Manager Volunteer Services

Job Description

Business/Clinical Operations: Staffing department based on volume making adjustments as necessary. Managing payroll ensuring that time is being recorded and paid appropriately. Minimize manual payroll corrections through weekly review of payroll data. Ensuring employee attendance at town halls, brown bags, and employee forums. Ensures the department complies with regulatory standards. Effectively directs and implements plans to achieve service goals. Trains staff on appropriate selling and service expectations (ie greetings, approaching and interacting with customers.) Maintains overall store operations and ensures store security. Develops product strategies for seasonal and key clinical trends  care assistance, product information and store promotions.  Educate retail staff, facility staff and customers on available products. 
Volunteer Service Program Management: Asses the need for volunteers throughout the hospital and develop programs to meet such needs through recruitment and scheduling of hospital-based, community-based, and special program volunteers. Evaluate requests for volunteer assistance and provide qualified volunteers as appropriate. Regularly communicate with staff by sending updates of volunteer schedules. Interview, orient, train and place qualified individuals in volunteer positions. Provide leadership and direction to volunteers. Coordinate volunteer service recognition events. Management of Lost and Found for hospital Maintain current Volunteer Policy & Procedures; communicates revisions to volunteers and Hospital staff. Maintain records and database necessary to comply with System, State or licensing agency regulations. Updates database and volunteer schedules. Ensure all volunteer files are up to date with necessary documentation. Lead training and orientation classes on an as needed basis. Assesses learning needs and competencies of volunteers and provides or coordinates orientation, training and ongoing educational programs.

Service Customer Service: Timely follow through and response to issues or complaints (i.e. Event Reporting Tool investigations completed within 30 days, patient complaints addressed during hospital stay or within 24 hours post discharge, and CMS 7 day requirement is met). Develop and maintain effective relationships with internal and external clients. Ongoing education of staff on service expectations, including service recovery. Effective use of Leader Listening Rounds to proactively identify and resolve potential issues. Responsible for vendor relations and negotiations.
Patient Satisfaction: Patient satisfaction indicators have been met. Review Press Ganey patient satisfaction data to determine trends and develop/implement action plans to ensure high levels of satisfaction are maintained. Management of Conference Room Usage Schedules conference room meetings in accordance with THA Conference Room Usage Policy

Quality and Performance Improvement Department Specific: Integrate products into the patient experience. Assess product trends to identify opportunities for improvement
Hospital Based: Understand basic core measure standards and be able to describe how these measures relate to our strategic objectives. Develop a plan for incorporating core measure compliance into daily workflow. Develop a plan for educating, measuring, monitoring, and improving performance on the patient safety KPIs, including hand hygiene, patient identifiers, and timeouts if applicable. Use PDSA for continuous quality improvement on the individual unit, to include at least one focused project per year in an area of need identified by the unit. Tier 2 observations with monthly reporting as applicable.

Financial Operations
Volume targets have been met.
Expense targets have been met.
Invoices processed in a timely manner.
Labor productivity at 95% or above Overtime and call back targets have been met.
Develops, monitors, adjusts and explains variances for operational and capital budgets for areas of responsibility.
Manage the approved budget through frequent and regular monitoring, implementation of effective written action plans to address variances, and implementation and adjusting strategies as needed to meet budgetary expectations.
Ensures departmental financial performance is supported by appropriate expense control and loss prevention.
Understands and maintains appropriate margin levels.

Human Resource Management
Timely completion of employee reviews.
Retention indicators have been met.
All mandatory training for staff and volunteers completed.
Initial and annual competency assessment of staff and volunteers completed timely.
Annual employee health screening of staff and volunteers completed.
Ensure that all employees maintain current licensure, certification, and registry as required by their job.
Vacancy rate indicators have been met.
Employee and volunteer engagement survey participation goals have been met.
Department engagement/partnership goals have been met and action plans have been completed.
Employee engagement results for direct management meet established targets.
Recognition of employees through Applause and Shining Star Programs.
Ensure staff compliance with hospital and system policies.
Ongoing monitoring and management of staff performance using the disciplinary process as appropriate.
Promote professional growth, development and accountability in staff.
Identify leadership talent and actively develop leadership skills for future opportunities.
Facilitates recruitment of qualified staff. Professional Accountability

Professional Accountability Participates in hospital initiatives (i.e. fund raising events and community events) Serves on hospital and system based committees as appropriate Maintains current licensure and certification as required by position. Adheres to hospital and system policies. Completes mandatory training and annual employee health screening timely. Recognizes and communicates ethical and legal concerns through the established channels of communication.
Maintains professional growth and development through seminars, workshops, and professional affiliations. Demonstrates accountability and responsibility by independently completing projects/assignments on time. Maintains confidentiality at all times. Performs other work as requested that is reasonably related to the employee’s position, qualifications, and competencies.

Education
H.S. Diploma or Equivalent Required
And
Bachelor’s Degree Business, heath care related, or other relevant field Preferred

Experience
3 Years Relevant healthcare, non-profit, or administrative experience Required
and
1 Year Supervisory and/or volunteer management experience Preferred
People Leadership around volunteers Preferred 

Skills
Demonstrated verbal and written ability to communicate effectively and professionally across disciplines and with a variety of constituents. Ability to establish and maintain effective working relationships. Must demonstrate exceptional customer service skills. Demonstrated ability to influence and coach others. Exceptional organizational and project management skills with the ability to handle multiple demands as well as respond to rapidly changing priorities. Demonstrated ability to respond to the needs and emotions of people under stress. Proficient computer and Microsoft Office skills. Ability to maintain an organized workspace.

Why Texas Health? 

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.

As part of the Texas Health family and its 28,000+ employees, we’re one of the largest employers in the Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding. Come be a part of our exceptional team as we improve the health of the people in our communities every day. You belong here.

Learn more about our culture, benefits, and recent awards. 

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