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.Practices the Caring and Serving ModelDelivers personalized service using HM Service StandardsProvides 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 jobDisplays cultural humility, diversity, equity and inclusion principlesActively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities PEOPLE ESSENTIAL FUNCTIONS
Serves as preceptor, mentor, and resource to less experienced staff. Coordinates training to department personnel on required processes for various department tasks, e.g. ordering supplies, scheduling, patient paperwork, etc. Collaborates with department staff members to ensure the required resources are available for scheduled meetings and department activities. Coordinates office staff schedules, as appropriate, to provide daily staff coverage to promote/maintain smooth department operations.Identifies, anticipates potential customer problems and resolves patient and visitor issues with highest level of customer service, professionalism and compassion. Promotes excellent teamwork and department communication. Provides an effective communication link between patient and medical staff, assisting patients when needed.Role models' healthy work relationships such as mitigation of conflict, leading problem-solving and resolution efforts. Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Recommends initiatives to improve department scores for employee engagement.
SERVICE ESSENTIAL FUNCTIONS
Coordinates and provides routine duties associated with department functions and services, e.g. reception, scheduling, supplies, responds to patient/customer requests or flow/office clerical resources, pre-authorizations etc. Maintains timelines for follow up and prioritization of department projects and tasks.Compiles and composes a variety of correspondence, department reports and presentations using the appropriate office equipment and software for word processing, graphics and spreadsheets.Independently completes requests from management for routine changes in department processes, e.g. wayfinding, physical signs and on-line systems. Organizes and maintains department files, manuals and records to assure ready access to information.Establishes a safe and harmonious environment to provide the highest standard of service. Initiates improvement of department/practice for customer service and/or patient satisfaction and/or department key performance indicators.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Directs problem definition and resolution activities, following managerial review, as appropriate. May perform initial investigation and information for internal and external complaints to management. Follows up on action items to ensure completion of assignments, ensuring all deadlines are met.Protects privacy rights and maintains confidentiality of patient information and computer security codes, as well as protects the integrity of privileged information.Participates in department quality improvement processes. May assist management to assure Environment of Care rounds are performed. Contributes towards improving department/practice quality and safety scores.
FINANCE ESSENTIAL FUNCTIONS
Exhibits judicious use of department resources to maximize operational budget. Maintains and reconciles supply levels to ensure compliance with department budget operations while maintaining financial efficiency. Coordinates, uses sound judgement and fiscal responsibility, processing and resolution of requisitions, vouchers, purchase orders, and capital/project materials, as appropriate.Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Utilizes time efficiently and helps other team members.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSIdentifies innovative solutions for process improvement to make processes work better for patients, visitors, and department.Seeks continuous professional development opportunities on topics such as guest relations, patients' rights, and medical issues. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.
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
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
WORK EXPERIENCE
Four years of secretarial, clerical support or related experience, including one-year healthcare related experience 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 evaluationsSufficient 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 securityAbility 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 principlesConducts self in a professional manner at all timesStrong analytical skillsDemonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environmentWell-developed skills using independent judgmentDemonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilitiesAbility to work with peers in a team situationProfessional handling of exposure to confidential/sensitive informationAbility to collaborate with management, medical staff, and employees at all levels within the organizationAbility to work under pressure and balance many competing prioritiesProficient with word processing, spreadsheet, and presentation softwareKnowledge of current software(s) and computer systems relevant to facility management work orders systems required.Comprehensive knowledge of physician referral protocol and hospital policies and procedures
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (department approved) Yes
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 YesMay require travel outside Houston Metropolitan area No Company Profile
Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.
In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.
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Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested. Application FAQs
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