Director Center of Excellence (COE) and National Reputation Marketing

JOB SUMMARY

At Houston Methodist, the Director Center of Excellence (COE) and National Reputation Marketing  position is responsible for setting COE, National Reputation and Houston Methodist Hospital (HMH) service line marketing priorities and strategies for local consumers and national physician/researcher audiences for the flagship hospital.  By working with market research, corporate brand team, system service line team, business development, clinical chairs, physician leaders and administrative leaders in our flagship hospital, these strategies and tactical plans will be developed for the main campus while also providing leadership and strategies for select service lines that have not yet reached “system” status.  The purview of this role also includes alignment with the Academic Institute for the positioning and advertising development to drive national physician and researchers reputation across HMH COEs.  This latter focus is critical to our institution in establishing itself as a leading academic medical center in the minds of physicians and researchers nationally.  In order to complete this role successfully, the candidate must work with leaders across our institution while effectively managing a team of associates and multimillion dollar budget.

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.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED

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.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide 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.
• Focuses on patient/customer safety
• 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 rounds with patients/customers to ensure their needs are being met
• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 25%

1. 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. (EF)
2. 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.  (EF)
3. Meets or exceeds threshold goal for department turnover and/or system metrics on employee engagement indicators: action readiness score, tier level. (EF)
4. 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. (EF)
5. 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. (EF)
6. Partners with Market Research, Brand and HMH Administrative and clinical teams to uncover opportunities or issues related to HM brand, local and system service lines or procedure level marketing to increase effectiveness, increase consumer preference for the hospital while growing profitable business with commercial consumer target in HMH geography. (EF)

SERVICE - 25%

1. 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.  (EF)
2. 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. (EF)
3. Collaborates across System with Marketing Directors, Brand and Digital teams, executives and physician chairs in the development of consumer based strategies, objectives and plans for select service lines. (EF)
4. Works closely with senior leaders across HMH and the Academic Institute in developing and executing a national reputations strategy to elevate HMH as an academic medical center. (EF)

QUALITY/SAFETY - 10%

1. 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. (EF)
2. 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.  (EF)
3. 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.). (EF)
4. Maintains excellence in presenting Houston Methodist with highest standards to physicians and consumers in support of HMH, National reputation and service line efforts. (EF)

FINANCE - 20%

1. 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. (EF)
2. 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. (EF)
3. Reports brand health measures and ROI for all HMH marketing programs to hospital and physician leadership. Directs and oversees national reputation budget. (EF)

GROWTH/INNOVATION - 20%

1. 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. (EF)
2. 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.  (EF)
3. Ensures own career discussions occur with appropriate management. Completes and updates the individual development plan (IDP) on an on-going basis. Conducts conversations with staff on their development and IDP.  (EF)
4. Directs and oversees marketing plans across service lines and across system as appropriate to grow patient volume.

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.