At Houston Methodist, the Practice Lead position is responsible for coordinating the daily functions and operations of the department/practice to include first-level escalation and direction of assigned support employees in the department/practice. In partnership with management, this position will ensure the department/practice is followed according to established standard operating procedures which includes ensuring all members of the team are providing unparalleled patient care and customer service in a timely, professional and safe manner. This position designs and monitors the workflow of the office/department to create the best environment for patients, providers, staff and management. In addition to performing the duties of the other office staff/representatives as needed, the Practice Lead position will provide necessary and ongoing training to staff to encourage productivity and support providers in delivering excellent patient care.

　　PEOPLE ESSENTIAL FUNCTIONS

　　Coordinates the daily department/practice operations, partnering with management, for providers and associated extenders, including patient appointments and/or surgical scheduling, and physician scheduling as needed. Ensures staff communicate professionally and effectively with all patients and visitors to ensure they are greeted and/or assisted in a timely manner.

　　Maintains office efficiency by planning and implementing changes within the office setting, including, but not limited to, organizing daily schedules and work activities and providing coverage to meet patient's needs.

　　Role models' healthy work relationships such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as preceptor, mentor, and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement.

　　SERVICE ESSENTIAL FUNCTIONS

　　Coordinates all department/practice activities such as day-to-day operations, daily work flow, staffing, on-site provider support, as well as facilitating provider meetings with representatives, as appropriate.

　　Investigates, as directed by management, to resolve and document resolution of patient complaints concerning provider care. Ensures that requests are handled in a swift manner to avoid interruption of services (such as patient flow or department/external communication). Keeps management informed of outcome.

　　Assists with arranging interpretations in all languages for healthcare providers and patients as needed. Initiates improvement of department/practice scores for patient satisfaction.

　　QUALITY/SAFETY ESSENTIAL FUNCTIONS

　　Under the direction of the management, assists with designing and implementing office policies by establishing standards and procedures, measuring results against metrics and making necessary adjustments.

　　Reports near misses and collaborates with the interprofessional health care team to improve patient safety, including, but not limited to reporting Patient Safety Net (PSN), assisting employees, as needed, to file Worker's Compensation Reports, incident reports and department safety plans regarding injections, disposing of needles, disinfecting compromised areas, etc.

　　Identifies and assesses issues and opportunities for improvement and implements changes following managerial review. Follows up on action items to ensure completion of assignments. Contributes towards improving department/practice quality and safety scores.

　　FINANCE ESSENTIAL FUNCTIONS

　　Under the guidance of management, uses sound judgement and fiscal responsibility for the department/practice, including timely purchasing of supplies, inventory control and monthly account management. Attains financial objectives by maintaining an annual budget, scheduling expenditures, analyzing variances and initiating corrective changes as obligatory.

　　In collaboration with the management, monitors the revenue cycle for reimbursement, adjustment and denial trends.

　　Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Utilizes time efficiently and helps other team members.

　　GROWTH/INNOVATION ESSENTIAL FUNCTIONS

　　Partners with management in strategic planning for the department/practice regarding operation and growth issues.

　　Identifies training opportunities for the staff and discusses improvement plans with the Operations/Practice management.

　　Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.

　　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.)

　　Associates degree preferred

　　WORK EXPERIENCE

　　Five years of health care or clerical support experience, preferably in a provider practiceLICENSES AND CERTIFICATIONS - REQUIRED

　　N/AKNOWLEDGE, 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 with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

　　Conducts self in a professional manner at all times

　　Strong analytical skills

　　Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment

　　Well-developed skills using independent judgment

　　Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities

　　Ability to work with peers in a team situation

　　Very strong organization skills and detail-oriented nature

　　Ability to manage resources and coordinate across areas and cross-functionally

　　Professional handling of exposure to confidential/sensitive information

　　Proficient in computer skills for documentation

　　Electronic Medical Record system proficient

　　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* NoTRAVEL**

　　Travel specifications may vary by department

　　May require travel within the Houston Metropolitan area Yes

　　May require travel outside Houston Metropolitan area No

　　Company Profile:

　　At Houston Methodist Primary Care Group, we have brought together primary care providers to help patients manage their overall health and serve as a crucial member of the health care team. As part of the Houston Methodist system of hospitals, patients have efficient access to specialty and hospital services whenever the need arises. With more than 150 primary care providers at more than 40 locations across Houston, our providers are committed to providing the right care at the right time in convenient locations throughout the Houston area.

　　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. 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.

　　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.