Senior Practice Manager-Department of Medicine

At Houston Methodist, the Senior Practice Manager position is responsible for independently managing and/or coordinating complex delivery of care within a large, multi-physician primary care, specialty, or multi-disciplinary practice. This position supervises the functions related to front desk, business transactions, clinical support services, compliance, safety and customer service and is responsible for maximizing revenue through efficient, effective and compliant procedure. The Senior Practice Manager position works collaboratively with clinic medical staff and with system-wide administrative and medical staff as needed. This position is committed to creating a culture of compassion, integrity, innovating thinking and leadership excellence.

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.

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.

SERVICE ESSENTIAL FUNCTIONS

Plans and organizes day-to-day 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/customer-based 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. First-line 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.

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.

Monitors self and employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance.

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.

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.

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 cost-effective patient care which is in concert with the philosophy of the Houston Methodist.

Monitors charge capture patient encounters and co-payment collections to ensure that appropriate procedures are adhered to and that accurate information is being collected and submitted.

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

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.

Proactively evaluates processes; recommends and implements action plan(s) for change; follows through to ensure effective, sustainable change.

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.

Manages and completes projects, as assigned, that builds on Houston Methodist's mission and business plan.

Contributes to the development of annual goals and objectives for the clinic/department.

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

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

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.

LICENSES AND CERTIFICATIONS - REQUIREDN/A

LICENSES AND CERTIFICATIONS - PREFERREDPractice Management Certification

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.

Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills.

Ability to work effectively in a fast paced environment.

Exceptional management skills to assess and make staffing changes depending on provider's schedule and patient volumes to maximize the provider's schedule.

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

SUPPLEMENTAL REQUIREMENTSWORK ATTIRE

Uniform No

Scrubs Yes

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.

TRAVEL****Travel specifications may vary by department**

May require travel within the Houston Metropolitan area Yes

May require travel outside Houston Metropolitan area Yes

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 inclusive of women, minorities, disabled persons and veterans.

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound.

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