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 FUNCTIONS

• Displays 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.

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