Senior Practice Manager-Ear Nose Throat-Medical Center

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 organizations vision fulfills the mission and abides by the I CARE values

• Performs management responsibilities of selection scheduling supervision retention and evaluation of employees in the department. Provides development and mentoring of staff. Meets or exceeds threshold goal for department turnover. Develops direct reports to perform these same functions.

• 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 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 and promotes effective team dynamics and teambuilding strategies 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.

• Celebrates accomplishments providing opportunities for individual growth and personal support. Responds to employee concerns demonstrating active listening requesting and acknowledging feedback making equitable decisions providing rationale when appropriate and taking appropriate action ensuring that requests are handled in a swift manner to avoid interruption of services (such as patient flow or department/external communication). Assists staff with stress management practices.

• Plans and organizes daytoday department operations schedule and activities of the practice for staff physicians and associated physician extenders. 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/customerbased satisfaction through role modeling and fostering accountability. Serves and actively participates on various entity committees as a voice for the department.

• Serves as role model to staff reinforcing principles of service orientation and ensuring that the focus is always on improving patient care and/or service. Firstline contact for physicians and staff needing information or support regarding the daily operations of the practice. Effectively resolves patient satisfaction concerns complaints or conflict with patients families physicians and other interprofessional health care team members taking appropriate action and channeling concerns according to appropriate procedures.

• 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 entityspecific 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 peertopeer accountability reporting near misses and/or adverse events immediately 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 noncompliance (i.e. focal point review requirements disaster plan inservices influenza immunization wage and hour standard hours timely termination submission timely timecard approval etc..

• Monitors and analyzes the performance of the practice through verification and analysis of customer satisfaction systems financial reports and trends. Formulates an action plan to correct deviations to business plan and budget.

• Monitors key clinical operational indicators including quality metrics such as in basket utilization clinical close rate etc. Assesses current performance and develops action plans to achieve optimal performance.

• 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/patient care needs that reflect understanding of the importance of costeffectiveness.

• 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.

• Utilizes monitoring and trending data to provide appropriate costeffective patient care which is in concert with the philosophy of the Houston Methodist. Assures encounters are reviewed claims created and manages workflow dashboards.

• Monitors charge capture patient encounters and copayment collections to ensure that appropriate procedures are adhered to and that accurate information is being collected and submitted. Manages petty cash batches and deposits. Reconciles cash daily and keeps appropriate documentation and/or log.

• Assures accurate timekeeping and payroll for all department employees. Identifies and reduces incidental overtime. Manages all reporting and recordkeeping functions within their span of control.

• Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other departmentspecific 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 ones 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 the My Development plan on an ongoing basis. Conducts conversations with staff on their development.

• Manages and completes projects as assigned that builds on Houston Methodists mission and business plan and develops strategic planning & business planning processes and activities related to the longterm tactics and strategies.

• Contributes to the development of annual goals and objectives for the clinic/department. Assists staff in achieving these goals via training and appropriate resources.

• High School diploma or equivalent education (examples include: GED verification of homeschool equivalency partial or full completion of postsecondary education etc.

• Five years of clinical healthcare experience of which at least two years must have been in a managerial role; may consider HM employee with four years of clinical experience in relevant field with HM performance that demonstrates progressive leadership abilities

• N/A

• Practice Management Certification

• 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 coworkers 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 ones intentions and those of the organization

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

• Demonstrates leadership qualities and critical thinking through selfdirection 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

• Exceptional management skills to assess and make staffing changes depending on providers schedule and patient volumes to maximize the providers schedule

• Ability to problem solve in high stress environment with exceptional communication skills

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

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

ONCALL*
*Note that employees may be required to be oncall 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

Houston Methodist Specialty Physician Group As one of the nations leading hospitals and academic medical centers Houston Methodist has brought together some of the nations 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 leadingedge 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 nonprofit 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.