Manager, Access and Scheduling - Katy, United States - Houston Methodist

Houston Methodist

Verified Company

Katy, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

At Houston Methodist, the Manager Access and Scheduling position is responsible for implementing and adhering to standardized processes and achieving the highest possible levels of service excellence, access, and patient satisfaction.

Accountability is placed on this position to ensure key metrics in the areas of quality, customer experience, associate engagement, and leadership effectiveness are achieved within the department.

The Manager Access and Scheduling position must possess experience in operations, physician/provider relations, strategic thinking, team building and process improvement.

Other key attributes for this position include strong leadership skills, superior influencing ability, broad perspective, and a partnership-based approach to relationships.

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: action readiness score, tier level.
Establishes staff accountability with special emphasis on patientcentric culture that promotes high level, crossfunctional team interactions, innovative vision, calculated risk taking and accountability for customer centered care.

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.
Utilizes key metrics and dashboards to optimize overall performance, including, but not limited to staffing, associate performance, call volume, abandonment rate, ring/no answer, appointments scheduled, and other outcomes as required by executive leadership. Must be able to present outcomes and areas of opportunity to required parties if necessary.
Solves for systemic issues by partnering with the appropriate crossfunctional teams within the organization. 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.

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.
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, and identifying solutions via collaboration