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Professional and Support Services Officer

  • Texas Health Resources
  • Allen, TX, United States
  • May 12, 2019

Job Description



Texas Health Allen seeks to hire a Professional and Support Services Officer


Salary range is Min. $141,128/year to Max. $224,078/year ? based on relevant experience


Location: Allen, TX

  Work Schedule   ? Full time, day shift       Job Description     

Clinical/Business Operations
Accountable for day-to-day operational leadership in ancillary and support departments.
Mentors and coaches direct reports and others to achieve optimal performance and to develop managerial and clinical talent.
Strategic planning and execution to enhance revenue, productivity and efficiency within areas of responsibility.
Develops and oversees implementation of policies, procedures and standards that direct departmental operations.
Implements improved processes and management methods to optimize workflows.
Interacts regularly with department leaders to ensure that operational priorities are aligned with strategic initiatives.
Continually investigates and introduces process improvement measures and presents suggestions for consideration.
Advises hospital President regarding the need for new programs and services.
Ensures staff, equipment, and information technology resources enhance or facilitate the provision of a safe and clinically effective environment for the care of patients and their families.
Collaborates with peers to ensure achievement of key performance indicators.
Ensure department staffing is based on volume making adjustments as necessary.
Set performance goals, coach for success, evaluate performance, and provide continuing educational opportunities and disciplines as necessary.
Monitor payroll reports ensuring minimal payroll corrections.
Ensure employee attendance at town halls, brown bags, and employee forums.
Regulatory and compliance standards identified, policies/procedures developed, audits completed, gaps identified and closed, external regulatory guidelines met and internal inquiries researched and appropriately addressed. 

Service Excellence
Review Press Ganey patient satisfaction data to identify gaps between results and expectations.
Develop/implement process and systems that will ensure high levels of satisfaction are maintained.
Ensure patient satisfaction indicators have been met for areas of responsibility.
Ensures an effective process for measuring, assessing and improving patient outcomes, satisfaction and safety based on standards of care.
Supports managers in building teamwork, staff development and education.
Timely follow through and response to issues or complaints (i.e. Event Reporting Tool investigations completed within 30 days, patient complaints addressed during hospital stay or within 24 hours post discharge, and CMS 7 day requirement is met).
Develop and maintain effective relationships with internal and external clients.
In collaboration with department leaders identify educational opportunities for staff on service expectations, including service recovery.
Effective use of Senior Leader Listening Rounds to proactively identify and resolve potential issues.

Quality and Performance Improvement
Collaborates with medical staff and others in performance improvement activities.
Ensures patients receive safe and consistent care within areas of responsibility by implementing and monitoring quality assurance/quality
improvement programs to achieve measurable improvements in patient care delivery and patient safety.
Continually assess and improve performance. Ensure compliance with all regulatory, licensure, and accreditation standards.
Identifies opportunities for improvement based on indicators, process and outcome measures, other findings and/or observations.
Uses comparative data from internal and external sources to identify opportunities for improvement of care and services.
Develops, monitors and evaluates systems for improvement of organizational performance utilizing methodologies such as VALUE, CAP and Work-Out.
Develop a plan for incorporating core measure compliance into daily workflow.
Develop a plan for educating, measuring, monitoring, and improving performance on the patient safety KPIs, including hand hygiene, patient identifiers, and timeouts if applicable.
Create a mechanism for continuous quality improvement for each individual unit, to include at least one focused project per year in an area of need identified by the unit.
Tier 2 observations with monthly reporting.

Financial Operations
Responsible for budget development, capital financial planning and financial operational performance for areas of responsibility.
Volume targets have been met.
Revenue targets have been met.
Expense targets have been met.
Labor productivity at 95% or above Overtime and call back targets have been met.
Develops, monitors, adjusts and explains variances for operational and capital budgets for areas of responsibility.
Manage the approved budget through frequent and regular monitoring, implementation of effective written action plans to address variances, and implementation and adjusting strategies as needed to meet budgetary expectations.
Considers clinical, quality and operational outcomes and financial implications when making recommendations for changes in practices.
Evaluates use of newly developed technology or products for cost effectiveness.

Human Resource Management
Timely completion of employee reviews.
Retention indicators have been met. All mandatory training for staff completed.
Initial and annual competency assessment of staff completed timely.
Annual employee health screening of staff completed. Ensure that all employees maintain current licensure, certification, and registry as required by their job.
Vacancy rate indicators have been met.
Employee engagement survey participation goals have been met.
Department engagement/partnership goals have been met and action plans have been completed.
Employee engagement results meet established targets.
Recognition of employees through Applause and Shining Star Programs.
Ensure staff compliance with hospital and system policies.
Ongoing monitoring and management of staff performance using the disciplinary process as appropriate.
Promote professional growth, development and accountability in staff. Identify leadership talent and actively develop leadership skills for future opportunities.

Professional Accountability
Participates in hospital initiatives (i.e. fund raising events and community events)
Serves on hospital and system based committees as appropriate
Maintains current licensure and certification as required by position.
Adheres to hospital and system policies.
Completes mandatory training and annual employee health screening timely.
Recognizes and communicates ethical and legal concerns through the established channels of communication.
Maintains professional growth and development through seminars, workshops, and professional affiliations.
Demonstrates accountability and responsibility by independently completing projects and assignments on time.
Maintains confidentiality at all times.
Perform other work as requested that is reasonably related to the employee's position, qualifications, and competencies.





The ideal candidate will possess the following qualifications 


Bachelor's Degree and a Master's Degree in Business or Healthcare Administration is required

5 years progressive experience in hospital operations, business development, strategic growth, and physician relations.  Proven experience in examining and re-engineering operations and procedures, formulating policy and developing and implementing new strategies and procedures. Experience with surgical/procedural service lines is preferred. 


Licenses/Certification: FACHE - Fellow of the American College of Healthcare Executives is preferred upon hire

Ability to make administrative and procedural decisions and judgments. Ability to foster a cooperative work environment. Ability to plan, develop and coordinate multiple projects. Skill in budget preparation and fiscal management. Conflict resolution and/or mediation skills. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. Must possess organizational skills, be detail oriented and have the ability to multi-task. Must be computer proficient with basic to intermediate financial software and forecasting ability. Must be able to work independently, be self-motivated and utilize sound critical thinking skills. Must have strong commitment to customer service.

At Texas Health Allen we take seriously our mission to improve the health of those in our community. We are a 73-bed, acute-care, full-service hospital serving the northern Collin County community since 2000. We provide exceptional care to Allen, Lucas, Fairview, Frisco, Plano, McKinney, Wylie and other surrounding cities.

If you?re looking for neonatal intensive care, orthopedics, women?s care and pediatrics, we?ve got it. Plus we?re a Level IV trauma center and an Accredited Chest Pain Center. Our 500+ physicians practice in more than 25 specialties. 

And talk about award winning. Texas Health Allen is a Joint Commission-accredited Gold Seal Certified Chest Pain facility, a Baby Friendly Facility a Breast Imaging Center of Excellence and a Pathways to Excellence-designated hospital. 

As part of the Texas Health family, we employ over 24,000 employees and are among the areas top five largest employers. Come be a part of our exceptional team as we continue to provide outstanding care and deliver award winning results. You belong here.




Company Description:

With 13 hospitals across the DFW Metroplex and one of the largest faith based health care systems in the United States, Texas Health has the resources to offer a variety of career growth opportunities with equally remarkable benefits. The system's primary service area consists of 16 counties in North Texas, home to more than 6.2 million people. Nurses can choose to work at urban, suburban, or rural facilities or at acute-care or short-stay hospitals. The ability to move within the system gives nurses a level of flexibility that’s hard to match.

Our values include respect, integrity, compassion, and excellence. These values allow us to remember that every member of our staff represents the healing hands and caring hearts of Texas Health Resources. Every one of us is working together to make health care human again. More importantly, Texas Health is a great place to work.

Apply for any of the open positions with Texas Health Resources today or stay in touch with us and join our Talent Community to receive email alerts of job opportunities.