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Houston Methodist Manager Clinical Operations-MPO Clinical OPS-Bellaire in Bellaire, Texas

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 high-quality, cost-effective 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.

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 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.

  • 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 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, 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 non-compliance (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 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.

  • 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 department-specific 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 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 on an on-going basis. Conducts conversations with staff on their development.

  • Leads efforts in the development of objectives and long-range 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 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

  • Bachelor's 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

  • RN-Temp - 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 on-going 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

  • Must be able to travel to various satellite practice locations

  • Skilled at managing multiple projects with conflicting priorities

  • Extremely well-organized 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

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* 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

Company Profile:

Houston Methodist Specialty Physician Group is an integral part of Houston Methodist’s overall strategy to become one of the nation’s leading academic medical centers. Established as a nonprofit corporation certified by the Texas State Board of Medical Examiners, the Specialty Physician Group enables physicians to maintain autonomy with respect to clinical practice while growing their practice within an academic environment.

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.

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