At Houston Methodist, the Manager Comprehensive Care Clinic (CCC) Operations position is a crucial role responsible for managing and optimizing the comprehensive care centers to ensure exceptional operational performance and enhance both the patient and provider experience. This position drives innovative clinic design and the integration of advanced technologies to streamline workflows and improve patient care. Key responsibilities include overseeing the development and execution of business plans for new and existing clinics, ensuring they meet and exceed operational and care standards. The Manager CCC Operations position applies lean principles and quality improvement tools to boost efficiency and enhance both clinical and non-clinical operations. Additionally, the position involves managing daily operational functions, optimizing patient flow, and fostering collaboration between clinical and non-clinical staff across various disciplines to provide a seamless patient experience. The Manager CCC Operations position works closely with stakeholders to align tactical actions with strategic business goals, making the role highly visible within the organization. This position is instrumental in fostering continuous improvement and maintaining Houston Methodist's reputation for excellence in comprehensive patient care.

The manager position responsibilities include managing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency while assisting management in accomplishing strategic and operational objectives. In addition, this position provides guidance to staff and is responsible for staffing, budget compliance, contributing to staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and assisting in the development and implementation of policies and procedures to ensure a safe and effective work environment. This position also implements training, monitoring and operations initiatives that secure compliance with ethical and legal business practices and accreditation/regulatory/government regulations.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Performs management responsibilities of selection, scheduling, supervision, development, retention, mentoring, and evaluation of employees in the department. Meets or exceeds threshold goal for department turnover. Ensures that department consistently achieves desired clinical and management outcomes, including high degree of patient and physician satisfaction. Implements change, demonstrating the ability to motivate employees and follow through.

• Provides fair and consistent leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures, operational matters, rounding on all employees, completing performance appraisals, conducting new hire feedback sessions, coaching/corrective counseling, and providing recognition/commendations to achieve desired outcomes. Affords timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.

• Facilitates and promotes effective team dynamics and teambuilding strategies within and between departments; leads, participates, and facilitates department process improvements as needed. Serves as the primary liaison for multidisciplinary teams including primary care, specialty care, PT/OT, Imaging, and other services, ensuring coordinated and efficient operations.

• Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators.

• Manages and supports staff, including facilities management and general support teams, focusing on improving patient access and streamlining workflows. Directs, delegates and oversees work efforts as appropriate to ensure the highest quality and best possible delivery of service. Implements change, demonstrating the ability to motivate employees and follow through.

SERVICE ESSENTIAL FUNCTIONS

• Plans and organizes day-to-day department operations, schedules, and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best delivery of service and high customer/patient satisfaction.

• Drives department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and fostering accountability. Serves and actively participates on various entity committees as a voice for the department.

• Assists management in achieving strategic and operational goals. Contributes to the development of annual goals. Oversees daily activities of the clinic, ensuring high standards of quality, productivity, and functional excellence. Manages and supports staff, including facilities management and general support teams, focusing on improving patient access and streamlining workflows.

• Leads efforts to implement and refine new workflows with an emphasis on eCheck-in, Welcome Kiosks, and digital communication to enhance patient interactions and streamline processes. Champions new innovation to create an environment of personalized service, satisfied patients and engaged staff, and physicians.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines, including infection control principles. Monitors and confirms staff maintain their required credentials that demonstrate competency per accrediting agency or department guidelines as applicable.

• Uses and optimizes information systems to enhance operations; supports entity-specific performance improvement and data management/analysis functions. Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines.

• Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, reporting accidents, near misses, and/or adverse events immediately per department protocol and identifying solutions via collaboration. Adopts lean principles in driving process improvements. Role models situational awareness, using teachable moments to improve safety.

• Monitors self and employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance (i.e., focal point review requirements, disaster plan, in-services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).

• Monitors key operational indicators including financial and quality metrics. Assesses current performance and develops action plans to achieve optimal performance in clinic operations. Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, and identifying solutions via collaboration.

• Monitor key performance indicators (KPIs), including patient wait times, throughput, and staff productivity, and adjusts operations to meet or exceed targets. Drives continuous improvement initiatives through data-driven decision-making and collaboration with cross-functional teams to introduce innovative processes that improve care delivery and patient satisfaction.

• Collaborates with multidisciplinary teams to promote transparency, accountability, and staff engagement in achieving high-reliability goals, ensuring sustained improvement and regulatory compliance across the practice.

FINANCE ESSENTIAL FUNCTIONS

• Assists in the development of department budget and ensures that the department operates in a cost-effective manner. Manages/audits department expenses within approved budget parameters, ensuring that the department meets the budgeted/flex revenue and/or expense targets on a monthly and annual basis. Develops staffing plans and schedules to meet department needs that reflect understanding of the importance of cost-effectiveness.

• Implements department strategies to achieve financial target and staffing needs, developing others to do the same, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.

• Collaborates with leadership to implement best practices and apply financial and budgeting principles to assess earnings and spending. Identifies opportunities for cost-saving and efficiency improvements.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other department-specific measures by leading unit projects and/or other department/system-directed/shared governance activities. Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures.

• Proactively evaluates processes; recommends and implements action plan(s) for change; follows through to ensure effective, sustainable change. Participates in the development and implementation of new procedures and the review and revision of existing procedures.

• Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals.

• Seeks opportunities to identify developmental needs of staff and takes appropriate action. Ensures career discussions occur with appropriate management. Completes and updates My Development plan on an on-going basis. Conducts conversations with staff on their development.

• Collaborates with cross-functional teams to implement scalable, innovative processes and solutions, leveraging Lean principles to maximize resource utilization and operational performance.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelor's degree in Business, Public Health, or a directly related field

• Master's degree preferred

WORK EXPERIENCE

• Five years in a project management, data analytics operations, and or in healthcare/administrative capacity with two years people management experience; for internal employees, four years HM experience with two years of progressively responsible leadership/project management experience will be considered

• Experience in clinic management preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message

• Demonstrates the ability to interact with others in a way that gives them confidence in one's intentions and those of the organization

• Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one's own behavior to accommodate tasks, situations and individuals involved

• Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills

• Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences

• Ability to work effectively in a fast-paced environment

• Demonstrates flexibility and adaptability in the workplace

• Skilled at managing multiple projects with conflicting priorities

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs Yes
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area Yes

With locations throughout the Greater Houston area, Houston Methodist Primary Care Group (HMPCG) is dedicated to providing quality patient care for the entire family. HMPCG is proud to be a part of Houston Methodist and its family of hospitals, ensuring efficient access to specialty and hospital services whenever the need arises.  As members of the Greater Houston community, HMPCG is committed to the well-being of its patients, providing the right care at the right time in convenient locations throughout the Houston area.