Patient Experience Program Manager - Physician Organization (Bellaire)

Come lead with us at Houston Methodist Specialty Physician Group

At Houston Methodist, the Program Manager position is responsible for comprehensive program management, including coordinating work and administrative support, for programs and is accountable for performance. This position will execute strategies while managing relationships internally with hospital leadership and externally with clients, partners and vendors. Success in the Program Manager position includes partnering with key operations stakeholders to design and successfully execute program elements that ensure leadership engagement of the strategy. This position focuses on the development of a strong network of internal stakeholders that will contribute to and drive the achievement of strategic goals. The Program Manager position works independently and collaboratively to proactively identify problems and creative solutions to address requirements and partnering with vendors in assigned areas of responsibility on data, process solutions, and advisement. This position is responsible for various administrative and operational functions, and financial stewardship while providing education and technical expertise related to the program for successful implementation and sustainability.

FLSA STATUS

Exempt

QUALIFICATIONS

EDUCATION

• Bachelor’s degree in business, healthcare administration, clinical or related field OR Master’s degree combined with HM Fellow
  
  

EXPERIENCE

• Three years of experience related to business or healthcare administration; may consider HM employee with two years of experience who demonstrates progressive responsibilities
  
  

LICENSES AND CERTIFICATIONS

Preferred

• Registered and/or certified professional in area of expertise preferred
  
  

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 concerning activities impacting patient or employee safety or security.
• Demonstrated initiative in managing projects and communication with stakeholders.
• Ability to effectively communicate with patients, physicians, family members, and co-workers in a manner consistent with a customer service focus and application of positive language principles.
• Ability to lead meetings, conversations and present with authority
• Ability to work under pressure and balance many competing priorities
• Ability to multi-task and work in an organized manner
• Ability to uphold confidential and sensitive information
• Proficiency in relevant software programs such as MS Outlook, Word, Excel, and PowerPoint
• Strong judgment and decision-making ability, with analytical and critical thinking skills; understands when to escalate issues
• Ability to engage and be open to ideas offered by others; works collaboratively, and contributes to the dialogue
• Effective and influential oral and written communication and presentation skills when working with physician leadership, administrators and peers and a variety of audiences
• Ability to work autonomously on multiple tactical and strategic initiatives
• Strategic thinker that demonstrates innovation and creativity in program management
  
  

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Works creatively and analytically in a problem-solving environment fostering teamwork, innovation, and excellence. Actively leads program meetings, providing meaningful contributions that drive decision-making and clearly identifies next steps. Works cross-departmentally to achieve innovative and actionable outcomes.
• Leads program strategies with key stakeholders and others to ensure department timelines, deliverables, and budgets are met. Serves as a primary resource/subject matter expert and a key liaison to councils and professional groups.
• Facilitates communication with authority to individuals and groups in a manner that engages and helps them understand and retain information.
• Recommends opportunities for improvement of department/program score for turnover/retention/employee engagement.
  
  

SERVICE ESSENTIAL FUNCTIONS

• Collaborates with colleagues, peers, and other stakeholders to improve the effectiveness and efficiency of programs. Regularly communicates with customers/clients to arrange meetings, confirm program schedules and discuss any program problems, ensuring that customers/clients are regularly informed on the status.
• Implements change management strategies to ensure successful execution of the program and to improve targeted outcomes. Obtains buy-in to change efforts.
• Partners with management to evaluate the implementation and effectiveness of the assigned program, monitors progress and achievement of objectives and identifies corrective actions as indicated. Provides leadership with decision support needed to make informed strategic decisions and drive improved outcomes for the patient experience.
  
  

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Operationalizes strategic plans with timely execution of deliverables. Tracks the status and coordinates deadlines, identifying potential barriers to progression and implementing solutions/resolutions. Follows up on action items necessary to ensure completion of assignments.
• Implements a plan for launching programmatic elements within the focus area, providing support in planning and organizing cross-functional unit activities and committees. Drives strategy and ensures the success of programs and/or assigned sponsorships/events.
• Participates in internal committees and task forces as assigned, ensuring that critical objectives are clearly explained, and action items are appropriately delegated.
• Identifies key measures to periodically assess outcomes and metrics and continuously improves training to drive improved outcomes for the patient and/or employee experience.
  
  

FINANCE ESSENTIAL FUNCTIONS

• Effectively manages the scope, schedule, and budget of assigned programs. Tracks year-to-year trends and identifies opportunities for financial improvement. Monitors the success of the program, engagement strategies, and budget, identifying cost-saving and waste-elimination opportunities.
• Maintains interdepartmental accountability for issues that impact the financial feasibility of the program. Forecasts potential schedule delays and develops alternate plans. Provides timely submission of invoices; tracks and adheres to budgetary objectives for assigned projects.
  
  

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Serves as part of an inter-professional team that creates and executes mission-driven events. Proactively and independently problem solves when challenges present themselves. Completes and updates the My Development plan on an ongoing basis. Ensures own career discussions occur with appropriate management.
• Assists in leading the development of outreach and communications strategies and plans, including assessing needs and opportunities and developing strategies and implementation plans relating to all external outreach, marketing, and communications within the scope of the role.
  
  

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 Yes
  
  

Preferred

• Registered and/or certified professional in area of expertise preferred
  
  

Houston Methodist is an Equal Opportunity Employer.