This Manager of Centeral Practice Operations role will work on creating consistencies in clinical operations while improving delivery of patient care using innovation. Pervious clinical operation experience is preferred. Ideal candidates can juggle multiple projects at any given time while connecting those projects to bigger picture system ideas.

At Houston Methodist, the Manager Central Practice Operations position is responsible for strategic and ongoing development, direction, supervision and administration of central operations, organizational workforce planning, operational data analytics, quality assurance, and system-wide internal Physician Organization (PO) operational reviews. This position develops and provides recommendations and proposals related to organizational activities to include data reporting analytics related to access and provider productivity dashboards, workforce planning and analysis, capacity and resource utilization analytics, operational workflows, provider template management, time study reviews, clinical practice analysis and other activities as assigned. This position utilizes industry benchmarking standards to establish and monitor key performance indicators on practice, provider, and department activities. The Manager Central Practice Operations position provides exceptional customer service while maximizing operational performance metrics and initiatives by developing tools to assess utilization of organizational resources. In addition, this position is responsible for the review, acquisition, implementation, and monitoring of new technologies that are deployed throughout the organization. The position leads teams that assist with optimizing these technologies and driving value to the regional operators and patients. The Manager Central Practice Operations position is responsible for the efficient and effective organizational practice operations for both specialty and primary care practices and provides organizational-level problem resolution in compliance with sound business practices.

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

• 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, retention, and evaluation of employees in central operations department. Provides development and mentoring of staff. Meets or exceeds threshold goal for department turnover. Develops direct reports to perform these same functions.

• Provides leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures and 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. Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.

• Facilitates the promotion of teamwork within and between departments; participates and/or leads and facilitates department process improvements as needed.

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

• Evaluates clinic workflows in order to identify gaps and provide recommendations to maximize and/or standardize operational workflows in conjunction with operational leaders.

• Directs the implementation of organizational practice initiatives and programs that aid in the efficiency of overall practice operations. Accepts projects, assesses scope and bandwidth, assigns tasks and manages project from inception to completion. Utilizes effective change management skills to influence and educates key internal and external stakeholders.

SERVICE ESSENTIAL FUNCTIONS

• Plans and organizes day-to-day department operations, schedule and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible 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.

• Participate in leadership meetings and committees of the Physician Organization or Hospital. Leads efforts to create an environment of personalized service and engages our patients, staff, and physicians. Manages patient concerns towards service recovery.

• Develops and utilizes strategic tools and analytics to optimize resource utilization including, but not limited to, provider capacity and clinic room utilization.

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.

• Uses and optimizes information systems to enhance operations; supports entity-specific performance improvement and data management/analysis functions.

• 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. 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.).

• Responsible for central practice operations in terms of development of strategies for appropriate staffing levels, productivity, quality assurance, data analytics, and internal operational consulting services for the organization's central operations. Responsible for the development of/or recommendations related to systems, policies, procedures, and processes.

• Optimizes clinical operations and processes to ensure quality of care provided to patients. Provides consultation and direction to ensure departments, programs, and services are implemented in alignment with organizational goals and directives for patients to receive the highest level of care and service.

• Improves operations by analyzing results and variances, identifies trends and recommends actions.

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 central operations 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.

• Develops and conducts organizational and individual practice analysis on all clinic operational related areas such as utilization, revenue enhancement opportunities, and cost-reduction opportunities across all practices. Assists in monthly organizational reports for leadership highlighting variances. Assists with evaluating technologies and deploying them throughout the organization. Leads teams to manage and monitor applications to ensure they are optimized and being value to the organization.

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 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. 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 self and staff and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates My Development Plan (MDP) on an ongoing basis. Conducts conversations with staff on their development.

• Actively works with organizational and departmental staff and Physicians to ensure EPIC optimization, in addition to developing strategies to ensure patient satisfaction consistently meets or exceeds organizational goals. Develops departmental goals for increased productivity, improved efficiencies, and enhanced customer service. Regularly benchmarks performance measures to identify best practice and directs implementation of necessary changes.

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

• Bachelors Degree

• Master's degree preferred

WORK EXPERIENCE

• Five years in a healthcare/administrative capacity with two years of supervisory experience

• For HM applicants, four years HM experience with two years of progressively responsible leadership/project management experience; or a Houston Methodist Administration Fellow

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

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; 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

• Working knowledge of regulatory and state laws/regulations that apply to physician practices

• Advanced skills in tableau, power BI and EPIC

• Strong knowledge and understanding of business needs, with the ability to establish and maintain high level of customer trust and confidence

• Strong understanding of how to leverage business applications for competitive advantage

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* Yes

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

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Houston Methodist Specialty Physician Group - As one of the nation’s leading hospitals and academic medical centers Houston Methodist has brought together some of the nation’s leading experts in multiple specialties to serve our patients.  As part of Houston Methodist Specialty Physician Group (HMSPG), these specialists not only provide excellent clinical care, but are on the forefront of research, developing leading-edge technologies and treatments, and teaching the medical pioneers of tomorrow.  This combination of clinical service, research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care.  Established as a non-profit corporation and certified by the Texas State Board of Medical Examiners, HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.