Senior Consultant - System Patient Experience

JOB SUMMARY

At Houston Methodist, the Senior Consultant position is responsible for strategic growth and development efforts as well as instituting operational efficiencies across the Houston Methodist system. This position within System Patient Experience Operations will focus on developing training materials for service excellence within our organization, including conducting focus groups with clinicians and employees, developing instructional design materials, and helping to teach employees and leaders about service excellence and enhancing communication skills with patients and families. This position will include projects and initiatives that fundamentally impact the way Houston Methodist operates across our system including hospital & clinic operations, corporate & system level processes and standardization of both internal and patient-facing processes. The Senior Consultant position conveys innovative thought leadership and support for key initiatives by data analysis, process improvement and recommendations to support strategic initiatives. This position builds and implements operational and change management plans with Executive Leadership team. The Senior Consultant position plans, directs, and coordinates strategic initiatives to ensure that goals and objectives are accomplished within prescribed time frame, requirements and ROI. The position requires a vision for the future of health care and expertise in efficient and effective system processes and professional development.

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

1. Drives change management within their scope of work by effectively communicating key information to stakeholders' thereby driving accountability to timelines, objectives and managing customer expectations. (EF)
2. Partners with service line managers to develop work plan, duties, responsibilities and scope of authority. (EF)

SERVICE - 20%

1. Plans and organizes all aspects of the project life cycle including - definition of scope, objectives, compliance and governance. (EF)
2. Overall responsibility for the planning and management of internal consulting initiatives and ensure project documentation compliance with standards. (EF)
3. Reviews and assesses the resources demand vs. capacity assignments to forecast for future resource needs. Provides analysis and recommendations to management, client and/or others. (EF)

QUALITY/SAFETY - 20%

1. Responsible for strategic system optimization initiatives, including planning, organizing, directing, and evaluating program. (EF)
2. Establishes and maintains a relationship with Internal Audit and Business Practices to ensure adherence to all State and Federal regulations and to gain input on risks and mitigation plans. (EF)
3. Maintains and adheres to the team standards and procedures, providing continual improvement to the overall project life cycle process, business cases, timelines, scheduling and scoping templates. Supports system standardization of key business and operational processes to improve operational, financial and patient outcomes. (EF)
4. Oversees and develops methodology to ensure compliance to all regulations and policies directly connected to assigned initiatives. (EF)

FINANCE - 20%

1. Drives project performance to expected financial and process improvement outcomes including ROI and other project-based KPIs. (EF)
2. Assists leadership with identification of areas where optimization can have a positive financial impact related to the Houston Methodist system. (EF)
3. Helps team to meet ROI targets provided by Senior Leadership. (EF)

GROWTH/INNOVATION - 20%

1. Leads improvement initiatives by planning, implementing and ensuring adoption. Follows up on action items to ensure completion of assignments. (EF)
2. Monitors process metrics to validate performance against national and system benchmarks when available. (EF)
3. Completes and updates the individual development plan (IDP) 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 REQUIREMENTS

• MHA, MBA, MSN or related degree

EXPERIENCE REQUIREMENTS

• Eight years experience in implementing complex large to enterprise scale projects, preferably in a healthcare environment.

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED

• PMP certification preferred
• FACHE certification preferred

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• 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
• Possess extraordinary communication, organizational and leadership skills.
• Ability to interact professionally with all levels of personnel, patients, families, visitors and physicians and to coordinate with physicians and service providers to achieve superior results. Ability to solve complex patient relations issues independently as appropriate
• Extensive experience in grievance management, mediation and conflict negotiation, and problem resolution/crisis intervention
• Critical thinking, problem-solving, and mature judgment
• Has knowledge of legal, accreditation and regulatory agency requirements
• Has the knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports
• Intermediate to advanced knowledge of medical terminology and knowledge of healthcare information systems, as appropriate
• Intermediate to proficient level of computer competency - Microsoft Office Suite

SUPPLEMENTAL REQUIREMENTS

Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.

Travel

Travel specifications may vary by department.


Please note any other special considerations to this job:

Houston Methodist is comprised of a nationally recognized academic medical center and seven community hospitals with a history of health care innovation. We have consistently been recognized by several national organizations as one of the nation's best places to work.