At Houston Methodist, the Supervisor Virtual Clinical Support Services position is responsible for overseeing the daily operations and staff within the patient observation and monitoring departments. This position ensures continuous, electronic observation and surveillance of patients, as well as accurate EKG rhythm interpretation and other electrocardiography functions.

The supervisor position responsibilities include overseeing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency. This position serves as the primary source of contact regarding daily operations. This position trains and supervises staff while maintaining adequate staffing levels and budget compliance. The supervisor position contributes to staffing decisions such as hiring, coaching and counseling employees on work-related performance. This position evaluates direct reports and provides recommendations for merit increases during the annual evaluation process. This position assists in the development and implementation of policies and procedures to ensure a safe and effective work environment. Other duties for the supervisor position include participating in performance improvement activities, as well as providing support for department management to achieve operational goals. This position may also perform staff duties and responsibilities as needed.

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

• Participates in management responsibilities including selection, scheduling, supervision, retention, and evaluation of employees in the department. Provides development and mentoring of staff, ensuring all department staff are properly trained and comply with all policies and procedures. Conducts new hire feedback sessions and provides recognition/commendations as appropriate.

• Serves as the primary contact between bedside staff and the virtual technicians, addressing concerns and escalating to management as appropriate. Creates and maintains an environment of collaboration by role modeling teamwork within the department.

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

SERVICE ESSENTIAL FUNCTIONS

• Oversees daily department operations, schedule, and activities, setting priorities and functional standards. Organizes workflow, proactively problem solves, anticipates needs, and manages multiple ongoing priorities.

• Communicates with patients, family members, physicians, other hospital departments, and outside parties to solve existing and/or potential problems related to patient observation and monitoring services processes.

• Ensures high customer/patient satisfaction by delivering exceptional patient/customer experiences and safe delivery of services.

• Demonstrates behaviors and mentors staff to exhibit and uphold HM service standards in all interactions with patients, family members, and clinical staff.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and any specific accreditation/regulatory agency required safety guidelines. Encourages safe decision-making with patients and family members. Proactively identifies potential safety risks and communicates with bedside staff to encourage early intervention.

• Uses and optimizes information systems to enhance operations; participates in performance improvement and data management/analysis functions.

• Employs a proactive approach in optimizing positive outcomes by monitoring and improving department workflow, supporting peer-to-peer accountability, and identifying solutions via collaboration.

• Reports ¿near misses¿ and inputs errors promptly into electronic record to improve processes and identify trends. Contributes to identification of corrective action and improvement activities and contributes to meeting department and hospital targets for quality and safety.

FINANCE ESSENTIAL FUNCTIONS

• Assists in managing essential and non-essential department expenditures to achieve financial targets through optimization of productivity, supply/resource efficiency, minimizing incidental overtime, and other areas according to department specifications. Manages staffing needs including scheduling, time off requests, and timekeeping.

• Contributes to the collection of data to support key metrics for patient observation and monitoring services functions and generates relevant reports.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Develops skills of team members and continually assists with improving competencies, performance, and outcomes. Implements change, demonstrating the ability to motivate employees and follow through to ensure change in behavior has occurred. Fosters a positive and constructive teaching environment by engaging staff/team members in learning opportunities that are valuable and in alignment with business objectives.

• Supports Houston Methodist and department goals and vision, identifying industry trends and implementing innovative solutions for practice or workflow changes. Engage with new technologies and tools to identify opportunities, provide constructive feedback, and be a proponent of change management for all new innovations and technologies.

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

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

• Associate's degree preferred

WORK EXPERIENCE

• Four years of healthcare experience of which two years must have been facilitating teams

• Experience in patient observation, monitoring services, or direct customer service-related fields preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• BLS - Basic Life Support (AHA)

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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

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

• Ability to work effectively in a fast-paced environment to identify and understand issues, problems, and opportunities; and recommend solutions.

• Maintains competency in electrocardiography (EKG), monitoring/computer skills, and pulse oximetry (SpO2) as appropriate.

• Demonstrates proficiency in the use and maintenance of equipment such as Remote Viewing Station (RVS), transmitters, monitoring equipment, computers, facsimile, Sickbay, EPIC and printer

• Must obtain one of the following certified EKG certifications within one year of hire/transfer, CCT, CET, EGC, CET, CMT-BC, or ECG-B

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

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

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 No
• May require travel outside Houston Metropolitan area No

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

 

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas.  These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.