Job Summary

JOB SUMMARY
At Houston Methodist, the Manager Call Center position is responsible for the team supporting customer service functions, including the optimization of workflow and processes to resolve patient, guarantor, or patient representative inquiries, while ensuring department staff deliver a top-tier patient experience. This position is responsible for monitoring and improving metrics and measures, including but not limited to, abandonment rates, wait times and patient satisfaction. This position will also evaluate and make recommendations to streamline processes that will positively impact the department and organization.

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.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS
o 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.
o Focuses on patient/customer safety
o Delivers personalized service using HM Service Standards
o Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
o Intentionally rounds with patients/customers to ensure their needs are being met
o Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 20%
1. 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.
2. 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.
3. Facilitates and promotes effective team dynamics and teambuilding strategies within and between departments; participates and/or leads and facilitates department process improvements as needed.
4. Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators: action readiness score, tier level.
5. Leads regular department meetings to help identify trends impacting performance and facilitate cross-training between staff.

SERVICE - 20%
1. 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.
2. 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.
3. Facilitates a service-oriented and resolution-minded culture. Demonstrates the ability to deliver a top-tier experience to patients, guarantors, patient representatives, and internal stakeholders.
4. Leverages knowledge of vendor and technology systems that play a role in the patient experience to resolve customer concerns more efficiently.
5. Provides feedback to department and other areas outside of the department when process improvement opportunities are identified through customer interactions.

QUALITY/SAFETY - 20%
1. Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines.
2. Uses and optimizes information systems to enhance operations; supports entity-specific performance improvement and data management/analysis functions.
3. Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, and identifying solutions via collaboration. Adopts lean principles in driving process improvements. Role models situational awareness, using teachable moments to improve safety.
4. 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.).
5. Ensures protection of private health and personal information. Adheres to all HIPAA regulations. Ensures staff receive regular training on HIPAA regulations, federal and state collection laws, and soft skills.
6. Prioritizes assignments in an effective manner and organizes projects from idea phase to full implementation.
7. Manages operations to improve metrics, providing feedback to areas causing manual and/or re-work. Holds staff accountable for meeting and exceeding quality standards and goals with a focus on both the patient experience and stakeholder needs.

FINANCE - 20%
1. 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 needs that reflect understanding of the importance of cost-effectiveness.
2.

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. 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.