Program Manager, Service Line

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position is responsible for managing, and supporting strategic and operational initiatives for an assigned Service Line by working in collaboration with service line leadership, care delivery sites, regional administration, management teams, and medical staff in accordance with established goals and benchmarks. Additionally, responsible for supporting business development to ensure successful implementation of strategic plans in order to achieve business objectives and enhancing existing lines of business by establishing relationships with physicians, customers, and patient relations. The Program Manager of Service Line will directly report to either a Service Line VP, Service Line Program Director or Care Delivery Site (CDS) as appropriate and operate with accountability to the CDS Leadership, Program Director-Service Line, Vice President of the Service Line, and SVP of the Service Line.

Job Description

Minimum Qualifications

Education: Bachelor's degree in Business Administration or Associates degree in related field; Master's preferred (unless Burn then see requirements below).

Licenses/Certifications: see requirements per Service Line below:

• Women's & Children's - Current State of Texas license or temporary/compact license to practice professional nursing

• H&V - EP Program Manager: RCIS preferred

• All other service lines - no licenses/certifications required

Burn Requirements:

• Graduate of an accredited school of professional nursing; Bachelor's degree preferred.

• Current State of Texas license/permit to practice professional nursing;

• BLS-required, ABLS preferred or within 18 months of hire

• TNCC/ATCN, PALS/ENPC- Preferred taken at least once

• Three (3) years of clinical burn care in the hospital setting and three (3) of leadership experience (Charge nurse, Educator, Clinical coordinator)

Experience / Knowledge / Skills:

• Three (3) years of healthcare experience; Experience in relevant clinical setting preferred.

• Demonstrated ability to communicate effectively (verbal and written) with all levels of staff.

• Ability to lead initiatives and manage change.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

Principal Accountabilities

• May be responsible for ensuring designation and/or verification requirements for a particular program at a Care Delivery Site (or across the system) are achieved and maintained.

• Collaborates with leaders to develop corrective action plan if gaps are identified and communicates the deficiencies and action plan to upper administration.

• Supports the development and monitoring of system-wide and/or CDS initiatives in an assigned key service line ensuring the highest quality care is delivered; identifies needs of participating facilities and service line initiatives and works with team to provide for accordingly; remains available, accessible and visible to senior management; recognizes achievements and accomplishments and provides ongoing feedback on performance.

• Carries out service line defined business strategy, adhering to system and facility strategic goals; assists with development of strategic business plans and operational analyses; stays up-to-date on new developments in the field; reviews facility policies, procedures, and systems; complies with all applicable regulatory requirements and standards; conducts appropriate promotional activities and participates in system/facility marketing activities.

• Participates in overall service line strategic planning initiatives and communication from Service Line and/or CDS to key stakeholders; Supports the medical staff in the service area to achieve growth initiatives, quality outcomes, operational improvements and patient satisfaction.

• Where appropriate, coordinate and/or support Service Line specific programmatic accreditation/designations for the system and/or specified CDS to ensure requirements are met as stipulated by a governing body.

• Leads and/or Co-Leads Service Line action plans to include medical staff development, growth and other strategic and operational issues as directed by the Program Director, Service Line and/or Vice President of the Service Line or by care delivery site leadership. All action plans directed by a Service Line leader are to be completed in cooperation with care delivery site leadership. Monitors revenue, contribution margin, quality metrics and growth initiatives against targets; prepares and submits designated reports; identifies and suggests actions to address negative variances; participates in development of capital plans.

• Supports the Network Performance Team (NPT) performance and process improvement initiatives to ensure execution on strategic initiatives driven by/with Care Delivery Site Executives, Ambulatory, MHMG and Post-Acute care networks.

• Manages efforts to ensure the service line meets performance metrics that reflect patient experience, customer service, quality, and desired patient outcomes. Maintains current knowledge of advancements and developments in service line treatments and service offerings

• May be involved in proactively seeking out opportunities to develop business and capitalizing on market opportunities that are presented, or enhancing existing business through established relationships with physicians, customers, and patient relations.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

• Other duties as assigned.