Operations Manager, Birth Sisters Program

POSITION SUMMARY:

The Operations Manager is responsible for the management of the Birth Sisters Program in coordination with the Clinical Director of the Program and under the supervision of the Director of Professional Operations. The Operations Manager supervises our team of approximately 20 doulas, as well as the program coordinator.

The Birth Sisters Program is an innovative multi-cultural doula service that offers birthing people "sister-like" support during pregnancy, childbirth, and the post-partum period. Trained to give social support to at-risk mothers in their community and connect them to needed resources, Birth Sisters offer prenatal home visits, labor support, and help at home after the baby comes.

Position: Operations Manager, Birth Sisters Program

Department: Health Equity Accelerator Fund

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Program Development and Maintenance

• Oversee the planning, implementation, and evaluation of service needs of the Program on an ongoing basis, including reporting and analytics needs
• Monitor the service quality of the Program, including Birth Sister services, training program, and other special projects in coordination with the Director
• Supervise implementation of new service delivery projects
• Participate as a liaison with key stakeholders, including the Childbirth Education team, Department of Nursing, OB providers, and other hospital departments
• Represent, advocate for, and support Birth Sisters in communication and collaboration with other hospital stakeholders
• Manage the program budget, working with the Director
• Manage Program marketing and communication
• Troubleshoot service issues
• Support research activities that intersect with the Birth Sisters Program

Communications and Development

• Articulates the purpose and goals of the program to potential partners, funders, and general public through written articles, contribution to hospital-approved social media channels, distribution of promotional materials, and other engagement/meetings.
• Works in tandem with the Development office to secure funds, donations, and grants to facilitate donor cultivation and stewardship in order to meet the budgetary requirements of the program/department.

Training Coordination

• Participate in planning, implementation, and evaluation of Birth Sister trainings and continuing education sessions
• Participate in Birth Sister Training classroom instruction
• Maintain records and statistics on education session evaluations, patient satisfaction surveys, and provider/caregiver feedback
• Participate in the medical student (DREAM student) training

Professional Development

• Participate in ongoing educational activities to enable competent performance of assigned duties
• Participate actively in professional organizations directly related to Perinatal Community Health Programming and Education

Human Resources Management

• Recruit, interview, and hire Birth Sisters and Program Coordinator
• Monitor completion of all training and on-boarding requirements for new hires
• Supervise Birth Sister staff in terms of Birth Sister services and special projects, including regular weekly meetings with administrative support
• Plan and run Birth Sister staff meetings
• Conduct performance evaluations for Birth Sister staff
• Verify and sign-off on Birth Sister payroll

OTHER DUTIES:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, to ensure that exceptional customer service and patient care may be provided.
• Utilizes hospital's behavioral standards as the basis for decision making and to support the hospital's mission and goals.
• Follow established hospital infection control and safety procedures.
• Perform other duties as needed.

JOB REQUIREMENTS

EDUCATION:

• Bachelor's Degree or equivalent plus 5-7 years of related experience, Master's degree preferred

Experience:

• Must have 2 years or more of management experience
• Knowledge of and experience working with under-served, multicultural families required
• Bilingual or familiarity with communities served preferred

Knowledge & Skills:

• Ability to work collaboratively in medical matrix team, the ability to adequately represent the needs of medical services, and to work with multiple clinicians of various specialties
• Strong understanding of doula model of care and support framework and ability to represent the needs of the Birth Sisters in administering intended services
• Comprehensive knowledge of clinical operations, hospital financial and human resources policies and procedures
• Excellent understanding of hospital and doula reimbursement as well as applicable external regulations and legal requirements
• Outstanding relationship building skills: ability to mentor, guide, and motivate direct reports through demonstration of best practices and leading by example.
• Able to prioritize and manage multiple projects simultaneously and produce expected results
• Ability to be self-directed, prioritize essential tasks, and balance numerous responsibilities
• Must have excellent interpersonal skills, including and ability to work with individuals from a variety of disciplines, and on a variety of levels
• Strong understanding of the ways in which racism, classism, homophobia, and other systems of oppression impact birth-related health outcomes
• Superior professionalism and effective communication skills required
• Ability to work cooperatively as a team member in multicultural settings
• Demonstrated commitment to reproductive health causes
• Ability to adapt to changes in healthcare delivery at local and systems level
• Knowledge of program evaluation is helpful
• Able to maintain professional boundaries
• Excellent oral and written communication skills
• Demonstrated critical thinking, analytical and problem-solving skills
• Proficient with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Ability and willingness to become proficient in other applications including Kronos, Workday and RedCap