Practice Lead - Central Scheduling (Katy)

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

• Coordinates the daily department/practice operations partnering with management for providers and associated extenders including patient appointments and/or surgical scheduling and physician scheduling as needed. Ensures staff communicate professionally and effectively with all patients and visitors to ensure they are greeted and/or assisted in a timely manner.

• Maintains office efficiency by planning and implementing changes within the office setting including but not limited to organizing daily schedules and work activities and providing coverage to meet patients needs.

• Role models healthy work relationships such as mitigation of conflict leading problemsolving and resolution efforts. Serves as preceptor mentor and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement.

• Coordinates all department/practice activities such as daytoday operations daily work flow staffing onsite provider support as well as facilitating provider meetings with representatives as appropriate.

• Investigates as directed by management to resolve and document resolution of patient complaints concerning provider care. Ensures that requests are handled in a swift manner to avoid interruption of services (such as patient flow or department/external communication). Keeps management informed of outcome.

• Assists with arranging interpretations in all languages for healthcare providers and patients as needed. Initiates improvement of department/practice scores for patient satisfaction.

• Under the direction of the management assists with designing and implementing office policies by establishing standards and procedures measuring results against metrics and making necessary adjustments.

• Reports near misses and collaborates with the interprofessional health care team to improve patient safety including but not limited to reporting Patient Safety Net (PSN) assisting employees as needed to file Workers Compensation Reports incident reports and department safety plans regarding injections disposing of needles disinfecting compromised areas etc.

• Identifies and assesses issues and opportunities for improvement and implements changes following managerial review. Follows up on action items to ensure completion of assignments. Contributes towards improving department/practice quality and safety scores.

• Under the guidance of management uses sound judgement and fiscal responsibility for the department/practice including timely purchasing of supplies inventory control and monthly account management. Attains financial objectives by maintaining an annual budget scheduling expenditures analyzing variances and initiating corrective changes as obligatory.

• In collaboration with the management monitors the revenue cycle for reimbursement adjustment and denial trends.

• Selfmotivated to independently manage time effectively and prioritize daily tasks minimizing team incidental overtime. Utilizes time efficiently and helps other team members.

• Partners with management in strategic planning for the department/practice regarding operation and growth issues.

• Identifies training opportunities for the staff and discusses improvement plans with the Operations/Practice management.

• Completes and updates the My Development Plan on an ongoing basis. Ensures own career discussions occur with appropriate management.

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

• Associates degree preferred

• Five years of health care or clerical support experience preferably in a provider practice

• N/A

• 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 with patients physicians family members and coworkers in a manner consistent with a customer service focus and application of positive language principles

• Conducts self in a professional manner at all times

• Strong analytical skills

• Demonstrates a learning attitude toward solving problems using good reasoning and judgment in a high stress environment

• Welldeveloped skills using independent judgment

• Demonstrates a positive demeanor good verbal and written communication skills and strong multitasking abilities

• Ability to work with peers in a team situation

• Very strong organization skills and detailoriented nature

• Ability to manage resources and coordinate across areas and crossfunctionally

• Professional handling of exposure to confidential/sensitive information

• Proficient in computer skills for documentation

• Electronic Medical Record system proficient

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 (HM) is one of the nations leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital its flagship academic hospital in the heart of the Texas Medical Center and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute a comprehensive residency program a global business division numerous physician practices and several freestanding emergency rooms and outpatient facilities. Overall HM employs over 25000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

In 2019 Houston Methodist and its physicians treat more than 6333 international patients from more than 76 countries. Houston Methodist Global Health Care Services consulting and education divisions also provide advisory services and training and development to health care organizations around the world.