FLSA STATUS
Exempt

QUALIFICATIONS

EDUCATION

• Bachelor's degree or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree

EXPERIENCE

• Five years of experience within the field, of which one year must have been in a people management role in healthcare; for internal employees four years of experience in relevant field with HM performance that demonstrates leadership responsibility

KNOWLEDGE 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 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
• Demonstrates advances knowledge of emerging technologies and processes

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.
• Plays an active role in maintaining the case management system by reviewing unresolved inquiries and delivering timely feedback to Absence, Benefits, Payroll, Compensation, and other service teams. Evaluates completed work to ensure quality, effectiveness, and adherence to requirements.
• Develops and maintains key performance indicators (KPIs) to measure the effectiveness and efficiency of HR Shared Services operations, providing regular insights and reports to senior leadership on service levels, process improvements, and team performance. Establishes a clear, shared team vision, sets well-defined expectations, and holds the team accountable for achieving service and performance goals.
• Provides resources to employees to enhance their understanding of benefits programs, such as onsite or virtual education events. This includes review of employee communications both online and print.

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, including infection control principles. Monitors and confirms staff maintain their required credentials that demonstrate competency per accrediting agency or department guidelines as applicable.
• 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, reporting accidents, near misses, and/or adverse events immediately per department protocol 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.).
• Serve as the primary escalation point for complex issues for the HR Shared Services team members. Monitors key performance indicators (KPIs) and service level agreements (SLAs) to ensure timely resolution of inquiries/cases. Acts as a liaison between Human Resources, Absence, Benefits, Payroll, Compensation and other designated areas to align shared services operations with organizational goals.

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/patient 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.
• Provides accurate, complete, and timely financial data to the Finance team, ensuring reporting integrity and supporting effective budgeting, forecasting, and decision-making processes.

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/shared governance 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 Individual Development Plan (IDP) on an ongoing basis. Conducts conversations with staff on their development.
• Stays current on benefits legislation, industry best practices, and new system functionality to ensure that processes consistently reflect best-practice standards.
• Gathers new ideas to gain efficiencies and develop enhancements to increase employees understanding, efficiency or cost savings of benefits.
• Develops ways to automate processes to increase efficiency and accuracy within the department.
• Serve as a functional subject matter expert related to case management. Participate in case management system testing of new functionalities prior to implementation.

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* Yes
  
  TRAVEL**
  **Travel specifications may vary by department**
  • May require travel within the Houston Metropolitan area Yes
  • May require travel outside Houston Metropolitan area Yes