Manager Clinical Operations-Professional Development Physician Organization-Bellaire

At Houston Methodist the Manager Clinical Operations position is responsible for providing clinical expertise and serves as a resource to the organization through educational programs quality improvement projects and special projects. This position ensures highquality costeffective services and responsive interface among various departments and facilities as it pertains to patient safety education nurse triage and clinical quality. The Manager Clinical Operations position is responsible for maintaining high quality care as per the standards of all applicable state and federal regulatory agencies. This position will work in collaboration with Clinical Financial Operational roles and interdisciplinary workgroups to identify and drive synergistic opportunities across the organization to effectively address patient safety quality education and nurse triage needs. The Manager Clinical Operations position works alongside physicians clinic leadership and a variety of staff members to provide unparalleled care and customer service to patients while promoting HMH ICARE Values and Service Pride Standards.

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 organizations 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 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.

• Attends educational sessions related to guidelines best practice etc. Serves as resource and expert for clinical quality measure sets on multidisciplinary performance improvement teams. Communicates important changes to administration medical staff and other healthcare providers in timely manner to allow for necessary system changes.

• Performs the functions of a Registered Nurse as needed assists physicians as directed; provides professional nursing assessment identifies and performs nursing care which requires complex and professional assessment.

• Assists in educating system entities on triage nursing protocols and addresses NT Access issues/ concerns. Works with Contact Center PO Leadership Physicians and Staff to ensure consistent nurse triage practices and access compliance amongst entities. Collaborates with Contact Center PO Departments System Entities and other sending facilities to ensure department processes are effective and serve the intended access objectives for all customers.

SERVICE ESSENTIAL FUNCTIONS

• Plans and organizes daytoday 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/customerbased satisfaction through role modeling and fostering accountability. Serves and actively participates on various entity committees as a voice for the department.

• Assists in educating system entities on triage nursing protocols and addresses NT Access issues/ concerns. Works with Contact Center PO Leadership Physicians and Staff to ensure consistent nurse triage practices and access compliance amongst entities.

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 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..

• Develops implements and maintains Patient Safety Education and Quality Enhancement Programs.

• Optimizes operations to provide quality care and customer service to patients maintaining excellent threshold of patient satisfaction scores.

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/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.

• Prepares various weekly/monthly/ad hoc reports for the Director of Clinical Operations; develops policies and procedures for clinical operations specific to the Physician Organization in cooperation with leadership ensuring compliance.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• 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 My Development plan on an ongoing basis. Conducts conversations with staff on their development.

• Leads efforts in the development of objectives and longrange strategic plans in cooperation with management; develops implements and coordinates new programs / procedures to generate revenue and support staff development.

This job description is not intended to be allinclusive; 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 in Nursing

WORK EXPERIENCE

• Five years of experience within the field of which one year must have been in a managerial role in healthcare; for internals four years of experience in relevant field with HM performance that demonstrates leadership abilities

• Three years of RN experience in acute care or ambulatory environment; experience in clinical management preferred.

LICENSES AND CERTIFICATIONS REQUIRED

• RN Registered Nurse Texas State Licensure and/or Compact State Licensure within 60 days OR
• RNTemp Registered Nurse Temporary State Licensure within 60 days

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 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

• Must be able to travel to various satellite practice locations

• Skilled at managing multiple projects with conflicting priorities

• Extremely wellorganized and detail oriented

• Excellent interpersonal skills required to deal with diverse physicians and staff

• Excellent oral and written communication skills required

• Proficient in MS Office and Excel

• Ability to use clinical information systems

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• 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* No

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 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.

This role will oversee the PO Clincial Education Team.

• Teaching Experience Preferred