Manager, Social Workers (L)

University of Rochester•City of Rochester, NY

1d•Onsite

About The Position

The University of Rochester is seeking a Manager, Social Workers to ensure the delivery of quality social work services within the Wilmot Cancer Institute (WCI) and Finger Lakes Occupational Health Clinic (FLOHS). This role involves collaborating with the Director of Social Work on program development, implementation, and evaluation, and representing the Social Work Division on various committees. The Manager will also work with leadership to assess needs, develop staffing models, and enhance service delivery, ensuring adherence to quality and professional standards. Additionally, the position is responsible for developing and implementing quality assurance and in-service training programs for the WCI social work staff, providing direct social work services to patients and families, and collaborating with hospital staff and community resources. The role requires leadership in overseeing operations and systems for the WCI and FLOHS Social Work team, directing daily operations, and supervising approximately 17 employees across multiple clinical areas. The Manager will also handle ALC consultation, resolve escalated patient issues, manage customer service concerns, and participate in interdisciplinary committees. Human Resources responsibilities include managing employee performance, conducting reviews, and ensuring staff compliance with hospital requirements. Quality and Project Management involve identifying improvement opportunities, implementing service improvement strategies, and serving as a consultant for regional WCI partners. Community Engagement includes establishing and maintaining relationships with community agencies and internal resources, serving on advisory boards, and representing WCI at professional events. Clinical responsibilities involve assisting with coverage, evaluating psychosocial status, providing counseling, making referrals, and overseeing patient support groups.

Requirements

Master's degree from an accredited school of Social Work or related field and 5 years of practice in social work within the health field including supervisory experience required Or equivalent combination of education and experience
LMSW - Licensed Master Social Worker upon hire required

Responsibilities

Ensuring the delivery of quality social work services within the Wilmot Cancer Institute (WCI) and Finger Lakes Occupational Health Clinic (FLOHS).
Collaborating with Director of Social Work in the development, implementation and evaluation of interdisciplinary programs and services.
Representing the Social Work Division on diverse committees within the Wilmot Cancer Institute including serving as the Psychosocial Services Coordinator for WCI Cancer Committee.
Collaborating with Wilmot Cancer Institute and Finger Lakes Occupational Health leadership to assess the need for social work services, develop appropriate social work staffing and service models, and provide continuous monitoring and enhancement of social work service delivery.
Ensuring that social work services are provided within appropriate quality and professional standards, and in accordance with the policies, procedures and protocols of the Social Work Division and Strong Memorial Hospital.
Ensuring the development and implementation of quality assurance and in-service training programs for the WCI social work staff.
Providing professional social work services to patients and their families; collaborating with hospital staff and community social services resources relative to the psycho-social problems of patients; participating in formulating procedures and policies of the Division of Social Work; and participating in educational and research programs, including the orientation and training of new staff and students.
Overseeing operations and systems of the WCI and FLOHS Social Work team.
Directing and overseeing daily operations of the Social Work team.
Serving as direct supervisor to 17 employees ensuring proper coverage is maintained in all clinical areas.
Providing ALC consultation and coordination for inpatient units.
Exhibiting experienced level leadership skills and the ability to set high standards of performance and coach employees to continued success.
Fostering a work environment that is responsive and sensitive to the needs of a diverse staff and customer base.
Managing operations to ensure adherence to service level standards and company policies/procedures.
Collaborating with interdepartmental leadership to resolve questions or concerns.
Resolving high level, escalated patient issues, speaking with administrators, physicians, nurses as needed to insure patient needs are met and within scope of service.
Responding directly to escalated customer service issues, RL solutions and other related concerns with Social Work team.
Effectively communicating and collaborating with internal and external customers to ensure an integrated approach to service.
Utilizing good judgment and professionalism to effectively handle and resolve patient, visitor or family complaints; determining when situations warrant escalating to Patient Relations, Public Safety, or senior leaders within the health system.
Participating or ensuring social work participation on diverse interdisciplinary committees in the WCI and FLOHS departments including those dealing with clinical programs, policy and procedure, quality assurance, achieving standards and certifications (JCAHO, American College of Surgeons, QOPI) and interdisciplinary in-service training.
Ensuring that services provided by social work staff assigned conform to the quality assurance standards and clinical policies and procedures of the Social Work Division, the clinical areas and Strong Memorial Hospital, as well as the requirements of State and federal regulatory agencies.
Participating in the after-hour administrator on-call rotation to assist staff with problem solving and voucher approvals.
Performing emergency and disaster protocols/procedures.
Reviewing, approving and coordinating time off requests and evaluating appropriate coverage to ensure appropriate staffing.
Maintaining a working knowledge of UR policies and procedures, including state and federal mandates and other employment-related policies such as FMLA and ADA.
Motivating and supporting teams through feedback and communication.
Managing employee performance utilizing performance management tools.
Maintaining accurate documentation of employee performance.
Writing and delivering annual performance reviews of all direct reports and providing regular feedback on employee performance.
Ensuring staff compliance with mandatory hospital requirements (i.e. annual health updates, mandatories, harassment and discrimination training etc.).
Authorizing and requesting staff access for assigned clinical areas.
Utilizing expertise to respond to individual needs and follow diverse departmental protocols.
Providing resources and coaching staff to provide the highest level of customer recovery skills. (ICARE values).
Creating and executing programs and activities for employee recognition, team growth, process improvement, development and morale.
Providing regular communication/updates to staff through twice weekly huddles and monthly Best Practice Meetings.
Leading interviews for prospective Social Workers.
Making final hiring decision on potential new hires.
Ensuring that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
Identifying improvement opportunities, researching and implementing changes as appropriate to resolve operational issues.
Overseeing and implementing short- and long-term service improvement strategies.
Recommending and implementing operational changes or enhancements to improve productivity and efficiency.
Attending meetings as an informational operations expert on projects/teams related to all service areas.
Serving as a resource and consultant for regional WCI partners (4 sites.).
Maintaining expert knowledge of assigned programs, protocols.
Promoting positive business relationships with staff in functional areas such as clinical program leaders, Nursing, DPS, Patient Accounts, Financial Case Management, Financial Counseling, Parking, Transportation, Ambassadors, Chaplains, etc.
Maintaining operations knowledge to manage and balance the priorities of the department with team, individual needs across various service locations.
Clearly communicating operational, procedural and policy changes to staff.
Managing projects related to process improvement within WCI & FLOHS.
Serving as Psychosocial Coordinator for WCI Cancer Committee, ensures standards are achieved annually.
Chairs Distress Screening Advisory Committee and manages distress screening processes/procedures.
Identifying a barrier to care annually, develops plan to measure, address and evaluate efficacy.
Reviewing and tracking WCI patient transportation expenses, payments and purchase offers.
Applying for and managing grants related to social work, patient services and transportation funding.
Overseeing Patient Needs Fund operations, reviews and evaluates policies, collaborates with WCI Advancement regarding donor relations, meets with community partners who contribute funds for specific patient groups (Strollin for the Colon, PANCAN WNY, Humble Bumble, Christopher’s Challenge) and provides regular reports related as requested from donors.
Partnering with executive Director of the Pluta Foundation regarding programs, policies and procedures.
Overseeing annual holiday programs and processes (Salvation Army Adopt-A-Family, WCI Holiday PNF Fund Drive).
Chairs interdisciplinary groups; WCI/Dental Working Group, SW/WCI/UR Hospice Working Group, annual SPOHNC-Rochester Celebration Planning Committee and Event.
Serving as a resource to staff lead patient/survivor events.
Ad hoc member of WCI Patient Family Advisory Committee.
Meeting regularly with WCI Associate Director for Administration and Finance, Chief Nursing Officer and Director of Nursing.
Member of WCI Leadership Meetings, Regional Leadership Meetings and Myers Cancer Center Leadership Meetings.
Ad hoc member of WCI Faculty & Service line meetings.
Establishing and maintaining cooperative working relationships with community agencies and internal resources which may be helpful to patients, such as DHS, MAS, Financial Case Management, URMC Specialty Pharmacy, Cancer Support Community at Gilda’s Club, American Cancer Society, Community Cancer Action Committee, OFMS, UR Hospice, WCI IOC, WCI PFAC, WCI Survivorship Program, WCI Psychosocial Behavioral Health Program, Palliative Care.
Serving on advisory boards for community partners (Cancer Support Community of Rochester).
Member of Community Cancer Action Council and Patient Survivorship Subcommittee.
Representing WCI and collaborating on projects/committees with community agencies, at professional events and local and national meetings.
Working closely with public relations to promote awareness about events and programs for oncology patients and available for media requests as needed.
Collaborating with WCI Advancement leadership providing information and data about patient needs for potential donors.
Ensuring that the WCI Community Resource line and email inquiries are managed and addressed.
Assisting with clinical coverage as needed.
Evaluating the psycho-social status of patients and family to determine specific needs for service.
Providing brief or intensive assistance through counseling and direct services to the patient and patient's family.
Discussing plans for treatment and disposition with patients; helping patients and family to cope with home and community problems which hinder health care; evaluating and making recommendations for home care, financial assistance, use of clinics, and rehabilitation services.
Making home visits when necessary.
Referring patient and family to community resources to maintain continuity of service.
Providing social work consultation to interdisciplinary members of the various clinics.
Attending rounds and staff meetings to coordinate the efforts of the social work and hospital and clinic staffs for the patient's welfare.
Overseeing all patient support groups provided by WCI and facilitating three monthly groups.
Completing documentation on all cases according to established policies.
Other duties as assigned.