Houston Methodist
Director Access and Scheduling
Houston Methodist, Houston, Texas, United States, 77246
At Houston Methodist, the Director Access and Scheduling position is responsible for providing visible and proactive leadership to staff, management, internal partners, leaders, and departments as well as other key stakeholders across the organization.This role is responsible for contact center operations, including but not limited to referral management, access and scheduling operations to support patient access initiatives and support patient growth and retention. This position champions efforts that improve processes and achieve the highest possible levels of customer experience, access and satisfaction. Significant accountability is placed on ensuring key metrics in the areas of quality, customer satisfaction, associate engagement and leadership effectiveness are achieved.
The Director position responsibilities include overseeing the activities of the department staff, ensuring quality, productivity, functional excellence and efficiency to accomplish strategic and operational objectives. In addition, this position is accountable foremployee engagement, adequate staffing levels, budget development and compliance, staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and developing and implementing policies and procedures to ensure a safe and effective work environment. This position also ensures training, monitoring and operations initiatives are implemented which secure compliance with ethical and legal business practices and accreditation/regulatory/government regulations.
PEOPLE ESSENTIAL FUNCTIONSDirects, develops and implements strategic and operational/high level projects and processes either through independent/highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.Oversees management of and ensures development for staff to meet overall objectives in terms of quality, service and cost effectiveness. Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. Directs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees.Meets or exceeds threshold goal for department turnover and/or system metrics on employee engagement indicators.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.Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals. Drives the promotion of teamwork within and between departments; participates and/or leads and facilitates department process improvements as needed.
SERVICE ESSENTIAL FUNCTIONSOversees department operations, designated projects, schedules and activities as needed to ensure that goals or objectives are accomplished within the prescribed time frame. 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.Solves for systemic issues by partnering with the appropriate cross-functional teams within the company. Continually seeks to identify opportunities to collaborate and enhance efficiencies within the scheduling and referral process that result in a convenient, coordinated, and efficient experience for providers. Takes personal ownership to resolve customer service issues with the highest degree of integrity, discretion and urgency.Monitors and reports key performance indicators related to access strategies while exceeding provider expectations. Implements actionable strategies to maintain results with emphasis on creating a positive patient experience.
QUALITY/SAFETY ESSENTIAL FUNCTIONSEnsures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines. Responsible for staff maintenance of credentials and competencies, per accrediting/ licensing agency and/or department guidelines as applicable.Employs a proactive approach in the optimization of safe outcomes and information systems by monitoring and improving the department workflow and enhancing operations, using peer-to-peer accountability and identifying solutions via collaboration. Implements process improvements utilizing tools such as lean principles. Role models situational awareness, using teachable moments to improve safety.Responsible for employee compliance to policies and procedures and performs associated actions upon non-compliance (i.e., licensure/certification compliance, focal point review requirements, disaster plan, in-services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).Generates, analyzes and manages Manager and Agent Scorecards. Audits people, process and systems to ensure a high level of quality throughout the market. Performance metrics include call efficiency, low abandonment rate, high conversion rates and completed referrals.
FINANCE ESSENTIAL FUNCTIONSDevelops and manages department operational and capital budgets, approvals, and ongoing maintenance of the department(s), ensuring operation in a cost-effective manner. Proactively identifies and plans for capital needs related to current equipment and future department projects. Ensures staffing plans and schedules meet department needs that reflect understanding of the importance of cost- effectiveness.Creates department strategies to achieve financial target and staffing needs, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Identifies and implements innovative solutions for practice or workflow changes to improve department, entity or system operations by leading unit projects and/or other department/ system-directed activities. Proactively leads task forces and committees. May represent HM at assigned community or professional organization meetings.Drives 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. Partners effectively with stakeholders as appropriate.Ensures own career discussions occur with appropriate management. Completes and updates My Development Plan (MDP) on an on-going basis. Conducts conversations with staff on their development and MDP.Optimizes access and scheduling systems by developing customers interaction and voice response systems and voice networks; designing user interfaces; developing and executing user acceptance test plans; and planning and controlling implementations.Determines the access and scheduling operational strategies by conducting need assessments, reviewing capacity plans, and estimating cost/benefits; identifying and evaluating state of the art technologies, defining user requirements; establishing technical specifications, and contributing information and analysis to organizational strategic plans and reviews. Makes recommendations on areas of improvement.
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.EDUCATIONMaster's degree in healthcare administration, business administration, or related area
WORK EXPERIENCESeven years of experience in operations managing people and leading teamsExperience in strategic planning, physician/provider relations, process improvement and operational efficiency
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The Director position responsibilities include overseeing the activities of the department staff, ensuring quality, productivity, functional excellence and efficiency to accomplish strategic and operational objectives. In addition, this position is accountable foremployee engagement, adequate staffing levels, budget development and compliance, staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and developing and implementing policies and procedures to ensure a safe and effective work environment. This position also ensures training, monitoring and operations initiatives are implemented which secure compliance with ethical and legal business practices and accreditation/regulatory/government regulations.
PEOPLE ESSENTIAL FUNCTIONSDirects, develops and implements strategic and operational/high level projects and processes either through independent/highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.Oversees management of and ensures development for staff to meet overall objectives in terms of quality, service and cost effectiveness. Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. Directs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees.Meets or exceeds threshold goal for department turnover and/or system metrics on employee engagement indicators.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.Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals. Drives the promotion of teamwork within and between departments; participates and/or leads and facilitates department process improvements as needed.
SERVICE ESSENTIAL FUNCTIONSOversees department operations, designated projects, schedules and activities as needed to ensure that goals or objectives are accomplished within the prescribed time frame. 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.Solves for systemic issues by partnering with the appropriate cross-functional teams within the company. Continually seeks to identify opportunities to collaborate and enhance efficiencies within the scheduling and referral process that result in a convenient, coordinated, and efficient experience for providers. Takes personal ownership to resolve customer service issues with the highest degree of integrity, discretion and urgency.Monitors and reports key performance indicators related to access strategies while exceeding provider expectations. Implements actionable strategies to maintain results with emphasis on creating a positive patient experience.
QUALITY/SAFETY ESSENTIAL FUNCTIONSEnsures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines. Responsible for staff maintenance of credentials and competencies, per accrediting/ licensing agency and/or department guidelines as applicable.Employs a proactive approach in the optimization of safe outcomes and information systems by monitoring and improving the department workflow and enhancing operations, using peer-to-peer accountability and identifying solutions via collaboration. Implements process improvements utilizing tools such as lean principles. Role models situational awareness, using teachable moments to improve safety.Responsible for employee compliance to policies and procedures and performs associated actions upon non-compliance (i.e., licensure/certification compliance, focal point review requirements, disaster plan, in-services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).Generates, analyzes and manages Manager and Agent Scorecards. Audits people, process and systems to ensure a high level of quality throughout the market. Performance metrics include call efficiency, low abandonment rate, high conversion rates and completed referrals.
FINANCE ESSENTIAL FUNCTIONSDevelops and manages department operational and capital budgets, approvals, and ongoing maintenance of the department(s), ensuring operation in a cost-effective manner. Proactively identifies and plans for capital needs related to current equipment and future department projects. Ensures staffing plans and schedules meet department needs that reflect understanding of the importance of cost- effectiveness.Creates department strategies to achieve financial target and staffing needs, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Identifies and implements innovative solutions for practice or workflow changes to improve department, entity or system operations by leading unit projects and/or other department/ system-directed activities. Proactively leads task forces and committees. May represent HM at assigned community or professional organization meetings.Drives 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. Partners effectively with stakeholders as appropriate.Ensures own career discussions occur with appropriate management. Completes and updates My Development Plan (MDP) on an on-going basis. Conducts conversations with staff on their development and MDP.Optimizes access and scheduling systems by developing customers interaction and voice response systems and voice networks; designing user interfaces; developing and executing user acceptance test plans; and planning and controlling implementations.Determines the access and scheduling operational strategies by conducting need assessments, reviewing capacity plans, and estimating cost/benefits; identifying and evaluating state of the art technologies, defining user requirements; establishing technical specifications, and contributing information and analysis to organizational strategic plans and reviews. Makes recommendations on areas of improvement.
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.EDUCATIONMaster's degree in healthcare administration, business administration, or related area
WORK EXPERIENCESeven years of experience in operations managing people and leading teamsExperience in strategic planning, physician/provider relations, process improvement and operational efficiency
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