Director of Operations

Director Operations

At Houston Methodist, the Director Operations position is responsible for multiple functional departments as assigned, as well as the development and implementation of strategic business plans for the continued growth of hospital services. This position works with hospital leadership to support the strategy of departments of indirect oversight, as well as having direct oversight of assigned departments and / or service line(s), to include supporting them in budgeting, staffing, and policy and procedure implementation. The Director Operations position provides leadership and direction to direct / indirect reports and other clients and is responsible for ensuring projects and tasks are completed on schedule. This position collaborates with physicians, nursing, ancillary, support, and administrative leadership and system partners to ensure achievement of organizational goals. The Director position responsibilities include overseeing the activities of the department staff, ensuring quality, productivity, functional excellence, and efficiency to accomplish strategic and operational objectives. In addition, this position is accountable for employee engagement, adequate staffing levels, budget development and compliance, staffing decisions such as hiring and terminating employment, coaching and counseling employees on work-related performance, and developing and implementing policies and procedures to ensure a safe and effective work environment. This position also ensures training, monitoring, and operations initiatives are implemented which secure compliance with ethical and legal business practices and accreditation / regulatory / government regulations.

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.

Provides 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.

Practices the Caring and Serving Model

Delivers personalized service using HM Service Standards

Provides for exceptional patient / customer experiences by following our Standards of Practice of always using positive language (AIDET, Managing Up, Key Words)

Intentionally collaborates with other healthcare professionals involved in patients / customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

Involves patients (customers) in shift / handoff reports by enabling their participation in their plan of care as applicable to the given job.

Actively supports the organization's vision, fulfills the mission and abides by the I CARE values.

Responsibilities

Directs, develops and implements strategic and operational / high-level projects and processes either through independent / highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.

Oversees management of and ensures development for staff to meet overall objectives in terms of quality, service, and cost effectiveness. Provides timely guidance and feedback to help others strengthen specific knowledge / skill areas needed to accomplish a task or solve a problem. Directs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees.

Meets or exceeds threshold goal for department turnover and / or system metrics on employee engagement indicators.

Provides 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.

Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals. Drives the promotion of teamwork within and between departments; participates and / or leads and facilitates department process improvements as needed.

Directs, delegates and oversees work efforts for multiple functional areas of operations in terms of appropriate staffing levels, schedules, performance evaluations, and supply maintenance.

Oversees department operations, designated projects, schedules, and activities as needed to ensure that goals or objectives are accomplished within the prescribed time frame. 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.

Independently seeks opportunities to identify and streamline inefficiencies in assigned areas through action plans and follow-up with leaders as appropriate. Assesses trends for assigned departments and recommends initiatives that further support the growth and development of those areas.

Ensures a safe and effective working environment; monitors and / or revises the department safety plan and / or any specific accreditation / regulatory required safety guidelines. Responsible for staff maintenance of credentials and competencies, per accrediting / licensing agency and / or department guidelines as applicable.

Employs a proactive approach in the optimization of safe outcomes and information systems by monitoring and improving the department workflow and enhancing operations, using peer-to-peer accountability and identifying solutions via collaboration. Implements process improvements utilizing tools such as lean principles. Role models situational awareness, using teachable moments to improve safety.

Responsible for employee compliance to policies and procedures and performs associated actions upon non-compliance (i.e., licensure / certification compliance, focal point review requirements, disaster plan, in-services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).

Conducts analysis on all department(s)-related areas such as utilization, patient satisfaction, revenue-enhancement opportunities, and cost-reduction opportunities and implements accordingly.

Develops and manages department operational and capital budgets, approvals, and ongoing maintenance of the department(s), ensuring operation in a cost-effective manner. Proactively identifies and plans for capital needs related to current equipment and future department projects. Ensures staffing plans and schedules meet department needs that reflect understanding of the importance of cost-effectiveness.

Creates department strategies to achieve financial target and staffing needs, through optimizing productivity, supply / resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.

Identifies and implements innovative solutions for practice or workflow changes to improve department, entity, or system operations by leading unit projects and / or other department / system-directed activities. Proactively leads task forces and committees. May represent HM at assigned community or professional organization meetings.

Drives 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. Partners effectively with stakeholders as appropriate.

Ensures own career discussions occur with appropriate management. Completes and updates the My Development plan on an ongoing basis. Conducts conversations with staff on their development.

Manages and completes projects as assigned leadership that builds on Houston Methodist's mission and business plan and develops strategic planning & business planning processes and activities related to the long-term tactics and strategies.

Develops initiatives with appropriate hospital leadership and responsible for implementing strategies in line with the hospital's overall strategic plan.

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.

Qualifications

Master's degree, e.g. Healthcare Administration (MHA), Master Business Administration (MBA)

Six years of progressively responsible leadership experience in applicable field, at least four must have been in management role

License / Certification

LICENSES AND CERTIFICATIONS - REQUIRED

N / A

LICENSES AND CERTIFICATIONS - PREFERRED

Fellow of American College of Healthcare Executives (ACHE)

KSA / Supplemental Data

KNOWLEDGE, 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 about activities impacting patient or employee safety or security

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