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Accomplished CRA Thesis by John Michael Villagracia

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Accomplished CRA Thesis by John Michael Villagracia

  1. 1. Certified Recruitment Analyst Project Submitted by JOHN MICHAEL R. VILLAGRACIA In partial fulfillment for the requirements and the award of Certified Recruitment Analyst By the Carlton Advanced Management Institute (CAMI) 2014 Center of Excellence in HR-Certified Recruitment Analyst P.O. Box 304 Greens Farms, CT 068388 USA
  2. 2. 1 TABLE OF CONTENTS SECTION I 2 – 3 OBJECTIVES SCOPE OF THE PROJECT BRIEF OVERVIEW OF FINDINGS CONCLUSIONS BRIEF BACKGROUND OF CHOSEN INDUSTRY COMPANY MISSION ASSIGNMENT I 4 – 11 SECTION II: POSITION TITLE & JOB DESCRIPTION SECTION III: FUNDAMENTAL ANALYSIS/ MOTIVATIONAL ANALYSIS SECTION IV: JOB ELEMENT ANALYSIS SECTION V: FUNCTIONAL KNOWLEDGE & SKILLS SECTION VI: BEHAVIOR TRAITS SECTION VII: QUESTIONS ASSIGNMENT II 12 – 19 SECTION II: POSITION TITLE & JOB DESCRIPTION SECTION III: FUNDAMENTAL ANALYSIS/ MOTIVATIONAL ANALYSIS SECTION IV: JOB ELEMENT ANALYSIS SECTION V: FUNCTIONAL KNOWLEDGE & SKILLS SECTION VI: BEHAVIOR TRAITS SECTION VII: QUESTIONS ASSIGNMENT III 20 – 28 SECTION II: POSITION TITLE & JOB DESCRIPTION SECTION III: FUNDAMENTAL ANALYSIS/ MOTIVATIONAL ANALYSIS SECTION IV: JOB ELEMENT ANALYSIS SECTION V: FUNCTIONAL KNOWLEDGE & SKILLS SECTION VI: BEHAVIOR TRAITS SECTION VII: QUESTIONS
  3. 3. 2 SECTION I PROJECT SUMMARY OBJECTIVES  To be able to standardize the job specifications as requested by Clients, and to have an extensive understanding of the job requirement to be handled.  To be able to furnish the Recruitment process by doing extensive research on being able to find qualified candidates, through the creation of comprehensive job descriptions.  To be globally competitive by following accepted recruitment standards and stipulations, in accordance with the different elements of creating the actual job details. SCOPE OF THE PROJECT This project aimed to find out the exact aptitudes that are needed for specific job titles, as follows:  Payroll Assistant  Clinical Support Nurse  Program Manager It is thereby quintessential for these job titles to identify aligned knowledge and skill sets chosen particularly for each, so that the candidates for these roles will be more likely to grow fundamentally motivated and competently matched. BRIEF OVERVIEW OF FINDINGS In the process of developing the project, several realizations exist in having to handle the recruitment for the position would aid tremendously in shortlisting people for the roles. It is established in Section II of what the job roles are, and what not to miss and to rule out by the time Section III is formed. The fundamental and motivational analysis also serves as a filter for the qualification of candidates. The essence of the job titles are extracted in Sections IV and V (Job Element Analysis) by grouping out the main responsibilities that the soon-to-be employee will be able to identify and deliver. In Section VI, traits are highlighted as to how a candidate will fair into things such as image formation, behavior and responses, and characteristics that should arise which were not touched in the previous sections. Finally, sample questions are presented in Section VII, to act as further guidance through the interview process. CONCLUSIONS  In the creation of a comprehensive job role, no example is greater than the actual job itself, which is why asking assistance from the people of the concerned job title is more realistic in delivering the terms of the actual tasks and responsibilities for that role. Once given, ruling the necessary task elements will be easier to develop in the composition.  Competencies are important in finding out the best candidates, and having a standard set of needed competencies per job will definitely yield more suitable candidates.
  4. 4. 3  A globally competitive Recruitment process would utilize a broad job specification construction, which will cover the bulk of the Recruitment basis. As such, the modern Recruitment trend will also be in conjunction such as the current market strategies, the industries that are having Bright Outlooks, the expanding business trends, etc. BRIEF BACKGROUND OF CHOSEN INDUSTRY The Clinical Processing Outsourcing (CPO) Company was originally formed for the purpose of owning, operating and staffing hospitals around the world. Today, the company delivers innovative URAC Accredited Clinical Process Outsourcing to clients in the United States and deploys nurses from around the world to U.S. hospitals and other health care organizations. Over the past 40 years, it has employed more than 30,000 nurses, clinicians, pharmacists and other health care professionals in the United States, the Philippines and elsewhere around the world. As part of the oldest and most respected international health care management system in the world, this company has a rich legacy and strong roots in international recruitment and health care outsourcing services. The Company is also credited with creating, developing and managing the novel outsourcing service known as Clinical Process Outsourcing (CPO). Our CPO model was developed to combine clinical expertise with business acumen to deliver the highest quality of service and care in the most cost efficient manner. In this CPO model, U.S. payer, provider and health care service companies are able to securely move some or all of their clinical and/or administrative functions to the highly-trained and qualified staff—including pharmacists, physicians, medical technologists, administrative personnel and nurses both here in the U.S. and in the Philippines—thereby significantly reducing operational expenses and increasing the quality and scope of their clinical abilities to achieve more positive patient care outcomes. COMPANY MISSION We are committed to providing intelligent, patient-centered Clinical Process Outsourcing (CPO) solutions to lower costs and improve competency for health care providers.
  5. 5. 4 ASSIGNMENT I SECTION II JOB DESCRIPTION Position Title: Payroll Assistant Department: Support Services Reports to: Human Resources Generalist – Payroll Lead Location: Taguig City, Manila, Philippines Responsibilities: 1. Receives and checks attendance sheet for payroll preparation. 2. Process payroll computation for Payroll Lead approval. 3. Coordinates with HR for the administration of benefits for payroll purposes. 4. Updates attendance records for SIL monitoring. 5. Updates changes in salary information and benefits in payroll file. 6. Prepares and update data on w/tax per employee. 7. Assists Finance Department in preparing reports for Philippine Mandated sectors (BIR, SSS, PhilHealth, HDMF, DOLE, SEC and PEZA). 8. Secures services for Government related benefits. 9. Facilitates the processing of company’s benefits extended to employees (Government, Private Entities, and Financial Institutions). 10. Assists the Payroll Lead in preparing reports for financial analysis on payroll and related matters. 11. Assists for generating monthly financial schedules related to payroll. 12. Voucher preparation for payroll related transactions.
  6. 6. 5 Job Requirements: Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data. Education:  Bachelors /College Degree/ Master’s Degree in Accountancy or equivalent. Experience:  1 – 2 year(s) in a related field in Accounting/ Payroll/ Compensation and Benefits role
  7. 7. 6 SECTION III FUNDAMENTAL ANALYSIS / MOTIVATIONAL ANALYSIS Position Title: Payroll Assistant Department: Support Services Reports to: Human Resources Generalist – Payroll Lead Basic Minimum Requirement Maximum Requirement Educational Qualification Bachelor’s Degree in Accountancy (in a reputable university) Master’s Degree in Accountancy (in a reputable university) Experience 1 year working experience in related field 2 year(s) working experience in related field Work Schedule Fixed mid-shift work schedules, 5 days a week (9 hour schedule) Flexible work schedules, 5-6 days a week (9 hour schedule and as needed/ required) Location National Capital Region Central Luzon Value and Self-image Minimum Requirement Maximum Requirement Nature of employment Permanent Occasional Job Rotation Benefits Minimum Requirement Maximum Requirement Salary Php 20,000.00 (gross) Php 23,000.00 (gross) Growth Opportunity Promotion after 1 year Promotion after 6 months Job Aspects Willing to be trained and willing to learn Lead Position Dissonance Factors Shifting/ Flexible work schedules Must be able to sit at a desk throughout the assigned shift Work location may require going to other site offices Trait Parameters Attitude Orientation (Perseverance, Work Ethic) People Skills (Energy Level) Managerial Aptitude (Planning) Team Orientation (Loyalty, Technical Expertise)
  8. 8. 7 SECTION IV & SECTION V JOB ELEMENT ANALYSIS S.No Job /Task Knowledge/ Skills Threshold Differentiator 1 Payroll Support K - Knowledge in reports generation/ data management - Knowledge in processing Govt. Mandated sectors in the Philippines - Knowledge in basic financial analysis - Knowledge in using SAP tool(s) - Extensive knowledge in process handling Govt. Mandated sectors in the Philippines - Well-versed in Financial Analysis S - Coordination - Analytical - Detail-oriented - Critical Thinking - Complex Problem Solving 2 Records and Data Upkeep K - Knowledge in using data tracking software and applications - Knowledge of the updated tax table in the Philippines - Knowledge in reports generation/ data management - Well-versed with administrative and clerical procedures and systems - Highly knowledgeable in Data entry software - Knowledgeable with current salary trend in the market S - Detail-oriented - Analytical - Numerical - Systems Analysis - Monitoring - Critical Thinking Job Elements Payroll Support Records and Data Upkeep Financial Transaction and Coordination Benefits Processing
  9. 9. 8 3 Financial Transaction and Coordination K - Knowledge in payroll extensions and applications - Knowledge in basic finance administration - In-depth knowledge with financial transactions, payroll administration and clerical applications S - Coordination - Active Listening - Monitoring - Analytical - Critical Thinking - Complex Problem Solving - Judgment and Decision Making 4 Benefits Processing K - Knowledge in processing Govt. Mandated sectors in the Philippines - Familiarity with Private Entity and Financial Institution benefits - Knowledge in benefit information dissemination for employees - Well-versed in handling Govt. Mandated benefits in the Philippines - Extensive knowledge with transcription and designing forms S - Numerical - Active Listening - Reading Comprehension - Active Learning - Social Perceptiveness
  10. 10. 9 SECTION VI BEHAVIOR TRAITS S. No Category Trait Definition 1 Attitude orientation Perseverance Pursues established work schedule and goals tirelessly and to a successful end despite any situational obstacles; willing to go the distance every time. Work Ethic Displays a consistently sound attitude and a positive “can-do” approach to all situations; manifests a realistic aura of being capable and ready to perform any tasks that will contribute to good of the organization. 2 People Skill Energy Level Displays a steady, fast pace in executing assignment, and an innate ability to increase activity to the maximum when necessary; possesses suitable vitality and endurance for present and future assignments. 3 Managerial Aptitude Planning Establishes short and long term range objectives, course of action for achievement, and syllabus of specific tasks, proactive in setting targets and task accomplishment. 4 Team orientation Loyalty Commits to a form contract to work hard for the organization, represent its best interest at all times, and give its needs overall performance top priority; has an intrinsic dedication to cause, organization and mission. Technical Expertise Possesses a superlative degree of accrued and formal knowledge of the assigned facet(s) of the business; able to draw from and succinctly apply that knowledge in a proficient manner.
  11. 11. 10 SECTION VII QUESTIONS Basic Questions Educational Qualification Would Accountancy be your first course choice back in college? When did you start to love your chosen course? What happened after you have graduated? Experience How many years of experience do you currently have in this role? Location How many hours did you prepare in going to our office? Are you amenable in working with our current location? Are you willing to travel/ relocate? Are you willing to work in our current site? How about in our other site? Value and Self-Image Questions Work Schedule How many hours a week are your usual work hours? Are you willing to work on weekends? Are you willing to work on holidays? Are you amenable to work in a shifting schedule? Benefits Questions Salary What is your current basic salary? Do you have allowances, health insurance, and other benefits? How much would be your expected gross salary? Is the salary that you mentioned negotiable? Growth Opportunity What were your expectations about your previous job and to what extent were they met? How do you want to improve yourself in the next year? What challenges are you looking for in a position? What are you looking for in terms of career development? Job Aspects What was the main reason for you to apply with us? If you were given a chance to take up another role, other than what we discussed, which would it be, and why? Behavioral Traits Questions Attitude Orientation Perseverance -Tell us about a time when you faced a difficult problem. What methods did you use to sustain your ability to keep going until you had fixed this problem? -Tell us about a time when a project is put at risk. What steps did you take to ensure the project was completed? How did you respond to the pressure of this situation? Work Ethic -How would your last boss describe your work principle? -What do you consider to be your most important work ethic?
  12. 12. 11 People Skill Energy Level -What do you do for your free time? Describe a typical day in your daily routine. -What five words would you say describe you best? Managerial Aptitude Planning -Describe how you develop a project team’s goals and project plan. -What have you done in order to be effective with your organization and planning? Team Orientation Loyalty -Give me some examples that clearly demonstrate your values? Your loyalty? Your honesty? Your ethics and integrity? -Describe a situation where you were in the wrong and others knew it. What did you do? Technical Expertise -What is your field of expertise and/or specialty? -How do you keep track of all your acquired technical knowledge and skills?
  13. 13. 12 ASSIGNMENT II SECTION II JOB DESCRIPTION Position Title: Clinical Support Nurse Department: Productions Reports to: Team Lead/ Program Manager Location: Taguig City, Manila, Philippines Responsibilities: 1. The Nurse performs a medical assessment based on information received from treating providers. 2. The Nurse may also reach out to providers to obtain additional information or clarification. They may also review medical records and provide summaries to assist the claim examiner or Client Nurse Case Manager in their management of the claim. 3. The expectations of this position include, but are not limited to, determining if there is sufficient medical evidence of impairment in function based on the diagnosis, documented symptoms; treatment provided and if the duration anticipated is reasonable. 4. Nurses will provide services in accordance with the policies, procedures, guidelines, and technologies adopted and provided by the Client. 5. Provides optimum customer service. 6. Documents appropriate clinical information into the client system. 7. Maintains productivity, quality, and other service standards. 8. Participates in on-going training programs to ensure quality performance and compliance with guidelines. 9. Other duties as assigned Job Requirements: Administration and Management — Knowledge of basic business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Chemistry — Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, etc.
  14. 14. 13 Education and Training — Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation. Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process. Mathematics — Knowledge of basic arithmetic, algebra, geometry, calculus, statistics, and their applications. Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures. Therapy and Counseling — Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance. Education:  Bachelors /College Degree/ Master’s Degree in Nursing and Professional License in the Philippines and in the United States (Passed Board/Bar/Professional License Exam). Experience:  At least 1 – 2 years hospital / bedside experience  1 – 3 year(s) in in Business Process Outsourcing/ Clinical Process Outsourcing in Health Care (Health Plans, Workers' Compensation, Utilization Review, Auto-injury, Disability Intake and Absence Management, etc.)
  15. 15. 14 SECTION III FUNDAMENTAL ANALYSIS / MOTIVATIONAL ANALYSIS Position Title: Clinical Support Nurse Department: Productions Reports to: Team Lead/ Program Manager Basic Minimum Requirement Maximum Requirement Educational Qualification Bachelor’s Degree in Nursing (in a reputable university) Master’s Degree in Nursing (in a reputable university) Professional License Active and Unrestricted License in the Philippines and the United States (any state) Active and Unrestricted License in the Philippines and the United States (any state) Experience 1 year combination of bedside and CPO/BPO Industry 3 year(s) combination of bedside and CPO/BPO Industry Work Schedule Fixed work schedules, 5 days a week (9 hour schedule) Shifting schedules, 5 days a week (9 hour schedule and as needed/ required) Location National Capital Region Central Luzon Value and Self-image Minimum Requirement Maximum Requirement Nature of employment Permanent Occasional Job Rotation Benefits Minimum Requirement Maximum Requirement Salary Php 28,000.00 (gross) Php 35,000.00 (gross) Growth Opportunity Promotion in 2 years Promotion in 1 year or less Job Aspects Good understanding of the U.S. Nursing Guidelines In depth knowledge of the U.S. Nursing Guidelines Dissonance Factors Shifting work schedules Must be able to sit at a desk throughout the assigned shift Work location may require going to other site offices Medical cases may be complicated and may take time to read due to number of pages on record Trait Parameters Attitude Orientation (Adaptability, Perseverance) People Skills (Communication, Energy Level) Managerial Aptitude (Planning) Team Orientation (Cooperation, Technical Expertise)
  16. 16. 15 SECTION IV & SECTION V JOB ELEMENT ANALYSIS S.No Job /Task Knowledge/ Skills Threshold Differentiator 1 Sound Medical Judgment and Review K - Knowledge of basic medical procedures and assessments. - Knowledge in diagnoses, symptoms and treatments of diseases. - Extensive and in-depth understanding of medical processes. - Knowledge on CPT and ICD-9 S - Critical Thinking - Detail-oriented - Decision Making - Analytical - Complex Problem Solving 2 Record Acquisition and Verification K - Knowledge of acquiring the necessary medical record pertaining to illness, diagnosis, etc. - Knowledge of basic medical reviews and charts. - Well-versed with patient charts, medical diagnosis and other uncommon illnesses. - Knowledge of medical software utilized by different health care providers. - Knowledge of proper clinical call S - Detail-oriented - Active Listening - Communication - Multi-tasking - Analytical - Negotiation - Persuasion Job Elements Sound Medical Judgment and Review Record Acquisition and Verification Work Quality and Consistency Good Customer Relations
  17. 17. 16 3 Work Quality and Consistency K - Knowledge of Reports and data publication/ generation. - Knowledge of basic Nursing State Guidelines in the U.S. - Knowledge of standard QA metrics software and applications. - Well-versed with Nursing State Guidelines in the U.S. S - Communication - Active Listening - Detail-oriented - Monitoring - Systems Evaluation 4 Good Customer Relations K - Knowledge of basic customer needs, meeting quality standards for services, and evaluation of customer satisfaction. - Experienced with Customer Satisfaction strategies -Knowledge of using client specific software and basic usage Voice over Internet Protocols (VoIP) S - Communication - Active Listening - Social Perceptiveness - Analytical - Negotiation - Persuasion
  18. 18. 17 SECTION VI BEHAVIOR TRAITS S. No Category Trait Definition 1 Attitude orientation Adaptability Proven ability to perform well under changing conditions and high stress; ability to relate to varied personalities and absorb new methods with practical results. Perseverance Pursues established work schedule and goals tirelessly and to a successful end despite any situational obstacles; willing to go the distance every time. 2 People Skill Communication Can express needs and desires effectively to co-workers and superiors in a professional manner. Energy Level Displays a steady, fast pace in executing assignment, and an innate ability to increase activity to the maximum when necessary; possesses suitable vitality and endurance for present and future assignments 3 Managerial Aptitude Planning Establishes short and long term range objectives, course of action for achievement, and syllabus of specific tasks, proactive in setting targets and task accomplishment. 4 Team orientation Cooperation Highly motivated toward selfless service to co-workers, customers, and organizational goals; looks at tasks as a commitment to others and organizational excellence. Technical Expertise Possesses a superlative degree of accrued and formal knowledge of the assigned facet(s) of the business; able to draw from and succinctly apply that knowledge in a proficient manner.
  19. 19. 18 SECTION VII QUESTIONS Basic Questions Educational Qualification Would Nursing be your first choice back in college? When did you start to love the course? What happened after you have graduated Nursing? Professional License When did you take up the local board exam? What made you took up the US Licensure exam? How did you prepare for the licensure exams? Experience How many years of experience do you currently have in this role? Location How many hours did you prepare in going to our office? Are you amenable in working with our current location? Are you willing to travel/ relocate? Are you willing to work in our current site? How about in our other site? Value and Self-Image Questions Work Schedule How many hours a week are your usual work hours? Are you willing to work on weekends? Are you willing to work on holidays? Are you amenable to work in a shifting schedule? Benefits Questions Salary What is your current basic salary? Do you have allowances, health insurance, and other benefits? How much would be your expected gross salary? Is the salary that you mentioned negotiable? Growth Opportunity What were your expectations about your previous job and to what extent were they met? How do you want to improve yourself in the next year? What challenges are you looking for in a position? What are you looking for in terms of career development? Behavioral Traits Questions Attitude Orientation Adaptability -Describe a major change that occurred in a job that you held. How did you adapt to this change? -Tell us about a situation in which you had to adjust to changes over you had no control. How did handle it? Perseverance -Tell us about a time when you faced a difficult problem. What methods did you use to sustain your ability to keep going until you had fixed this problem? -Tell us about a time when a project is put at risk. What steps did you take to ensure the project was completed? How did you respond to the pressure of this situation?
  20. 20. 19 People Skill Communication -Give an example of a time when you were able to successfully communicate with another person, even when that individual may not have personally liked you, or vice-versa. -Describe a time when you were able to effectively communicate a difficult or unpleasant idea to a superior. Energy Level -What do you do for your free time? Describe a typical day in your daily routine. -What five words would you say describe you best? Managerial Aptitude Planning -Describe how you develop a project team’s goals and project plan. -What have you done in order to be effective with your organization and planning? Team Orientation Cooperation -Describe a situation in which you had to arrive at a compromise. What was your role? What steps did you take? What was the end result? -Describe the types of teams you’ve been involved with. What were your roles? Technical Expertise -What is your field of expertise and/or specialty? -How do you keep track of all your acquired technical knowledge and skills?
  21. 21. 20 ASSIGNMENT III SECTION II JOB DESCRIPTION Position Title: Program Manager Department: Productions Reports to: Operations Manager Location: Taguig City, Manila, Philippines Responsibilities: 1. Serves as a liaison between US Account Client and the rest of the team by being able to communicate updates from the Client and relaying performance stats made by the team. 2. Oversees management of day to day operations and overall success of the on-site program. 3. Monitors/manages daily staffing requirements to include daily work assignment supervision. 4. Leads an assigned team to meet performance requirements utilizing various management skills including 1:1 coaching and mentoring. 5. Manages various report activities to ensure metrics are met. 6. Stays educated on all changing requirements for health processes. 7. Performs quality assessments through service observations and case reviews. 8. Assists with case preparation by attaching pertinent guidelines and summarizing information. 9. Monitors staff in ensuring that documentation is clear, concise, and meets established specifications. Documentation must be grammatically correct with proper punctuation, capitalization and grammar. 10. Provides help to staff in working and completing case prep, as assigned. 11. Provides guidance and coaching. 12. Participates in the orientation of newly hired staff. 13. Monitors and ensures optimum customer service. 14. Maintains and ensures productivity, quality and other service standards. 15. Participates in on-going training programs to ensure quality performance and compliance with guidelines. 16. Understands company’s Quality Improvement Program and participates in on-going Quality Assurance projects as needed. 17. Helps evaluate staff performance based on developed standards and metrics. 18. Additional tasks may include (but not limited to): o Answering questions and reviewing cases from clinical and non-clinical staff , via phone , email or in person o Handling escalated cases o Conducting team meetings o Other tasks as assigned
  22. 22. 21 Job Requirements: Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, etc. Economics and Accounting — Knowledge of basic economic and accounting principles and practices. Education and Training — Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions. Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process. Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
  23. 23. 22 Education:  Bachelors /College Degree/ Master’s Degree in Nursing and Professional License in the Philippines and in the United States (Passed Board/Bar/Professional License Exam). Experience:  3 – 4 year(s) in Account Management and relevant experience in Business Process Outsourcing/ Clinical Process Outsourcing in Health Care (Health Plans, Workers' Compensation, Utilization Review, Auto-injury, Disability Intake and Absence Management, etc.)  1 – 2 year(s) hospital / bedside experience
  24. 24. 23 SECTION III FUNDAMENTAL ANALYSIS / MOTIVATIONAL ANALYSIS Position Title: Program Manager Department: Productions Reports to: Operations Manager Basic Minimum Requirement Maximum Requirement Educational Qualification Bachelor’s Degree in Nursing (in a reputable university) Master’s Degree in Nursing (in a reputable university) Professional License Active and Unrestricted License in the Philippines and the United States (any state) Active and Unrestricted License in the Philippines and the United States (any state) Experience 3 years managerial experience; 6 months hospital experience 4 years managerial experience; 2 years hospital experience Work Schedule Fixed work schedules, 5 days a week (9 hour schedule) Shifting schedules, 5 days a week (9 hour schedule and as needed/ required) Location National Capital Region Central Luzon Value and Self-image Minimum Requirement Maximum Requirement Nature of employment Permanent Occasional Job Rotation Benefits Minimum Requirement Maximum Requirement Salary Php 60,000.00 (gross) Php 75,000.00 (gross) Growth Opportunity Promotion in 4 years Promotion in 3 years or less Job Aspects Good understanding of the U.S. Nursing Guidelines In depth knowledge of the Health Care Facet in the U.S. Dissonance Factors Shifting work schedules Work location may require going to other site offices Trait Parameters Attitude Orientation (Adaptability) People Skills (Communication, Pressure bearing) Managerial Aptitude (Delegation, Planning) Team Orientation (Cooperation)
  25. 25. 24 SECTION IV & SECTION V JOB ELEMENT ANALYSIS S.No Job /Task Knowledge/ Skills Threshold Differentiator 1 Administrative Support K - Conventional management through effective group and inter-group work - Knowledge of Escalation handling - Advanced and contemporary management and business handling - Application and awareness of different philosophical systems S - Judgment and Decision Making - Coordination - Social Perceptiveness - Communication - Service Orientation - Critical Thinking - Analytical Skills 2 Staff Monitoring and Management K - Knowledge of Department Organization - Knowledge of Process Implementation - Knowledge of proper Guidance and Outlining of Tasks - Knowledge of Employee Monitoring Software - Well-versed with Different State Guidelines for Nurses S - Communication - Time Management - Monitoring - Management of Personnel Resources - Operations Analysis Job Elements Administrative Support Staff Monitoring and Management Employee Performance Management Quality Maintenance Lifelong Learning
  26. 26. 25 3 Employee Performance Management K - Knowledge of Basic Performance Metrics - Knowledge of Feedback and Coaching Implementation - In-depth knowledge of Group behavior and Dynamics - Knowledge of Societal trends and Influences S - Communication - Active Listening - Monitoring - Learning Strategies - Social Perceptiveness 4 Quality Maintenance K - Knowledge of Reports and data publication/ generation - Knowledge of Basic Performance Metrics - Knowledge of QA Calibration execution - Knowledge of QA Trends and Appropriate Coaching Summaries - Extensive knowledge of QA principles S - Active Listening - Judgment and Decision Making - Reading Comprehension - Systems Analysis - Systems Evaluation - Quality Control Analysis 5 Lifelong Learning K - Knowledge of Basic Training Programs relevant to job title/ field of expertise - Knowledge of Basic State Guidelines for Nurses - Well-versed with Essential Training Programs and/or Certifications relevant to job title/ field of expertise - Well-versed with Different State Guidelines for Nurses S - Active Learning - Instructing - Learning Strategies
  27. 27. 26 SECTION VI BEHAVIOR TRAITS S. No Category Trait Definition 1 Attitude orientation Adaptability Proven ability to perform well under changing conditions and high stress; ability to relate to varied personalities and absorb new methods with practical results. 2 People Skill Communication Can express needs and desires effectively to co-workers and superiors in a professional manner. Pressure Bearing Creates a positive impression and makes pressure felt in any given situation with favorable results. 3 Managerial Aptitude Delegation Can assign responsibility and authority in the interest of improving expedience of action; can effectively work through people to accomplish desired ends. Planning Establishes short and long term range objectives, course of action for achievement, and syllabus of specific tasks, proactive in setting targets and task accomplishment. 4 Team orientation Cooperation Highly motivated toward selfless service to co-workers, customers, and organizational goals; looks at tasks as a commitment to others and organizational excellence.
  28. 28. 27 SECTION VII QUESTIONS Basic Questions Educational Qualification Would Nursing be your first choice back in college? When did you start to love the course? What happened after you have graduated Nursing? Professional License When did you take up the local board exam? What made you took up the US Licensure exam? How did you prepare for the licensure exams? Experience How many years of experience do you currently have in this role? Location How many hours did you prepare in going to our office? Are you amenable in working with our current location? Are you willing to travel/ relocate? Are you willing to work in our current site? How about in our other site? Value and Self-Image Questions Work Schedule How many hours a week are your usual work hours? Are you willing to work on weekends? Are you willing to work on holidays? Are you amenable to work in a shifting schedule? Benefits Questions Salary What is your current basic salary? Do you have allowances, health insurance, and other benefits? How much would be your expected gross salary? Is the salary that you mentioned negotiable? Growth Opportunity What were your expectations about your previous job and to what extent were they met? How do you want to improve yourself in the next year? What challenges are you looking for in a position? What are you looking for in terms of career development? Behavioral Traits Questions Attitude Orientation Adaptability -Describe a major change that occurred in a job that you held. How did you adapt to this change? -Tell us about a situation in which you had to adjust to changes over you had no control. How did handle it? People Skill Communication -Give an example of a time when you were able to successfully communicate with another person, even when that individual may not have personally liked you, or vice- versa. -Describe a time when you were able to effectively communicate a difficult or unpleasant idea to a superior.
  29. 29. 28 People Skill Pressure Bearing -What kind of feedback have you received about your image? -Do you make a conscious effort to convey a certain image? Managerial Aptitude Delegation -How do you make the decision to delegate work? -Do you consider yourself as a macro or micro manager? How do you delegate? Planning -Describe how you develop a project team’s goals and project plan. -What have you done in order to be effective with your organization and planning? Team Orientation Cooperation -Describe a situation in which you had to arrive at a compromise. What was your role? What steps did you take? What was the end result? -Describe the types of teams you’ve been involved with. What were your roles?

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