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
Greets customers and responds to general and specific inquiries that require advanced department knowledge and critical thinking skills. Answers and triages customer calls and questions.Performs more complex processes related to scheduling, registration data financial clearance activities or other specialized department related protocols.Coordinates patient flow as directed with consistency, timeliness, and advanced skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials.Role models healthy communication such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as a preceptor, mentor and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement.
SERVICE ESSENTIAL FUNCTIONS
Ensures high quality service is provided in designated areas. Responds promptly to requests and keeps open channels of communication, building rapport with physician, patient and service areas. Maintains confidentiality in all communications. Anticipates and coordinates department needs, contributing to patient, employee and physician satisfaction.Responds to patient records requests per protocol; updates EMR as needed. Provides other administrative assistance as directed.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Serves as a liaison for the patient, medical staff, and visitors. Communicates to resolve patient and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and resolution.Enters patient and operational data into various database systems with a high level of thoroughness, accuracy and timeliness. Obtains physicians' orders are followed, as needed.Identifies and assesses issues and opportunities for improvement and implements changes following managerial review. Follows up on action items to ensure completion of assignments.
FINANCE ESSENTIAL FUNCTIONS
Works with patient access staff to confirm insurance authorization has been obtained as needed. Educates patients and others about potential financial responsibilities as necessary.Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.Uses department resources/equipment/supplies properly and efficiently. Participates in inventory management by taking action to ensure supply levels are adequate. Identifies cost savings or opportunities for efficiencies.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSDisplays initiative to improve job functions; offers suggestions to streamline process for efficient patient flow and other quality or service matters. Maintains adaptability and flexibility during changing demands.Offers innovative solutions through participation in performance improvements projects and activities. Follows up on action items to ensure completion of assignments.
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
Three years of experience in a related role within healthcare 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 principlesPossesses excellent customer service skills, as well as organizational and critical thinking skillsDemonstrates proficient use of computer hardware and software with the ability to naviagete multiple systems simulataneouslyIntermediate knowledge of medical terminologyDemonstrates effective and appropriate decision-making judgement, and confidentiality as well as attention to detail and follow-throughWorking knowledge of insurance requirements for reimbursement as appropriate
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 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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