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
Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.Serves as a liaison between patient, facility, and physicians to ensure exams, tests, and procedures are scheduled timely, accurately, and appropriately. Communicates special requests and add-ons with appropriate department team as needed.Communicates with departments throughout the facility when barriers to the current schedule present.Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.
SERVICE ESSENTIAL FUNCTIONS
Schedules patients for complex services (e.g., surgery, special procedures) on a routine basis accurately on the appropriate schedule. Synchronizes the appointment calendars in order to effectively schedule patients according to physician/department availability and urgency of patient service requirements as needed. May also provide pre-registration services.Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria. Enters all diagnostic services, surgical services and special procedures on the schedule as applicable.Confirms patients' appointments, instructs on location and directions to facility/department, relays pre-appointment preparations, and arranges for patients to have interpreter, mobility, or other assistance as needed for the visit.Establishes/updates the hospital account record to include detailed patient demographic and insurance information in EHR system, selecting insurance plans and payers, and medical necessity determination.Responds promptly to requests by staff, patients, and physicians; reschedules and/or cancels appointments as needed. Assists with resolving EHR work queues that support scheduling. Generates reports and assists with department correspondence as directed.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and outcome. Resolves complex problems and issues.Schedules patient appointments utilizing standard operating procedures and enters data into EHR system with a high level of thoroughness, accuracy and timeliness.Meets scheduling goals set by the department (e.g., abandonment rate, productivity/ activities per hour, etc.).
FINANCE ESSENTIAL FUNCTIONS
Gathers demographic and insurance information so that the patient's insurance may be verified, authorization obtained, and patient's portion determined prior to the patient's date of service.Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSSeeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Generates and communicates new ideas and suggestions that will improve quality or service.
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 experience in a medical setting or call center environment to include two years of medical scheduling 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 principlesAbility to multi-task and flexibility to meet the needs of patients, physicians, and departmentKnowledge of mid-level registration/access functions and insurance procedures, including familiarity with insurance network parametersAbility to problem solveMid-level understanding of medical terminology and diagnosis/procedural codesAbility to remain calm in stressful situations with patience and understandingExcellent customer service and professional communication skillsProficient computer skills and ability to learn and navigate multiple software programsAbility to handle detail work accurately and rapidlyStrong training, leadership, and mentoring skills
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform YesScrubs 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 NoMay require travel outside Houston Metropolitan area No Company Profile
Houston Methodist Cypress Hospital, scheduled to open in the first quarter of 2025, will be Houston Methodist's ninth hospital and will incorporate the most advanced technology available from the day the doors open. With 100 beds (at our opening; licensed for 276) and a prime location in the heart of the rapidly growing U.S. 290 corridor, the hospital will be equipped with technologically advanced innovations implemented during COVID, many of them designed to make patient communication with physicians, staff and families the very best and most effective in any health care facility. Even though the hospital won't be fully operational until 2025, we have several services and specialties opening in 2024.
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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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