Senior Program Manager -Concierge Medicine
Location: 6560 Fannin St., Houston, TX 77030
Schedule: On-site | Monday–Friday

Key Qualifications:

• Proven experience in a concierge-style service environment, preferably in a healthcare experience

• Demonstrated ability to work with executives, physicians, and senior leadership with discretion and professionalism

• Highly proficient in Microsoft Excel (formulas, pivot tables, reporting)

• Skilled in Microsoft PowerPoint and creating polished, executive-level presentations

• Strong project and program management skills with the ability to juggle multiple priorities

• Excellent written and verbal communication skills

• High attention to detail and strong problem-solving abilities

At Houston Methodist, the Sr Program Manager position is responsible for comprehensive program management, including setting the strategic direction for the assigned area of responsibility, for complex and large programs and is accountable for performance against strategy/goals. This position will lead, design, guide and execute strategies while managing relationships internally with hospital leadership and externally with clients, partners and vendors. Success in the Sr Program Manager position includes partnering with key operations stakeholders to design and successfully execute program elements that ensure senior leadership engagement and governance of the system strategy. This position focuses on planning and design implementation to measurement and maintenance of desired outcomes with minimal supervision, developing meaningful reports to support business activities, and communicating professionally and persuasively verbally and in writing. The Sr Program Manager position works independently and collaboratively to proactively identify problems and creative solutions to address requirements, while serving as role model and mentor to junior team members and partnering with vendors in assigned area of responsibility on data, process solutions and advisement. This position is responsible for various administrative and operational functions, and financial stewardship while providing education and technical expertise related to the program for successful implementation and sustainability.

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

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

PEOPLE ESSENTIAL FUNCTIONS

• Facilitates the promotion of teamwork within and between departments; participates and/or leads and facilitates department process improvements as needed. Effectively builds and leverages relationships with key stakeholders to develop and promote system-wide programming, obtains buy-in to change efforts, provides ongoing consultation and promotes Houston Methodist strategies. Works cross-entity (system-wide) to achieve innovative and actionable outcomes.

• Leads program strategies with key stakeholders and others to ensure department timelines, deliverables and budgets are met. Serves as a primary resource/subject matter expert and a key liaison to councils and professional groups.

• Leads communication with authority to individuals and groups in a manner that engages and helps them understand and retain information, managing expectations. Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.

• Serves as mentor and role model for coworkers. Initiates opportunities for improvement of department/program score for turnover/retention/employee engagement.

SERVICE ESSENTIAL FUNCTIONS

• Coordinates the operation of departments to confirm that assigned programs are completed according to specifications, budgets and timelines. Consults with colleagues, leaders, and other stakeholders to improve effectiveness and efficiency of programs. Regularly discusses any program problems, ensuring that customers/clients are updated on the status.

• Partners with management to evaluate the implementation and effectiveness of assigned program, monitors progress and achievement of objectives, and identifies corrective actions as indicated. Provides leadership with decision support needed to make informed strategic decisions.

• Analyzes data relevant to the scope of the role and provides summary information to key internal stakeholders to develop system-wide strategies to improve targeted outcomes.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Develops an implementation plan for launching programmatic elements within focus area, providing support in planning and organizing cross-functional unit and cross-entity activities and committees. Drives strategy and ensures the success of programs and/or assigned sponsorships/events.

• Researches and analyzes various types of data, compiling high quality reports, proposals, presentations, and other documentation for senior management and customers. Develops effective business cases and presents to leadership, clients and stakeholders in order to influence and facilitate strategic change, as appropriate.

• Leads external and internal program committees and task forces, ensuring that critical objectives are clearly explained, and action items are appropriately delegated. Follows up on action items as necessary to ensure completion of assignments.

• Develops and leads training strategies, education and communication related to program(s) to drive improved outcomes for the patient and/or employee experience. Identifies key measures to periodically assess outcomes and continuously enhances improvement.

FINANCE ESSENTIAL FUNCTIONS

• Effectively manages the scope, schedule and budget of assigned programs. Provides support to aid in complex financial decision-making related to program. Tracks year-to-year trends and identifies opportunities for financial improvement. Monitors the success of the program, engagement strategies and budget, identifying cost-saving and waste-elimination opportunities.

• Maintains interdepartmental accountability for systems-related issues that impact financial feasibility of the program. Forecasts potential schedule delays and develops alternate plans.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Serves as part of a cross-system team that creates and executes mission driven events. Supports hospital and system goals and offers innovative solutions through participation in department projects to improve the efficiency and effectiveness of current practices. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.

• Leads the development of outreach and communications strategies and plans, including assessing needs and opportunities and developing strategies and implementation plans relating to all external outreach, marketing, and communications within scope of role.

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 or higher in business, healthcare administration, clinical or related field

WORK EXPERIENCE

• Five years experience related to business or healthcare administration or in a nonprofit setting; may consider HM employee with four years' experience who demonstrates progressive responsibilities

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 with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles.

• Strong communication and presentation skills. Ability to conduct effective presentations when working with physician leadership, administrators and peers and a variety of audiences

• Ability to establish and maintain positive leadership, project team member and internal relationships

• Strong analytical and interpersonal skills

• Ability to lead meetings, conversations and present with authority

• Ability to work under pressure and balance many competing priorities

• Ability to multi-task and work in an organized manner

• Ability to uphold confidential and sensitive information

• Proficient in spreadsheet, word-processing, and presentation software

• Good judgment and decision-making ability, with strong analytical and critical thinking skills; understands when to escalate issues

• Ability to engage and be open to ideas offered by others; works collaboratively and contributes to dialogue

• Demonstrated initiative in managing projects and communication with stakeholders

• Ability to work autonomously on multiple tactical and strategic initiatives

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• 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* No

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.