At Houston Methodist, the Patient Services Specialist PRN is responsible for providing customized concierge assistance to patients serving as the primary point of contact for all inpatient, outpatient, and physician office facilitation for their respective patients. The Patient Services Specialist PRN facilitates services for patients appropriately, thereby enhancing the reputation of Houston Methodist and is a fundamental contributor to the 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- Serves as main point of contact for all inpatient, outpatient, and physician office facilitation to include routing and handling requests appropriately. Applies in depth knowledge of hospital services as well as an ability to handle multiple tasks at once in a fast moving and dynamic environment.
- Cultivates relationships with physician offices, professional services, and other hospital departments to ensure seamless coordination of patient encounters.
- Enhances patient experience by providing customized concierge assistance to each patient throughout the patient's entire visit.
SERVICE ESSENTIAL FUNCTIONS- Delivers prompt and personalized service to patients, handles multiple requests including but not limited to information, medical appointments, rescheduling, cancellations, etc. while delivering culturally appropriate high-end concierge service to each patient. Develops creative, meaningful solutions for patients and family members. Will provide language assistance as needed.
- Proactively resolves patient concerns to reach resolutions in a swift manner to avoid interruptions of services.
- Communicates effectively with patients, family members, co-workers, medical staff hospital personnel, and all other clients; treats all individuals with dignity and respect and participates in activities to improve working relationships within the department.
- Stays abreast of hospital services offered to better assist patients.
QUALITY/SAFETY ESSENTIAL FUNCTIONS- Provides appropriate and accurate documentation/tracking in (CRM) systems for each patient.
- Partners with Finance to ensure an efficient and complete patient registration process.
- Understands legal and liability considerations of maintaining confidentiality and addressing situations of necessary information disclosure; including confidentiality and mandated reporting of information to include federal, state, and organization.
FINANCE ESSENTIAL FUNCTIONS- Enters basic insurance and demographic information into appropriate data systems to streamline patient processing.
- Provides support on auditing patient types such as International, International 1, Platinum, and/or Corporate patient information and collecting referral information on all patients whose services are facilitated at our hospitals.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS- Engages in special projects and committees as assigned by manager.
- Seeks opportunities to drive new initiatives when needed and assumes alternative roles and responsibilities within the office as needed.
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.
EDUCATIONWORK EXPERIENCE- Five years of experience in a hospital setting required, preferably within a patient services environment where routine resolution was required and knowledge of operations was critical
LICENSES AND CERTIFICATIONS - REQUIREDKNOWLEDGE, SKILLS, AND ABILITIES- 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
- Proficiency in oral and written Spanish or Arabic
- Proficiency in medical terminology
- Comprehensive knowledge of physician referral protocol and hospital policies and procedures
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
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.