Overview
At Houston Methodist, the Imaging Representative is responsible for performing routine administrative duties which include; patient check in / check out functions, telephone calls, receiving and directing visitors, registration, and appointment scheduling to facilitate the patient visit experience. Responsible for ensuring physician orders and / or insurance authorization have been obtained. Other duties include responding to patient record requests and / or providing general operations assistance specific to the scope of the department.
Houston Methodist Standard
PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
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 valuesResponsibilities
PEOPLE ESSENTIAL FUNCTIONS
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.Uses excellent communication skills (verbal, nonverbal, written) to provide the highest quality service during every patient, physician, guest, employee, or other encounter. Responds promptly to requests by staff, patients, physicians, and other members of the patient care team. Recognizes and responds appropriately to urgent / emergent situations per protocols.Communicates with departments throughout facility when barriers to the current schedule present. Provides appropriate notification of issues that may result in service delays or denials.SERVICE ESSENTIAL FUNCTIONS
Maintains a safe and welcoming environment for patients, staff and visitors, contributing to patient, employee and physician satisfaction.Performs patient check in / check out functions. Obtains and inputs accurate scheduling and registration data to initiate financial clearance activities as needed.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. Appropriately and in coordination with department protocols communicates to resolve patient and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and resolution.Conveys patient information to others appropriately while complying with patient confidentiality and HIPAA regulations. May assist clinical staff as per scope of treatment center.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.GROWTH / INNOVATION ESSENTIAL FUNCTIONS
Generates and communicates new ideas and suggestions that will improve quality or service.Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.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
One year of experience in a strong customer service environmentExperience in a healthcare related work environment preferredLicense / Certification
LICENSES AND CERTIFICATIONS - REQUIRED
N / AKSA / 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 principlesStrong customer service, phone and scheduling skillsBasic computer skills in word processing applications and ability to utilize software systems such as the electronic medical recordKnowledge of basic medical terminologyAbility to analyze and solve problemsSUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (department approved) YesON-CALL
Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.On CallTRAVEL
Travel specifications may vary by departmentMay require travel within the Houston Metropolitan area NoMay require travel outside Houston Metropolitan area NoCompany Profile
Houston Methodist Cypress Hospital, scheduled to open in the first quarter of 2025, will be Houston Methodist's ninth hospital and will incorporate the most advanced technology available from the day the doors open. With 100 beds (at our opening; licensed for 276) and a prime location in the heart of the rapidly growing U.S. 290 corridor, the hospital will be equipped with technologically advanced innovations implemented during COVID, many of them designed to make patient communication with physicians, staff and families the very best and most effective in any health care facility. Even though the hospital won't be fully operational until 2025, we have several services and specialties opening in 2024.
