This position will oversee both Workforce Management (WFM) and our Call Center Optimization (CCO) team within System Access. We are looking for a strong operational leader who can blend workforce strategy, contact center optimization, analytics, and process improvement within a large contact center environment supporting 400+ agents. In addition to technical and operational expertise, we are looking for someone who can operate strategically, communicate effectively with leadership, and partner across operational teams to improve workflows, optimize staffing models, and support enterprise initiatives.
Key experience we are targeting includes:
o Contact center operations leadership
o Workforce management (forecasting, staffing, scheduling, adherence, shrinkage)
o Operational/process improvement
o Call routing and IVR optimization
o Data analytics and KPI management
o Cross-functional stakeholder management
At Houston Methodist, the Manager Operations Integration position is responsible for the management planning, development, budget, and other administrative activities of the Operations Integration department. Under the general direction of the director, and in collaboration with unit management, this position is responsible for oversight of the human resources, fiscal resources, systems, and support necessary to assist the hospital in achieving operational goals. Provides analytical and specialized administrative support for the organization. The Manager Operations Integration position demonstrates leadership qualities and critical thinking through self-direction, initiative, effective interpersonal skills and oral/written communication skills.
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.
FLSA STATUS
Exempt
QUALIFICATIONS
EDUCATION
Bachelor's degree
EXPERIENCE
Five years of progressively responsible staff experience within applicable field
May consider HM employee with one year less experience who demonstrates progressive leadership abilities
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; engages the recipient(s) and helps them understand and retain the message
Demonstrates the ability to interact with others in a way that gives them confidence in one's intentions and those of the organization
Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one's own behavior to accommodate tasks, situations and individuals involved
Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills
Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences
Ability to work effectively in a fast paced environment
Demonstrates flexibility and adaptability in the workplace
ESSENTIAL FUNCTIONS
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.
SERVICE ESSENTIAL FUNCTIONS
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
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
Identifies and recommends opportunities for improvement and business development in accordance with hospital leadership
Assesses, organizes, conducts, and completes projects in support of the hospital related to labor productivity, budget accountability, quality measurements and human resource data
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 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, and identifying solutions via collaboration. Adopts lean principles in driving process improvements. Role models situational awareness, using teachable moments to improve safety
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, in services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.)
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. Develops staffing plans and schedules to meet department needs that reflect understanding of the importance of cost-effectiveness
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
Works with operations management to understand the relationship between the unit operations and the resulting financial performance. Acts as a resource to management on interpretation of labor productivity and staffing data
Collaborates with unit management to prepare variance analysis with regard to operating expenses and assists with development of corrective actions as appropriate
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 activities. Supports 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
Proactively evaluates processes; recommends and implements action plan(s) for change; follows through to ensure effective, sustainable change. Participates in the development and implementation of new procedures and the review and revision of existing procedures
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. Ensures own career discussions occur with appropriate management. Completes and updates My Development plan on an on-going basis. Conducts conversations with staff on their development
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 No
May require travel outside Houston Metropolitan area No
QUALIFICATIONS
EDUCATION
Bachelor's degree
EXPERIENCE
Five years of progressively responsible staff experience within applicable field
May consider HM employee with one year less experience who demonstrates progressive leadership abilities
Company Profile:
Houston Methodist is one of the nation's leading health systems and academic medical centers. The health system consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the Texas Medical Center, seven community hospitals and one long-term acute care hospital throughout the Greater Houston metropolitan area. Houston Methodist also includes a research institute; a comprehensive residency program; international patient services; freestanding comprehensive care clinics, emergency care and imaging centers; and outpatient facilities. Come lead with us!
Houston Methodist is an Equal Opportunity Employer.
