Patient Services Specialist (PRN)_

Houston

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.

**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.

**EDUCATION**

+ Bachelor's degree

**WORK 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 - REQUIRED**

+ N/A

**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 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._

+ On Call* No

**TRAVEL****

_**Travel specifications may vary by department**_

+ May require travel within the Houston Metropolitan area No

+ May require travel outside Houston Metropolitan area No

**Company Profile:**

Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist 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 area. Houston Methodist 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, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.

Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.

**Equal Employment Opportunity**

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.

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.