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
Documents and addresses patients and families personalized needs and prepares daily items and activities to create a sense of personalized patient care.Facilitates smooth relationships between department and supporting areas including but not limited to financial counseling, social work, volunteers and patient transportation.
SERVICE ESSENTIAL FUNCTIONS
Anticipates and assesses patient and family needs and addresses issues in a proactive manner.Facilitates a culture of values, personalized service and safety throughout the department and the system.Interacts with patients/families upon request to identify concerns and serves as a connector to Patient Liaison when issues are identified.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Follows up with patients/families as necessary to insure communication is complete.Communicates hospital policy and departmental guidelines to patients and their families if applicable
FINANCE ESSENTIAL FUNCTIONS
Identify cost savings or revenue opportunities.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSParticipates in departmental projects and process improvement initiatives.Generates and communicates ideas and suggestions that improve quality and safety.
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 in a health care related field or an additional four years of customer service experience in addition to the minimum experience required below in lieu of degree
WORK EXPERIENCE
None License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
N/A KSA/ Supplemental Data KNOWLEDGE, SKILLS, AND ABILITIES
Must be highly motivated and have the ability to act independently with minimal supervisionBilingual skills preferredExcellent verbal and written English communication skillsAbility to communicate both verbally and in writing to a variety of audiencesMust have good listening skillsMust be efficient at organizing work load and using timeSome knowledge of regulatory guidelines in relation to patient rights and DNV standards neededBasic data entry skillsProficient in basic Excel spreadsheet applicationsBasic proficiency in MS Outlook; MS Access skills preferredAbility to interact professionally with all levels of personnel, patients, families, visitors and physiciansAbility to relate in a professional manner to represent both the patient's and the hospital's perspective on issues addressedKnowledge of basic medical terminology and hospital operations preferredDemonstrates 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 principles
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (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 NoMay require travel outside Houston Metropolitan area No Company Profile
Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.
The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.
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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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