Clinical Operations Manager

Yale New Haven Health•Bridgeport, CT

12h

About The Position

The Clinical Operations Manager serves as the direct link between Bridgeport Hospital leadership and employees, providing administrative and operational oversight to support patient care consistent with the organization’s mission and values. As a member of the leadership team, the manager leads and collaborates across service lines to advance organizational strategic goals and objectives. The position supports clinical quality and operations, staff development, service excellence, and organizational leadership. It monitors care delivery and patient experience, identifies operational barriers, supports standardized practices, coaches staff, and coordinates service recovery. The manager also helps align departments around patient-experience priorities and works with leadership to address management and physician issues within established financial and regulatory limits. The role interacts with physicians, patients, families, internal hospital leaders and staff, as well as external professional counterparts, vendors, educational organizations, and regulatory organizations. The manager may perform other duties based on departmental or organizational needs.

Requirements

Bachelor of Science degree in Nursing required.
Current State of Connecticut Registered Nurse license.
Excellent communication, leadership, and interpersonal skills.
Demonstrated ability to manage multiple priorities.
Demonstrated ability to implement, support, and effectively monitor change.
Ability to perform essential job functions with or without reasonable accommodation.
Minimum of 2 years of clinical practice experience and 3 to 4 years of demonstrated leadership and/or management experience in an acute care setting are strongly preferred.

Nice To Haves

Relevant master’s degree strongly preferred, such as MSN, MBA, or MPH.
Minimum of 2 years of clinical practice experience and 3 to 4 years of demonstrated leadership and/or management experience in an acute care setting strongly preferred.

Responsibilities

Conduct intentional rounding to monitor care delivery and patient experience and maintain a consistent 24/7 patient- and family-centered care model.
Identify operational barriers to service delivery, coordinate timely solutions, and escalate patient safety, quality, or service concerns to appropriate leaders.
Support standardized practices across departments to reduce variation and improve outcomes.
Communicate best practices and promote staff accountability for patient- and family-centered care initiatives.
Coach staff on patient-experience expectations and desired behaviors; provide real-time feedback during rounds and patient-service events.
Debrief staff following concerns, communicate outcomes and follow-up actions, recognize strong performance, and reinforce professional accountability.
Promote collaboration among clinical, support, and leadership teams and serve as a resource to the BMA for staffing management.
Model FIRST, LAST, and AIDET service behaviors and provide immediate service recovery when patient or family expectations are not met.
Partner with Patient Relations and Patient Experience to address concerns and communicate service-recovery actions and follow-up recommendations.
Support healing environments that strengthen patient and family trust and loyalty.
Align departments and service lines around patient-experience priorities and translate organizational expectations into frontline practice.
Participate in huddles to address concerns and implement solutions; establish processes and accountability structures that support consistent service.
Promote Bridgeport Hospital’s mission and values to customers through role modeling and communication.
In collaboration with the Director and VP, execute the vision, objectives, and strategies consistent with the Hospital’s mission and policy.
Determine how resources are deployed within areas of responsibility and identify needs for additional resources.
Advocate changes to processes and systems to ensure safe and satisfactory patient care.
Work with leadership to resolve management and physician issues within agreed financial and regulatory limits.
Oversee enforcement of policy and recommend policy changes to Hospital leadership.
Coach and mentor departmental leaders, monitor and document management performance, and recommend promotions.
Perform other duties based on departmental or organizational needs.