Client Manager - Laboratory Services - (HMH Annex)

Overview

At Houston Methodist, the Client Manager Laboratory Services position is responsible for Houston Methodist Laboratory Services (HMLS) and will be the primary point of contact for HMLS' customers, including physicians, clinic staff, and practice management. The HMLS is a service line within the Houston Methodist Physician Organization that provides outpatient laboratory services for patients of Houston Methodist. The Client Manager will interact with current and future HMLS customers to disseminate information, gauge customer satisfaction, and manage client relationships to ensure excellent customer service. This position will improve the customer experience by responding to queries, resolving issues, and optimizing applicable workflows. Additionally, this position will be responsible for identifying areas for improvement, developing, and implementing initiatives aimed at enhancing HMLS services and the client experience, and collaborating on cross-functional teams.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer 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.

• Practices the Caring and Serving Model

• 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 collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Meets with HMLS stakeholders (current and future) to identify areas in which HMLS can improve existing services, expand offerings, and fulfill the laboratory testing needs of Houston Methodist primary and specialty care physicians. Exercises professional discretion regarding sensitive and/or confidential issues. Employs effective communication and diplomatic skills when dealing with stakeholders.

• Collaborate and involve relevant stakeholders to address identified issues concerning service, operations, scheduling, and other related matters.

• Supports training and education of clinic staff for third-party biller patient portal utilization.

• Establish connections and hold regular meetings with individuals to enhance communication and promote educational initiatives.

SERVICE ESSENTIAL FUNCTIONS

• Manages and prioritizes multiple tasks and regularly reevaluates priorities according to business needs.

• Oversees the content on customer and patient-facing websites, ensuring it remains current, relevant, and tailored to the needs of the respective stakeholders.

• Effectively communicates changes in test menu, processes, and other areas related to laboratory testing.

• Assists in problem solving and acts as a liaison to provide resolution as needed. Regularly interacts with and updates HMLS leadership and team members.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Creates, distributes, and analyzes responses from customer satisfaction surveys and develops and implements action plans to address identified issues.

• Stays abreast and adheres to current Stark, HIPAA, and IRS regulations in accordance with Houston Methodist and clinical laboratory billing policies.

FINANCE ESSENTIAL FUNCTIONS

• Monitors regular reporting to meet/exceed quarterly targets.

• Identifies opportunities for cost reduction and revenue generation.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Meets with physicians and other stakeholders prior to HMLS clinic implementation to deliver effective messaging and support change management.

• Identifies opportunities to develop new business and assists with clinic implementation as assigned.

• Cultivates connections with stakeholders to enhance productive and streamlined professional interactions.

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.

Qualifications

EDUCATION

• Bachelor's degree required

WORK EXPERIENCE

• Minimum three years of experience in business development, sales, or client management required. For internal candidates, experience in business development, project management, marketing, finance, clinical operations, or other related experience will count toward total years of experience

• Prior experience in clinical laboratory setting preferred

License/Certification

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KSA/ Supplemental Data

KNOWLEDGE, SKILLS, AND ABILITIES

• 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

• Proficient in spreadsheet, word-processing, and presentation software

• Excellent verbal written and interpersonal communications skills

• Ability to professionally handle exposure to confidential/sensitive information

• Excellent analytical skills

• Ability to work effectively in team environment

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* No

TRAVEL****Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Company Profile

Houston Methodist Specialty Physician Group - As one of the nation’s leading hospitals and academic medical centers Houston Methodist has brought together some of the nation’s leading experts in multiple specialties to serve our patients.  As part of Houston Methodist Specialty Physician Group (HMSPG), these specialists not only provide excellent clinical care, but are on the forefront of research, developing leading-edge technologies and treatments, and teaching the medical pioneers of tomorrow.  This combination of clinical service, research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care.  Established as a non-profit corporation and certified by the Texas State Board of Medical Examiners, HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.