COMMUNITY HOSPITAL JOB DESCRIPTION
Director, Patient Services; Chief Nursing Officer
MAIN FUNCTION:
Administrative authority and responsibility for patient care programs, policies and procedures,
evidence based nursing standards of patient care, and compliance with the Ohio Nurse Practice Act.
Maintains sound organizational relationships and shared decision making with the Board of
Governors, Administrative Team, physicians, department managers, and all stakeholders. Develops,
implements, and evaluates long and short term goals for nursing as well as for assigned departments;
responsible for directing, planning, and facilitating process improvements in patient care in a safe,
consistent environment that promotes quality care and optimal patient outcomes within the
constraints of available resources. On an ongoing basis, evaluates that nursing care is implemented
via the Nursing Process, CH Nursing Philosophy and Practice Model which are derived from the
Synergy Model, and initiates revision as necessary.
Maintains effective communication with all nursing and other hospital personnel; physicians, board
members and stakeholders; strives for the advancement of the nursing profession within the
community and on the local, state, and national level. Maintains awareness of legislation affecting
nursing practice and implements as needed; acts as a resource person for all members of the
department and others as requested.
RESPONSIBLE TO:
Administrator / CEO
MUST HAVE REQUIREMENTS:

Graduate of NLNAC or CCNE School of Nursing, and licensed in Ohio.

Masters degree

5 years professional nursing experience in an acute care hospital plus

4 years in a nursing management capacity

Strong customer service philosophy

Excellent interpersonal and communication skills

Experience in committee leadership role

Proven proactive leadership ability

Works well under pressure
PREFERRED ATTRIBUTES:

Certifications

Professional affiliations
NOTE:

Employee in this position may be exposed to blood, body fluids and/or airborne pathogens and
are required to wear barriers

Employees in this position must be able to push, pull, lift, carry, turn, crouch, and bend as
necessary to complete nursing care tasks
POSITION EXPECTATIONS: All expectations detailed below are considered ADA (American Disabilities
Act) Essential.
Leadership
a. As a member of Senior Management and in collaboration with unit/department managers,
participates in hospital planning, decision making and policy formulation demonstrating systems
thinking and change management skills
b. Attends/holds membership on hospital and medical staff committees as appropriate. Attends
Board of Governors and physician meetings to report on activities of nursing and assigned
departments.
c.
Participates in community educational programs and meetings as the hospital's representative
d. Demonstrates ability to lead/direct Patient Services team
e. Provides leadership, mentoring and guidance to nursing staff using principals of the CH Nursing
Philosophy
f.
Identifies needed changes, facilitates/directs the change and role models positive attitude toward
change
g. Role models professional nursing practice and behavior
h. Demonstrates expert conflict resolution skills and coaches management team in facilitating
conflict resolution with their staff/other departments
i.
Functions as the hospital’s Patient Safety Officer
j.
Identifies, develops and facilitates: patient safety initiatives, nursing and employee satisfaction
initiatives and other programs to maintain and improve the patient focused culture of assigned
departments and services
k.
Embraces shared decision making by energizing staff and others in decision making that is
patient centered in an environment that is conducive to discussion and opinion sharing
Communication
a. Maintains awareness of verbal / non verbal communication in interactions with staff, other
departments, physicians, patients and families
b. Communicates effectively as evidenced by:
c.

Delivering “bad news” in such a way as to maintain credibility

Follows through on promises and concerns

Provides service recovery to dissatisfied customers

Caring about people as individuals and demonstrating empathy and concern while ensuring
that organization goals and objectives are met

Accomplishing objectives through persuasion, celebrating successes and accomplishments
and communicating a shared vision.

Asserting views in a non-threatening, non judgmental way
Maintains patient and employee confidentiality in all communication interactions: written, verbal,
electronic and digital
d. Demonstrates ability to initiate and manage crucial conversations and coach management team
in same; resolves and manages conflict expertly
e. Utilizes AIDET (Acknowledge, Introduce, Duration, Expectations, Thank You) strategies to foster
positive communication
f.
Makes unit/department and patient rounds frequently to keep channels of communication open.
Gives appropriate feedback in a timely manner to questions and concerns.
g. Promotes and maintains harmonious relationships among assigned personnel, the Medical Staff,
patient and public, and acts as liaison between assigned departments and other departments of
the hospital
h. Makes oral presentations to diverse audiences on nursing, healthcare and organizational issues
i.
Builds and maintains a trusting collaborative relationship with staff, peers, other disciplines and
ancillary services, physicians, vendors, community leaders, nursing and other education
programs
j.
Creates and communicates the shared vision
Operations
a. Responsible for oversight, development, allocation, and administration of the budget for assigned
departments, based on past requirements, future patient care needs, available resources and for
quality management outcomes.
b. Develops implements and assures the organization's plan for providing nursing care and other
assigned patient services in accordance with the mission / vision of the hospital
c.
Manages human resources via workforce planning, employment decisions, reward & recognition
for exemplary performance, identification of current/future needs and skill sets
d. Assists in the selection, implementation and evaluation of information technology assuring
optimal support of patient care function
e. Evaluates problems and concerns in assigned departments in terms of ensuring safe, effective,
quality patient care, the impact the involved staff and the overall hospital
.
Customer Service
a. Sets the tone and expectation for positive customer service in all Patient Services departments.
Role models positive attitude. Treats others with honesty and respect. Speaks positively in all
customer interactions internal and external.
b. Assess customer/staff satisfaction when rounding in departments/units, facilitates use of
appropriate chain of command for unresolved issues or problems
c.
Role Models AIDET(Acknowledge, Introduce, Duration, Explanation, Thank you) to assist staff in :

Optimizing the patient’s experience by reducing the patient and family’s anxiety and
increasing the patient’s compliance

Developing positive relationships with other departments to foster patient satisfaction
d. Expertly resolves conflict with patients, staff, department managers, senior leaders, physicians
and other stakeholders in situations where customer needs have not been met to determine a
positive, mutually agreeable resolution
Staff Development / Professional Growth
a. Maintains and develops relationships with universities, colleges and schools of nursing to assist
with: the education of new nurses, ongoing education of professional nurses, development and
implementation of new nursing knowledge
b. Create an environment that facilitates the team to initiate actions that produce results
c.
Hold self and others accountable for actions and outcomes
d. Create an environment in which others are setting expectations and holding each other
accountable
e. Answer for the results of one’s own behaviors and actions
f.
Develop own career plan and measure progress according to that plan
g. Coach others in developing their own career plans
h. Create an environment in which professional and personal growth is an expectation
i.
Articulate the application of ethical principles to operations
j.
Integrate high ethical standards and core values into everyday activities
k.
Create an environment that has a reputation for high ethical standards
l.
Advocate use of documented best practices
m. Teach and mentor others to routinely utilize evidence-based data and research
n. Role model the perspective that patient care is the core of the organizations work
o. Assure that the clinical perspective is include in organization decisions
p. Ensure that nurses are actively involved in decisions that affect their practice
q. Participate in at least one professional organization
r.
Support and encourage others to participate in professional organization
Performance Improvement
Demonstrates leadership in the P.I. process by oversight of the following:
a. Assessment of units/departments for processes to measure and improve. Assures alignment of
these processes with the unit/ department mission and the WCH mission.
b. Collection and analysis of data on processes identified
c.
Prioritization of the improvement opportunities from the data collected and analyzed
d. Planning and implementation of process improvements using Plan-Do-Study-Act methodology
e. Communication of all steps of the PI process with affected staff and stakeholders
f.
Demonstrates support for employee involvement in PI education and in PI teams both on
department and hospital level
g. Works with others to design, facilitate and maintain an effective PI program based on standards
consistent with the latest innovations in assigned departments
h. Coordinates/facilitates LEAN projects
i.
Plans, conducts, and participates in problem-solving conferences and discussions with
administrative and professional staff to encourage participation in formulating department policies
and procedures, and interprets same to achieve the hospital's mission
j.
Maintain awareness of TJC (The Joint Commission), CMS (Centers for Medicare Services) and
other required quality and safety measures and provide Nursing Leadership team with the
information needed to maintain compliance with standards
AGE SPECIFIC COMPETENCY
Dependent upon department and the population served:
Neonatal (Birth thru 28 days)
a. Handles infants in gentle manner
b. Speaks in soothing voice
c.
Holds and cuddles infant when necessary
d. Facilitates parental interaction and care of infant
Infant (29 days thru 12 months)
a. Approaches infant in slow, non-threatening way
b. Speaks in soothing way
c.
Holds and cuddles infant as much as possible
d. Encourages parental interaction with infant
e. Allows for familiar toys/blankets to be brought from home
Pediatrics (one year thru 11 years)
a. Allows choices when possible
b. Speaks directly using few, clear, simple terms and explanations
c.
Limits number of strangers entering room
d. Provides consistent nursing assignments
e. Does not shame parents for lack of cooperation
f.
Holds child for painful procedures
Adolescents (12 years thru 18 years)
a. Allows participation in care and choices as appropriate
b. Provides for patient's modesty
c.
Tells patient exactly what will be expected
d. Allows patient control
e. Speaks directly to patient in simple medical terms
Geriatrics (65 years and older)
a. Identifies physical/social/emotional barriers and physical limitations at discharge
b. Teaches patient about one item at a time
c.
Repeats instructions several times
d. Speaks slowly and distinctly when talking to the patient
Reference: AONE Nurse Executive Competencies, 2011; http://www.aone.org/aone/pdf/AONE_NEC.pdf
6/2011