Job Abstract

The University of Texas MD Anderson Cancer Center in Houston is one of the world's most respected centers focused on cancer patient care, research, education and prevention. It was named the nation's No. 1 hospital for cancer care in U.S. News & World Report’s 2022-2023 rankings. It is one of the nation's original three comprehensive cancer centers designated by the National Cancer Institute.

SUMMARY

The primary purpose of the Supervisor, Patient Resources (Admissions) includes but is not limited to providing leadership and direction for patient resources staff and assisting in ensuring compliance with all policies and procedures related to institution and department. Provides oversight and management for two or more services: Admissions and Transfer Center. Manages, coordinates, and monitors the day-to-day activities of the Patient Resources department of Admissions. Prepares, coordinates, implements operation plans, coordinates staff activities, and regularly interacts with physicians, nursing units, and ancillary departments. This position contributes to the success of the University of Texas M.D. Anderson Cancer Center patient throughput activities effectively and efficiently, consistent with the institution, state, federal, and regulatory requirements. This position reports to the Director of Patient Resources. This person is a department supervisor in charge of Admission, Transfer Center, and patient service representatives. This position requires level-specific judgment, responsiveness, initiative, and independent decision-making while demonstrating excellent interpersonal and communication skills in and outside the department.

Job Specific Competency

Directing / Leadership (30%)

Organizing/Planning – Leads a team of customer service focused employees; possesses leadership skills along the ability to train employees and focus on patient satisfaction in the institution. Creates schedules and assignments for sufficient coverage to support the daily operational demands of the department and the institution. Assumes Patient Resources Manager’s responsibility and authority in his/her absence.

Build Relationships – Actively listening, responding and providing feedback to appropriate personnel, ancillary departments, manager, associated director, directors, and other key customers. Makes institution presentations regarding department process.

Communication - Develops agenda items and conducts staff meetings. Ability to effectively communicate with staff, physicians, nurses, patients, patient’s family members and others in timely manner.

Controlling – Provides oversight to ensure Patient Resources employees achieve department productivity standard. Ensures systems and standards equity for all automated systems.

Problem Solving – Effectively executes problem solving, conflict resolution, decision making, planning and organizing skills. Ensure proper operation and configuration of hardware, software programs, page and phone handling systems; troubleshooting and working with Information Systems and Bed Management System as needed.

Professionalism (30%)

Job Knowledge –Provides high level of customer service to all areas to ensure the department is able to meet the operational demands of the department and be able to perform the key functions of direct reports to meet operational needs. Demonstrates software skills to include proficiency of Microsoft Excel, Outlook and Word.

Adaptability – Possesses the ability to make critical decisions while following institutional and department procedures. Accepts and responds to customer service, system issues, and concerns in an efficient and timely manner; provides feedback to appropriate personnel.

Quality of work - Develops master scheduling patterns, call schedules and peak plans. Reviews, researches, and analyzes surveys and creates action plans to address customer satisfaction issues. Understand and able to determine, explain, and develop patient throughput activities.

Analytical Skills - Addresses, communicates and works to develop, resolve performance, behavior, attendance and other issues and concerns in a timely manner by conducting the appropriate initiatives.

Training Development –Responsible for the development and implementation of performance improvement objectives. Provides interface and direction for direct report on issues and improvement projects.

Personnel Administration and/or Administrative Functions (30%).

Compliance with Rules, Policies, and Directives – Ensures staff is in compliance with and provides counsels and issues discipline to employees in accordance policies and procedures. Reviews, approves, and forwards incident reports related to risk management objectives and initiatives.

Employee Performance – Hires, fires, and approves performance recommendations of all staff/team members. Completes probationary and annual evaluations in a timely manner of Patient Resources staff under his/her supervision and provide ongoing feedback to employees concerning performance in timely manner. Approves staff development plans of staff/team members.

Budgeting – Assists department director in achieving financial objectives; ensures department operates within budget; assists controlling departmental expenses. Authorizes overtime when appropriate, daily monitors Kronos and prepares reports which detail volume, staff productivity, customer satisfaction and other special reports as requested.

Employee Development – Provides coaching and guidance to direct reports in the performance of duties and functions for their respective responsibilities; facilitates the ongoing education of employees to ensure that performance competencies are maintained and staff is in compliance with all internal and external regulatory requirements.

Teamwork/ Cooperation – Develops effective relationships with internal customers. Maintains a teamwork environment of highly motivated associates. Ability to write reports, business correspondence, procedure manuals, and outside correspondence.

Other duties as assigned.