to prioritize staffing on units with identified needs.
- Oversees patient placement process assuring that patient safety standards are primary. Documents and reports safety events identified in transfers to appropriate quality monitoring program. Investigates and reports results to Leadership.
- Requires ability to provide advanced clinical and critical thinking skills.
- Conducts monthly Quality Audits and engage effectively with Associates to assist with coaching opportunities.
- Participate in the On-Call rotation.
Education Qualifications
- Required - Bachelor's Degree Business Administration
- Preferred - Bachelor's Degree Healthcare Administration
- Preferred - Bachelor's Degree Nursing
Experience Qualifications
- Required - 3-5 years Admissions, bed control, dispatch or transport or case management
- Preferred - Supervisory or Management
- Substitution - In lieu of a Bachelor’s degree, the candidate must have a high school diploma or equivalent and seven (7) years of admissions, bed control, dispatch or transport or case management experience.
Skills and Abilities
- Must possess excellent verbal and written communication skills and project a positive Patients First image.
- Requires critical thinking skills, decisive judgment. Must be able to work in a stressful environment and take appropriate action.
- Ability to provide advanced clinical and critical thinking skills.
Licenses and Certifications
Current license to practice in the state where work is performed in one of the following areas:
- Registered Nurse Tennessee - Tennessee Board of Nursing
- Licensed Practical Nurse - Tennessee - Tennessee Board of Nursing
- Emergency Medical Personnel Tennessee - Tennessee Emergency Medical Services Division
- Paramedic - Tennessee - Tennessee Emergency Medical Services Division
- Registered Respiratory Therapist - Tennessee - Tennessee Board of Respiratory Care
- AAMA Certified Medical Assistant - The American Association of Medical Assistants
Supervision Provided by this Position
- Provides supervision and guidance to Integrated Operations Center (IOC) Patient Transfer Coordinators and Dispatchers.
Physical Demands
- The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
- Must have good balance and coordination.
- The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
- The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
- The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.
Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.
Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.
