At Houston Methodist, the Patient Guide position oversees and coordinates the patient experience at the Methodist department to which he or she is assigned. The Patient Guide position provides support for patients and their families to obtain seamless service through effective communication. This position functions strictly as a guide and does not participate in hands-on patient care. The guide also acts as a departmental representative with staff to communicate the Methodist experience culture within the department. The Patient Guide will coordinate multiple tasks, working one on one with people utilizing extraordinary communication and nurturing skills. This position is responsible for communicating effectively and ensuring a positive patient experience.
PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer 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 Model
- Delivers personalized service using HM Service Standards
- Provides 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 job
- Displays cultural humility, diversity, equity and inclusion principles
- Actively supports the organization's vision, fulfills the mission and abides by the I CARE values
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 FUNCTIONS- Participates 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.
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 EXPERIENCELICENSES AND CERTIFICATIONS - REQUIREDKNOWLEDGE, SKILLS, AND ABILITIES- Must be highly motivated and have the ability to act independently with minimal supervision
- Bilingual skills preferred
- Excellent verbal and written English communication skills
- Ability to communicate both verbally and in writing to a variety of audiences
- Must have good listening skills
- Must be efficient at organizing work load and using time
- Some knowledge of regulatory guidelines in relation to patient rights and DNV standards needed
- Proficient in basic Excel spreadsheet applications
- Basic proficiency in MS Outlook; MS Access skills preferred
- Ability to interact professionally with all levels of personnel, patients, families, visitors and physicians
- Ability to relate in a professional manner to represent both the patient's and the hospital's perspective on issues addressed
- Knowledge of basic medical terminology and hospital operations preferred
- Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
- Sufficient 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 security
- Ability 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 No
- Scrubs No
- Business professional Yes
- Other (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.
TRAVEL****Travel specifications may vary by department**
- May require travel within the Houston Metropolitan area No
- May require travel outside Houston Metropolitan area No
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.