Patient Access Representative jobs at Houston Methodist - 68 jobs

At Houston Methodist, the Patient Access Representative position is responsible for performing multiple patient access functions on a daily basis to include any combination of the following: scheduling, insurance verification, and registration. This position serves as the liaison between groups such as patients, staff, physicians/physician offices, insurance providers, and others for routine matters as the primary point of contact for resolving questions and issues as they relate to the scope of the department. This position is also responsible for obtaining and entering accurate scheduling, insurance, and registration data into the various operational systems to initiate financial clearance activities. Other duties may include transcribing orders or verifying referrals as pertinent 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 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 Actively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities 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 departmental and organizational results. Serves as a liaison between patients, staff, physicians/physician offices, insurance providers, and others for routine matters as the primary point of contact for resolving questions and issues as they relate to the scope of the department. SERVICE ESSENTIAL FUNCTIONS Performs multiple patient access functions on a daily basis to include any combination of the following: scheduling, insurance verification, and registration. May assist with obtaining clinical information, medical records, valid and complete orders or referrals, or other related tasks, resolving issues as needed. Contributes to patient flow as directed with consistency, timeliness, and skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials. Contributes to patient, employee, and physician satisfaction as well as effective revenue cycle process. Generates reports, assists with department correspondence, and provides other administrative assistance as directed. QUALITY/SAFETY ESSENTIAL FUNCTIONS Enters and updates patient and operational data into various database systems with a high level of thoroughness, accuracy and timeliness. Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and outcome. Ensures patient information is conveyed to others appropriately while complying with patient confidentiality and HIPAA regulations. FINANCE ESSENTIAL FUNCTIONS Accurately records information when performing functions such as registration, scheduling, and insurance verification/coordination to ensure financial objectives are met. Conducts front end revenue cycle duties such as collecting payments as needed. Educates patients and others regarding billing processes and 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 Displays initiative to improve job functions; offers suggestions to streamline process for efficient patient flow and other quality or service matters. 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 Three years of experience in a healthcare environment, to include experience in registration, scheduling, insurance verification, and/or business office License/Certification LICENSES AND CERTIFICATIONS - REQUIRED N/A KSA/ 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 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 Ability to analyze and solve problems Ability to multi-task and flexibility to meet the needs of patients, physicians, and department Knowledge of basic registration/access functions and insurance procedures Basic understanding of medical terminology and diagnosis/procedural codes Ability to remain calm in stressful situations with patience and understanding Excellent customer service and professional communication skills Proficient computer skills and ability to learn and navigate multiple software programs Ability to handle detail work accurately and rapidly SUPPLEMENTAL REQUIREMENTS WORK ATTIRE Uniform Yes Scrubs No Business professional Yes Other (department approved) Yes 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 Yes May require travel outside Houston Metropolitan area No Company Profile Houston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, personalized service and innovation. The growing campus offers more than 200 beds, 19 operating rooms and over 1,500 employees, with access to the most innovative medical and surgical care available, including robotic and minimally invasive surgery, full-spectrum heart care, state-of-the-art imaging, cancer care, labor and delivery with a level II neonatal ICU, neurology and neurosurgery, orthopedics and sports medicine, outpatient rehabilitation and 24/7 emergency services.

Inspire health. Serve with compassion. Be the difference. Conducts prospective review to abstract Hierarchical Condition Categories (HCC's) codes to report for the calendar year. Communicates (via Epic and in person) with providers on any outstanding HCC capture opportunities. Conducts retrospective reviews to ensure that documentation supports reporting the Hierarchical Condition Category code prior to payor submission. Essential Functions All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. Conducts prospective review of charts to identify HCC opportunity. Conducts retrospective review of charts to confirm documentation supports reporting. Utilizes payor specific software to assist in capturing HCCs. Communicates with providers about HCC opportunities for improvement. Identifies suspect conditions that would potentially support reporting an HCC. Participates in education offerings Participates in monthly meetings Performs other duties as assigned. Supervisory/Management Responsibilities This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree preferred Experience - Five (5) years professional fee coding experience In Lieu Of NA Required Certifications, Registrations, Licenses Certified Professional Coder (CPC), and Certified Risk Adjustment Coder (CRC) Knowledge, Skills and Abilities Knowledge of office equipment (fax/copier) Proficient computer skills including word processing, spreadsheets, database Data entry skills Mathematical skills Work Shift Day (United States of America) Location Independence Pointe Facility 7002 Value-Based Care and Network Services Department 70028459 HCC Coding Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Inspire health. Serve with compassion. Be the difference. Responsible for validating/reviewing and assigning applicable CPT, ICD-10, Modifiers and HCPCS codes for inpatient, outpatient and physicians office/clinic settings. Adheres to all coding and compliance guidelines. Maintains knowledge of coding/billing updates and payer specific coding guidelines for multi-specialty medical practice(s). Communicates with providers and team members regarding coding issues. Essential Functions All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. Validates/reviews codes for assigned provider(s)/Division(s) based on medical record documentation. Adheres to all coding and compliance guidelines. Responsible for resolving all assigned pre-billing edits Communicates billing related issues and participates in meetings to improve overall billing process Provides feedback to providers in order to clarify and resolve coding concerns. Assists in identifying areas that need additional training. Performs other duties as assigned. Supervisory/Management Responsibilities This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree preferred Experience - Two (2) years professional coding experience In Lieu Of NA Required Certifications, Registrations, Licenses Certified Professional Coder-CPC Knowledge, Skills and Abilities Maintains knowledge of governmental and commercial payer guidelines. Participates in coding educational opportunities (webinars, in house training, etc.). Ability to utilizes appropriate coding software and coding resources in order to determine correct codes. Knowledge of office equipment (fax/copier) Proficient computer skills including word processing, spreadsheets, database Data entry skills Mathematical skills Work Shift Day (United States of America) Location Corporate Facility 7001 Corporate Department 70019178 Medical Group Coding & Education Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Inspire health. Serve with compassion. Be the difference. Responsible for validating/reviewing and assigning applicable CPT, ICD-10, Modifiers and HCPCS codes for inpatient, outpatient and physicians office/clinic settings. Adheres to all coding and compliance guidelines. Maintains knowledge of coding/billing updates and payer specific coding guidelines for multi-specialty medical practice(s). Communicates with providers and team members regarding coding issues.Job Description Essential Functions Validate/Review codes for assigned provider(s)/Division(s) based on medical record documentation. Adheres to all coding and compliance guidelines. 40% Responsible for resolving all assigned pre-billing edits.15% Utilizes appropriate coding software and coding resources in order to determine correct codes. 15% Communicates billing related issues to assigned supervisor/manager and participates in Denial meetings in order to improve overall billing when applicable. 10% Participates in coding educational opportunities (webinars, in house training, etc.). 5% Provides timely feedback to providers in order to clarify and resolve coding concerns. 5% Maintain knowledge of governmental and commercial payer guidelines. 5% Assists with the Coding Education team to identify areas that need additional training. 5% Performs other duties as assigned. Supervisory/Management Responsibilities This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree - Preferred Experience - 2 years - Professional coding only In Lieu Of NA Required Certifications, Registrations, Licenses Certified Professional Coder-CPC Knowledge, Skills and Abilities Knowledge of office equipment (fax/copier) Proficient computer skills including word processing, spreadsheets, database and data entry Mathematical skills Work Shift Day (United States of America) Location Independence Pointe Facility 7001 Corporate Department 70019178 Medical Group Coding & Education Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Inspire health. Serve with compassion. Be the difference. Responsible for validating/reviewing and assigning applicable CPT, ICD-10, Modifiers and HCPCS codes for inpatient, outpatient and physicians office/clinic settings. Adheres to all coding and compliance guidelines. Maintains knowledge of coding/billing updates and payer specific coding guidelines for multi-specialty medical practice(s). Communicates with providers and team members regarding coding issues. Essential Functions * All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. * Validates/reviews codes for assigned provider(s)/Division(s) based on medical record documentation. Adheres to all coding and compliance guidelines. * Responsible for resolving all assigned pre-billing edits * Communicates billing related issues and participates in meetings to improve overall billing process * Provides feedback to providers in order to clarify and resolve coding concerns. * Assists in identifying areas that need additional training. * Performs other duties as assigned. Supervisory/Management Responsibilities * This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements * Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree preferred * Experience - Two (2) years professional coding experience In Lieu Of * NA Required Certifications, Registrations, Licenses * Certified Professional Coder-CPC Knowledge, Skills and Abilities * Maintains knowledge of governmental and commercial payer guidelines. * Participates in coding educational opportunities (webinars, in house training, etc.). * Ability to utilizes appropriate coding software and coding resources in order to determine correct codes. * Knowledge of office equipment (fax/copier) * Proficient computer skills including word processing, spreadsheets, database * Data entry skills * Mathematical skills Work Shift Day (United States of America) Location Independence Pointe Facility 7001 Corporate Department 70019178 Medical Group Coding & Education Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Inspire health. Serve with compassion. Be the difference. Responsible for validating/reviewing and assigning applicable CPT, ICD-10, Modifiers and HCPCS codes for inpatient, outpatient and physicians office/clinic settings. Adheres to all coding and compliance guidelines. Maintains knowledge of coding/billing updates and payer specific coding guidelines for multi-specialty medical practice(s). Communicates with providers and team members regarding coding issues. Essential Functions * All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. * Validates/reviews codes for assigned provider(s)/Division(s) based on medical record documentation. Adheres to all coding and compliance guidelines. * Responsible for resolving all assigned pre-billing edits * Communicates billing related issues and participates in meetings to improve overall billing process * Provides feedback to providers in order to clarify and resolve coding concerns. * Assists in identifying areas that need additional training. * Performs other duties as assigned. Supervisory/Management Responsibilities * This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements * Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree preferred * Experience - Two (2) years professional coding experience In Lieu Of * NA Required Certifications, Registrations, Licenses * Certified Professional Coder-CPC Knowledge, Skills and Abilities * Maintains knowledge of governmental and commercial payer guidelines. * Participates in coding educational opportunities (webinars, in house training, etc.). * Ability to utilizes appropriate coding software and coding resources in order to determine correct codes. * Knowledge of office equipment (fax/copier) * Proficient computer skills including word processing, spreadsheets, database * Data entry skills * Mathematical skills Work Shift Day (United States of America) Location Greenville Memorial Med Campus Facility 7001 Corporate Department 70019178 Medical Group Coding & Education Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Inspire health. Serve with compassion. Be the difference. Conducts prospective review to abstract Hierarchical Condition Categories (HCC's) codes to report for the calendar year. Communicates (via Epic and in person) with providers on any outstanding HCC capture opportunities. Conducts retrospective reviews to ensure that documentation supports reporting the Hierarchical Condition Category code prior to payor submission. Essential Functions * All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. * Conducts prospective review of charts to identify HCC opportunity. * Conducts retrospective review of charts to confirm documentation supports reporting. * Utilizes payor specific software to assist in capturing HCCs. * Communicates with providers about HCC opportunities for improvement. * Identifies suspect conditions that would potentially support reporting an HCC. * Participates in education offerings * Participates in monthly meetings * Performs other duties as assigned. Supervisory/Management Responsibilities * This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements * Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree preferred * Experience - Five (5) years professional fee coding experience In Lieu Of * NA Required Certifications, Registrations, Licenses * Certified Professional Coder (CPC), and * Certified Risk Adjustment Coder (CRC) Knowledge, Skills and Abilities * Knowledge of office equipment (fax/copier) * Proficient computer skills including word processing, spreadsheets, database * Data entry skills * Mathematical skills Work Shift Day (United States of America) Location Independence Pointe Facility 7002 Value-Based Care and Network Services Department 70028459 HCC Coding Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Inspire health. Serve with compassion. Be the difference. Responsible for abstracting and validating CPT, ICD-10 and HCPCS codes for inpatient, outpatient and physician's office/clinic settings. Adheres to all coding and compliance guidelines. Maintains knowledge of coding/billing updates and payer specific coding guidelines. Serves as a subject matter expert for assigned specialty. Essential Functions All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference. Abstracts/codes for assigned provider(s)/division(s) based on medical record documentation. Adheres to all coding and compliance guidelines. Utilizes appropriate coding software and coding resources in order to determine correct codes. Communicates billing related issues to assigned supervisor/manager and participates in meetings in order to improve overall billing, when applicable. Follows departmental policies for charge corrections. Participates in coding educational opportunities (webinars, in house training, etc.). Provides feedback to providers in order to clarify and resolve coding concerns. Resolves assigned pre-billing edits. Assists in identifying areas that require additional training. Mentors and assists in training other coders and new team members Performs other duties as assigned. Supervisory/Management Responsibilities This is a non-management job that will report to a supervisor, manager, director or executive. Minimum Requirements Education - High School diploma or equivalent or post-high school diploma / highest degree earned. Associate degree preferred Experience - Five (5) years professional fee coding experience In Lieu Of NA Required Certifications, Registrations, Licenses Certified Professional Coder (CPC) Specialty Certification from AAPC that correlates with assigned specialty Knowledge, Skills and Abilities Maintain knowledge of governmental and commercial payer guidelines. Knowledge of office equipment (fax/copier) Proficient computer skills including word processing, spreadsheets, database Data entry skills Mathematical skills Work Shift Day (United States of America) Location 1200 Colonial Life Blvd Facility 7001 Corporate Department 70019178 Medical Group Coding & Education Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

INTEGRIS Health Cardiovascular Physicians, Oklahoma's largest not-for-profit health system has a great opportunity for a Patient Service Representative that will float to Altus and Elk City, Oklahoma. In this position, you'll work Monday - Friday Days with our team providing exceptional care to those who have entrusted INTEGRIS Health with their healthcare needs. If our mission of partnering with people to live healthier lives speaks to you, apply today and learn more about our recently enhanced benefits package for all eligible caregivers such as, front-loaded PTO, 100% INTEGRIS Health paid short-term disability, increased retirement match, and paid family leave. We invite you to join us as we strive to be The Most Trusted Partner for Health. The Patient Services Representative is responsible for answering telephones, taking concise messages, scanning and indexing information into the medical record, handling requests for medical records and basic scheduling. This position requires population specific competencies. Adheres to National Patient Safety Goals as appropriate based on the level of patient contact this position requires. INTEGRIS Health is an Equal Opportunity/Affirmative Action Employer. REQUIRED QUALIFICATIONS EXPERIENCE: 6 months customer service experience IMG Float Pool: This job requires the incumbents to operate a INTEGRIS-owned vehicle OR personal vehicle (non-INTEGRIS-owned) and therefore must have a current Oklahoma State Driver's License as well as a driving record which is acceptable to our insurance carrier. PREFERRED QUALIFICATIONS EXPERIENCE: 1-year clerical experience Experience in the following areas: responsibility for cashier procedures and/or basic accounting, clinic check in/out procedures, basic health insurance, HMO, PPO, and basic medical terminology, general knowledge of CPT and ICD-9 coding 6 months telephone customer service experience The Patient Services Representative responsibilities include, but are not limited to, the following: Responsible for receiving and/or dispatching incoming phone calls Collects payments for copays and deductibles Makes financial arrangements for patients Performs check in and out duties accurately and timely Makes appointments for visits and, if an emergency, informs a clinical employee or provider Verifies insurance eligibility and benefits and records the information in the medical record; completes referrals to specialty providers, home health, etc. Accurately enters patient demographics into the practice management system Takes messages when answering the telephone, correctly spelling names and identifying patient by two patient identifiers according to National Patient Safety Goals Takes clear and concise messages from pharmacies, physicians and hospital personnel; directs the message to the Clinical employee and/or Provider Manages large call volume while maintaining excellent telephone etiquette Organizes workflow to meet patient needs in a timely manner Reports to Office Manager/Supervisor. This position may have additional or varied physical demand and/or respiratory fit test requirements. Please consult the Physical Demands Project SharePoint site or contact Risk Management/Employee Health for additional information. Must be able to handle a high volume of telephone calls (potentially hundreds per day), and high volume of patient interaction (potentially hundreds per day), i.e., scheduling appointments, discussing billing problems, setting up payment arrangements, collecting past due payments. Must be able to handle multiple tasks and work in a high stress environment. May be required to drive. All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status.

At Houston Methodist, the Senior Patient Access Center Representative position is responsible for assuring that patients in need of scheduling appointments are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration, and verification of eligibility and benefits. This position is responsible for executing complex processes related to scheduling or other department-related protocols. The Senior Patient Access Center Representative position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. This position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities for the Senior Patient Access Center Representative position include providing excellent customer service when communicating with patients who receive services at our facilities and providing notification to patients, physicians, hospital/clinical staff, and management of issues that may result in potential service delays or reimbursement denials. **FLSA STATUS** Non-exempt **QUALIFICATIONS** **EDUCATION** + High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) + Associate's degree preferred **EXPERIENCE** + Four years of experience in healthcare setting/call center operations + Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred **SKILLS AND ABILITIES** + Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 + Ability to multitask, prioritize and the flexibility to meet the needs of the department + Excellent communication and interpersonal skills via telephone and in person + Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes + Ability to remain calm and patient in stressful situations + Excellent spelling/grammar skills + Working knowledge of PC environment utilizing Windows and word processing; basic Excel, Word and PowerPoint knowledge + Capable of working and navigating several applications and websites related to registration simultaneously + Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc. + Strong training, coaching to performance and leadership skills **ESSENTIAL FUNCTIONS** **PEOPLE ESSENTIAL FUNCTIONS** + Demonstrates the ability to use critical thinking skills and healthcare knowledge to manage through primary care, specialty care, and ancillary scheduling processes. Utilizes independent judgment to accommodate special requests from internal and external customers as indicated. + Follows established protocols directly as indicated by management and physicians on applicable platforms on an as needed basis and consistently manages multiple software applications to schedule appointments. + Serves as a liaison for agents, hospital/clinical staff, and leaders and as such will interact with all levels of staff and management, physicians, patients and families to obtain information and properly schedule and register patients for services. + Serves as a role model and mentor to less experienced staff. Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture. + Triages calls for the Patient Access Center as appropriate to other areas as received on a daily basis while working under the guidelines and scripts as set forth by management. Provides patients with information needed to prepare for appointments per Center/Service protocols. Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations. + Discusses department performance metrics and recommendations for performance improvement. Keeps open channels of communication with all parties involved, including physician, patient and service areas, regarding action taken and resolution. Promotes a friendly and professional customer service environment. **SERVICE ESSENTIAL FUNCTIONS** + Handles first-level escalations with patients, leveraging electronic medical record for appointment and/or customer service management. Leverages subject matter expertise for Epic with ability to override appointment templates when necessary. May develop departmental scripting and demonstrates excellence by following appointment scheduling policies and ensuring I CARE values are met while working within the scripting provided. Demonstrates knowledge and understanding of the various workflows of the Access Center Agents and is able to train new or newly transferred agents. + Acts as liaison between the patient and the physician and handles calls from physicians' office, always making sure to maintain a good relationship and obtain all necessary documents needed to support the referral process and close out referral process. + Displays initiative to improve job functions, offers suggestions to streamline process for efficient patient flow and other quality or service matters. Conducts workflow assessments with schedulers to improve department performance. **QUALITY/SAFETY ESSENTIAL FUNCTIONS** + Utilizes resources to perform verification of patient insurance. Obtains required data in order to support departmental and hospital clinical/financial needs. Maintains standard of productivity set by department policy and procedures. Uses established auditing procedures to process appointments and registrations. + Follows internal controls to ensure accurate appointing and assignment of valid insurance and eligibility is established correctly prior to patient visit. Provides patients with information needed to prepare for appointment per Center/Service protocol. + Meets scheduling goals and maintains standards of productivity set by the department (e.g., abandonment rate, productivity per hour, etc.) **FINANCE ESSENTIAL FUNCTIONS** + Works directly with the revenue cycle team and other departments to ensure the correct information and registration is complete and accurate prior to the patient visiting Houston Methodist for services. Identifies cost savings and other opportunities for efficiencies. + Obtains and enters accurate scheduling and registration data, including but not limited to: patient demographics, insurance, guarantor and clinical information on the information system in order to initiate financial clearance activities (benefit eligibility and verification, pre-certification notification and payment review). Documents patient's accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance. **GROWTH/INNOVATION ESSENTIAL FUNCTIONS** + Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner. **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 Yes + 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.

At Houston Methodist, the Patient Access Center Coordinator position is responsible for coordinating the daily functions and operations of the department to ensure appropriate service levels and workstreams. In partnership with management, this position ensures patients are scheduled for services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration and verification of eligibility and benefits. This position also ensures all members of the team are providing unparalleled customer service in a timely and professional manner. The Patient Access Center Coordinator provides first-level investigation for patient concerns, assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration through metric and workflow reviews, supports training needs of team members, and provides innovative suggestions for process improvement. **FLSA STATUS** Exempt **QUALIFICATIONS** **EDUCATION** + High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) + Associate's degree preferred **EXPERIENCE** + Five years of experience in healthcare setting/call center operations + Clinical knowledge and experience with a strong understanding of medical terminology preferred **SKILLS AND ABILITIES** + Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 + Ability to multitask, prioritize and the flexibility to meet the needs of the department + Excellent written and verbal communication and interpersonal skills via telephone and in person + Critical thinking skills and ability to apply independent judgment + Strong analytical skills to be able to synthesize data and identify trends + Ability to remain calm and patient in stressful situations + Demonstrates a positive demeanor and ability to work with peers in a team situation + Working knowledge of PC environment utilizing Windows and word processing; basic Excel, Word and PowerPoint knowledge + Proficiency in an Electronic Medical Record system + Very strong organization skills and detail-oriented nature + Strong training, coaching, and leadership skills **ESSENTIAL FUNCTIONS** **PEOPLE ESSENTIAL FUNCTIONS** + Coordinates daily department operations, partnering with management, and ensures staff communicate professionally and effectively with all patients in a timely manner. + Supports onboarding and training of new agents. Collaborates with the Training team to modify training content based on operational changes. + Role models healthy work relationships such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as preceptor, mentor, and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement. Motivates and inspires peers to impact a change in culture. + Discusses department performance metrics and recommendations for performance improvement. Keeps open channels of communication with all parties involved, including physician, patient and service areas, regarding action taken and resolution. Promotes a friendly and professional customer service environment. **SERVICE ESSENTIAL FUNCTIONS** + Coordinates daily coverage and staff deployment to ensure appropriate service levels across pods and workstreams. Facilitates daily pod meetings to disseminate performance insights, workflow updates, and team alignment priorities. Provides call support in limited capacity to maintain service levels during escalations or high volume periods. + Serves as first-level investigator for patient issues and concerns, performing root cause analysis and recommending corrective actions to management. Resolves frontline agent escalations and determines need for further triage to leadership. + Supports the design and delivery of ongoing refresher training based on agent performance trends and operational needs. **QUALITY/SAFETY ESSENTIAL FUNCTIONS** + Under the direction of the management, assists with designing and implementing department policies by establishing standards and procedures, measuring results against metrics and making necessary adjustments. + Coordinates operational support tasks with a lens on process improvement and systems oversight. Maintains department efficiency by planning and implementing improvements. Conducts workflow assessments with schedulers to improve department performance and improve patient satisfaction. + Collaborates with Workforce Management to provide real-time input on scheduling adjustments and call flow escalations. + Provides structured coaching discussions using data and call quality metrics. Recommends performance improvement plans to management. **FINANCE ESSENTIAL FUNCTIONS** + Under the guidance of management, uses sound judgment and fiscal responsibility for the department, including timely purchasing of supplies, inventory control and monthly account management. + Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Performs preliminary timecard reviews and identifies discrepancies for manager follow-up. Utilizes time efficiently and helps other team members. **GROWTH/INNOVATION ESSENTIAL FUNCTIONS** + Provides innovative suggestions for process improvement and assists in the implementation of strategic planning initiatives. + Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner. **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 Yes + May require travel outside Houston Metropolitan area No **Company Profile:** Houston Methodist Continuing Care Hospital is a long-term acute care hospital that proudly serves the Greater Houston area, focused on the needs of patients requiring extended hospitalization. Located in Katy, west of the Texas Medical Center, Houston Methodist Continuing Care is committed to providing patients with the Houston Methodist standard of unparalleled quality and safety, focusing on the patient and family. The facility offers both inpatient and outpatient services, including hemodialysis or peritoneal dialysis, infectious disease management, intensive care, pain management, postsurgical complication management, pulmonary care management, trauma and neurological injury management, and outpatient rehabilitation therapies.

At Houston Methodist, the Senior Patient Access Center Representative position is responsible for assuring that patients in need of scheduling appointments are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration, and verification of eligibility and benefits. This position is responsible for executing complex processes related to scheduling or other department-related protocols. The Senior Patient Access Center Representative position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. This position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities for the Senior Patient Access Center Representative position include providing excellent customer service when communicating with patients who receive services at our facilities and providing notification to patients, physicians, hospital/clinical staff, and management of issues that may result in potential service delays or reimbursement denials. **FLSA STATUS** Non-exempt **QUALIFICATIONS** **EDUCATION** + High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) + Associate's degree preferred **EXPERIENCE** + Four years of experience in healthcare setting/call center operations + Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred **SKILLS AND ABILITIES** + Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 + Ability to multitask, prioritize and the flexibility to meet the needs of the department + Excellent communication and interpersonal skills via telephone and in person + Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes + Ability to remain calm and patient in stressful situations + Excellent spelling/grammar skills + Working knowledge of PC environment utilizing Windows and word processing; basic Excel, Word and PowerPoint knowledge + Capable of working and navigating several applications and websites related to registration simultaneously + Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc. + Strong training, coaching to performance and leadership skills **ESSENTIAL FUNCTIONS** **PEOPLE ESSENTIAL FUNCTIONS** + Demonstrates the ability to use critical thinking skills and healthcare knowledge to manage through primary care, specialty care, and ancillary scheduling processes. Utilizes independent judgment to accommodate special requests from internal and external customers as indicated. + Follows established protocols directly as indicated by management and physicians on applicable platforms on an as needed basis and consistently manages multiple software applications to schedule appointments. + Serves as a liaison for agents, hospital/clinical staff, and leaders and as such will interact with all levels of staff and management, physicians, patients and families to obtain information and properly schedule and register patients for services. + Serves as a role model and mentor to less experienced staff. Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture. + Triages calls for the Patient Access Center as appropriate to other areas as received on a daily basis while working under the guidelines and scripts as set forth by management. Provides patients with information needed to prepare for appointments per Center/Service protocols. Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations. + Discusses department performance metrics and recommendations for performance improvement. Keeps open channels of communication with all parties involved, including physician, patient and service areas, regarding action taken and resolution. Promotes a friendly and professional customer service environment. **SERVICE ESSENTIAL FUNCTIONS** + Handles first-level escalations with patients, leveraging electronic medical record for appointment and/or customer service management. Leverages subject matter expertise for Epic with ability to override appointment templates when necessary. May develop departmental scripting and demonstrates excellence by following appointment scheduling policies and ensuring I CARE values are met while working within the scripting provided. Demonstrates knowledge and understanding of the various workflows of the Access Center Agents and is able to train new or newly transferred agents. + Acts as liaison between the patient and the physician and handles calls from physicians' office, always making sure to maintain a good relationship and obtain all necessary documents needed to support the referral process and close out referral process. + Displays initiative to improve job functions, offers suggestions to streamline process for efficient patient flow and other quality or service matters. Conducts workflow assessments with schedulers to improve department performance. **QUALITY/SAFETY ESSENTIAL FUNCTIONS** + Utilizes resources to perform verification of patient insurance. Obtains required data in order to support departmental and hospital clinical/financial needs. Maintains standard of productivity set by department policy and procedures. Uses established auditing procedures to process appointments and registrations. + Follows internal controls to ensure accurate appointing and assignment of valid insurance and eligibility is established correctly prior to patient visit. Provides patients with information needed to prepare for appointment per Center/Service protocol. + Meets scheduling goals and maintains standards of productivity set by the department (e.g., abandonment rate, productivity per hour, etc.) **FINANCE ESSENTIAL FUNCTIONS** + Works directly with the revenue cycle team and other departments to ensure the correct information and registration is complete and accurate prior to the patient visiting Houston Methodist for services. Identifies cost savings and other opportunities for efficiencies. + Obtains and enters accurate scheduling and registration data, including but not limited to: patient demographics, insurance, guarantor and clinical information on the information system in order to initiate financial clearance activities (benefit eligibility and verification, pre-certification notification and payment review). Documents patient's accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance. **GROWTH/INNOVATION ESSENTIAL FUNCTIONS** + Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner. **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 Yes + 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.

At Houston Methodist, the Patient Access Center Representative position is responsible for assuring that patients in need of scheduling appointments are scheduled to receive services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration, and verification of eligibility and benefits. This position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. The Patient Access Center Representative position also assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration. Additional responsibilities for this position include providing excellent customer service when communicating with patients who receive services at our facilities and providing notification to patients, physicians, hospital/clinical staff and management of issues that may result in potential service delays or reimbursement denials. FLSA STATUS Non-exempt QUALIFICATIONS EDUCATION * High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) EXPERIENCE * Three years of experience in healthcare setting/call center or customer service operations or successful completion of one-year Houston Methodist Call Center Apprenticeship in lieu of years of experience * Healthcare setting knowledge and experience with a strong understanding of medical terminology preferred LICENSES AND CERTIFICATIONS Required * SKILLS AND ABILITIES * Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 * Excellent communication and interpersonal skills via telephone and in person * Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes * Knowledge of medical terminology and applicability * Excellent spelling/grammar skills * Working knowledge of PC environment utilizing Windows and word processing and basic Excel knowledge; must be able to enter data via keyboard throughout the work schedule * Capable of working and navigating several applications and websites related to registration simultaneously * Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc. ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS * Demonstrates ability to use critical thinking skills and healthcare knowledge to manage through primary care, specialty care, and ancillary scheduling processes. Utilizes independent judgment to accommodate special requests from internal and external customers as indicated. * Serves as the front door of Houston Methodist interacting with new and established patients providing them with information needed to schedule and register multiple services for Houston Methodist. Utilizes computerized scheduling/registration systems, verification systems, and online applications while balancing departmental resources. Obtains required data in order to support departmental and hospital clinical/financial needs. * Triages calls for the System Patient Access Center as appropriate to other areas as received on a daily basis while working under the guidelines and scripts as set forth by management. Provides patients with information needed to prepare for appointment per Center/Service protocol. Encourages patients to enroll on the Patient Portal and provides PIN numbers, complying with HIPAA regulations. * Follows established protocols directly as indicated by management and physicians on applicable platforms on an as needed basis and consistently utilizes multiple software applications to schedule appointments. * Keeps open channels of communication with all parties involved, including physician, patient, and service areas, regarding action taken and resolution. Promotes a friendly and professional customer service environment. SERVICE ESSENTIAL FUNCTIONS * Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel, while maintaining patient confidentiality. Appropriately utilizes telephone system. Uses department scripting and appointment scheduling policy when scheduling appointments and ensures ICARE values are met while working within the scripting provided. Assists with new referral from E-fax and emails along with specific doctors' offices calling directly to schedule emergency patients' same day or within 24 hours as needed. * Coordinates the workflow to assist patients with appointment scheduling and/or requests for services: • Collects and compiles data/information from patients such as insurance documentation and patient identification information to help facilitate an appointment. • Screens and assesses patient calls received and assures that the patients are scheduled for services as requested by referring physician or upon patient's request. • Schedules patient appointments. • Efficiently completes registration. • Answers incoming calls from patients. • Acts as liaison between the patient and the physician or clinical staff. • Handles calls from physician offices or hospital departments, always making sure to maintain a good relationship and obtain all necessary documents needed to support the scheduling process. * Helps facilitate, coordinate, and resolve issues with patients by exhibiting and exercising exceptional telephone, verbal, written, exemplary critical thinking and interpersonal communication skills. QUALITY/SAFETY ESSENTIAL FUNCTIONS * Adheres to scheduling processes and workflows as defined in the electronic medical record platform while maintaining privacy and complying with HIPPA guidelines. * Maintains standard of productivity set by department policy and procedures and meets scheduling goals set by the department (e.g., abandonment rate, productivity per hour, etc.). * Utilizes resources to perform verification of patient insurance. Obtains required data in order to support departmental and hospital clinical/financial needs. * Ensures verification and eligibility procedures are followed prior to patient visit. Provides patients with information needed to prepare for appointment per Center/Service protocol. FINANCE ESSENTIAL FUNCTIONS * Works in partnership with the revenue cycle team and other departments to ensure the correct information and registration is complete and accurate prior to the patient visiting Houston Methodist for services. * Obtains and enters accurate scheduling and registration data, including but not limited to patient demographics, insurance, guarantor, and clinical information on the information system in order to initiate financial clearance activities (benefit eligibility and verification, pre-certification notification and payment review). Documents patient's accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance. GROWTH/INNOVATION ESSENTIAL FUNCTIONS * Works directly with physicians, clinic staff, hospital departments and patients to ensure best practices within department. Works with manager to improve areas requiring concern as indicated, embraces change, and strives for excellence in the workplace. Applies new learning and shares knowledge with others. SUPPLEMENTAL REQUIREMENTS WORK ATTIRE * Uniform: No * Scrubs: No * Business professional: Yes * Other (department approved): No ON-CALLNote that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below. * On Call* No TRAVELTravel specifications may vary by department * May require travel within the Houston Metropolitan area Yes * May require travel outside Houston Metropolitan area No Company Profile: Houston Methodist Continuing Care Hospital is a long-term acute care hospital that proudly serves the Greater Houston area, focused on the needs of patients requiring extended hospitalization. Located in Katy, west of the Texas Medical Center, Houston Methodist Continuing Care is committed to providing patients with the Houston Methodist standard of unparalleled quality and safety, focusing on the patient and family. The facility offers both inpatient and outpatient services, including hemodialysis or peritoneal dialysis, infectious disease management, intensive care, pain management, postsurgical complication management, pulmonary care management, trauma and neurological injury management, and outpatient rehabilitation therapies. APPLY Join Our Talent Network Featured Jobs * RN II Critical Care Location: Houston Methodist Sugar Land Hospital, Sugar Land, TX FLSA STATUS Non-exempt QUALIFICATIONS EDUCATION Graduate of education program approved by the credentialing body for the required credential(s) indicated below in the Certifications, Licenses and Registrations section EXPERIENCE Twelve months registered nurse experience in a healthcare environment LICENSES AND CERTIFICATIONS Required RN - Registered Nurse - Texas State Licensure - … * Pharmacy Administrative Specialist - Home Infusion Location: Houston Methodist Sugar Land Hospital, Sugar Land, TX FLSA STATUS Exempt QUALIFICATIONS EDUCATION Graduate of education program approved by the credentialing body for the required credential(s) indicated below in the Certifications, Licenses and Registrations section An advanced degree (i.e., master's degree or Pharm.D) preferred EXPERIENCE • Must have one of the following: ◦ Successful completion of an ASHP-accredited … * Charge RN II LTAC Location: Houston Methodist Hospital, Houston, TX FLSA STATUS Non-exempt QUALIFICATIONS EDUCATION Graduate of education program approved by the credentialing body for the required credential(s) indicated below in the Certifications, Licenses and Registrations section EXPERIENCE Twenty four months of clinical nursing experience with demonstration of progressive leadership skills LICENSES AND CERTIFICATIONS Required RN - Registered Nurse - … Check out The Daily Dose News from the Houston Methodist Community Houston Methodist Hospitals Recognized in Vizient's 2025 Quality Leadership Rankings We are honored to share that all seven of our eligible hospitals have been named top performers in the 2025 Bernard A. Birnbaum, MD, Quality Leadership Rankings by Vizient Inc., a trusted national benchmark for hospital performance. This year, five of our hospitals ranked in the top five of their … Houston Methodist Hospital named the No. 1 hospital in Texas for the 14th year by U.S. News & World Report It is that time of year when I have the privilege of sharing our U.S. News & World Report results. For 2025-26, Houston Methodist Hospital has again been recognized as an Honor Roll hospital, marking our ninth year overall and our seventh year in a row on the list. Houston … Houston Methodist Ranked #3 on Forbes America's Best Large Employers 2025 Houston Methodist is honored to announce that we have been ranked #3 on Forbes' America's Best Large Employers 2025 list, making us the top-ranked healthcare organization in the nation. This marks the sixth year we have received this prestigious recognition, a testament to our unwavering commitment to fostering a workplace … VISIT THE DAILY DOSE HOMEPAGE FOR MORE ARTICLES >>

At Houston Methodist, the Patient Service Coordinator position is responsible for providing administrative support to the department while executing daily operations efficiently and accurately and performing duties of other office staff. In addition to providing oversight of department resources to align with budgetary goals and objectives. As well as to be responsible for performing patient check in/check out functions, appointment scheduling to facilitate the patient visit experience, processes related to insurance verification, authorization, and financial clearance. Responsibilities include performing more complex processes related to scheduling or other department-related protocols and serving as a role model and mentor to less experienced staff. This position supports timely, accurate claims submission and may perform registration and/or other revenue cycle functions. Other duties include providing general operations assistance and/or patient service tasks specific to the scope of the department. **FLSA STATUS** Non-exempt **QUALIFICATIONS** **EDUCATION** + High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) **EXPERIENCE** + Four years customer service experience. Three years experience in a related role within healthcare (e.g., insurance) **SKILLS AND ABILITIES** + Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 + Conducts self in a professional manner at all times + Strong analytical and problem solving skills + Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment + Well-developed skills using independent judgment + Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities + Ability to work with peers in a team situation + Professional handling of exposure to confidential/sensitive information + Ability to collaborate with management, medical staff, and employees at all levels within the organization + Ability to work under pressure and balance many competing priorities + Proficient with word processing, spreadsheet, and presentation software + Knowledge of current software(s) and computer systems relevant to facility management work orders systems required. + Comprehensive knowledge of physician referral protocol and hospital policies and procedures + Strong customer service, phone and scheduling skills + Knowledge of basic medical terminology + Working knowledge of revenue cycle components and insurance requirements for reimbursement **ESSENTIAL FUNCTIONS** **PEOPLE ESSENTIAL FUNCTIONS** + Contributes to a positive work environment and to a dynamic, team-focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the interprofessional health care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. + Performs patient check-in/check-out functions. Obtains and inputs accurate scheduling and registration data to initiate financial clearance activities as needed. Performs more complex processes related to scheduling or other clinic-related protocols. + Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials. Handles add-ons, reschedules, and cancellations appropriately and as per department protocol. + Functions as a role model and mentor for less experienced staff and serves as the next level resolution source for problems. **SERVICE ESSENTIAL FUNCTIONS** + Performs and coordinates multiple patient service functions on a daily basis to include any combination of the following: scheduling, insurance verification, and registration. May assist with obtaining clinical information, medical records, valid and complete orders or referrals, or other related tasks, resolving issues as needed. Contributes to patient, employee and physician satisfaction as well as effective revenue cycle process. + Independently completes requests from management for routine changes in department processes, e.g., wayfinding, physical signs and online systems. Organizes and maintains department files, manuals and records to assure ready access to information. + Uses excellent communication skills (verbal, non-verbal, written) to facilitate providing 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. + Ensures accounts are financially secure by reviewing and documenting benefits, patient liabilities, authorization/pre-certification requirements, notification requirements, and other relevant information. Assists with resolving electronic health record (EHR) work queues that support insurance verification. Performs the various patient service duties specific to the workgroup, i.e., registration, insurance verification, scheduling, etc., as assigned **QUALITY/SAFETY ESSENTIAL FUNCTIONS** + Participates in department quality improvement processes. May assist management to assure Environment of Care rounds are performed. Contributes towards improving department/practice quality and safety scores. + Serves as a liaison for the patient, medical staff, and third parties. Communicates to resolve patient access and quality service matters. Keeps open channels of communication with clinicians, patient, and service areas regarding action taken and resolution. + Ensures patient information is conveyed to others appropriately while complying with patient confidentiality and HIPAA regulations. May assist clinical staff as per scope of the treatment center. **FINANCE ESSENTIAL FUNCTIONS** + Exhibits judicious use of department resources to maximize operational budget. Maintains and reconciles supply levels to ensure compliance with department budget operations while maintaining financial efficiency. + Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Utilizes time efficiently and helps other team members. + Accurately records information when performing functions such as charge entry, registration, scheduling, insurance verification/coordination, or obtaining authorizations or referrals to ensure financial objectives are met. Conducts front-end revenue cycle duties as directed. Educates patients and others regarding billing processes and potential financial responsibilities as necessary. **GROWTH/INNOVATION ESSENTIAL FUNCTIONS** + Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan (MDP) on an ongoing basis. **SUPPLEMENTAL REQUIREMENTS** **WORK ATTIRE** + Uniform: No + Scrubs: No + Business professional: Yes + Other (department approved): Yes **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 Yes + May require travel outside Houston Metropolitan area No **Company Profile:** Houston Methodist Baytown Hospital brings the expertise and latest technology of Houston Methodist to Baytown and surrounding counties. The skilled and compassionate physicians, nurses and staff provide unsurpassed medical care in a close-to-home, state-of-the-art facility. Houston Methodist Baytown is committed to meeting the needs of its growing community through the ongoing facilities master plan expansion project, which includes a new, expanded emergency department, a five-story patient tower, outpatient center, renovated Cancer Center, neonatal intensive care unit and the addition of technologically advanced operating rooms.

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. **FLSA STATUS** Non-exempt **QUALIFICATIONS** **EDUCATION** + Bachelor's degree **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** **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 **ESSENTIAL FUNCTIONS** **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. **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 Hospital is recognized by U.S. News & World Report as the No. 1 hospital in Texas and one of America's "Best Hospitals." As a full-service, acute-care hospital located in the Texas Medical Center and the flagship hospital of Houston Methodist, it has evolved into one of the nation's largest nonprofit teaching hospitals and a leader in innovative medical research with a comprehensive residency program. Two of Houston Methodist's primary academic affiliates are among the nation's leading health care organizations: Weill Cornell Medicine and New York-Presbyterian Hospital. Houston Methodist also has affiliations with Texas A&M University and the University of Houston. Houston Methodist Hospital offers unparalleled care for thousands of patients from around the world.

This job is PRN days. Must be bilingual in Spanish. Serve as a primary liaison between patients, families, and healthcare providers to ensure clear and compassionate communication Support Spanish-speaking patients by providing interpretation and culturally sensitive guidance throughout their care journey Coordinate patient appointments, follow-ups, and referrals across departments and services Foster a positive patient experience by addressing concerns and helping resolve service-related issues Maintain accurate records and ensure timely updates in electronic health systems Collaborate with clinical and administrative teams to improve patient flow and satisfaction 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. **FLSA STATUS** Non-exempt **QUALIFICATIONS** **EDUCATION** + Bachelor's degree **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 **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 **ESSENTIAL FUNCTIONS** **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. **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 Hospital is recognized by U.S. News & World Report as the No. 1 hospital in Texas and one of America's "Best Hospitals." As a full-service, acute-care hospital located in the Texas Medical Center and the flagship hospital of Houston Methodist, it has evolved into one of the nation's largest nonprofit teaching hospitals and a leader in innovative medical research with a comprehensive residency program. Two of Houston Methodist's primary academic affiliates are among the nation's leading health care organizations: Weill Cornell Medicine and New York-Presbyterian Hospital. Houston Methodist also has affiliations with Texas A&M University and the University of Houston. Houston Methodist Hospital offers unparalleled care for thousands of patients from around the world.

This job is PRN days. Must be bilingual in Spanish. Serve as a primary liaison between patients, families, and healthcare providers to ensure clear and compassionate communication Support Spanish-speaking patients by providing interpretation and culturally sensitive guidance throughout their care journey Coordinate patient appointments, follow-ups, and referrals across departments and services Foster a positive patient experience by addressing concerns and helping resolve service-related issues Maintain accurate records and ensure timely updates in electronic health systems Collaborate with clinical and administrative teams to improve patient flow and satisfaction 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. 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 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 Actively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities 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. Qualifications 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 License/Certification LICENSES AND CERTIFICATIONS - REQUIRED N/A KSA/ 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 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 (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.

At Houston Methodist, the Patient Experience Specialist position is responsible for design, implementation, and evaluation of tools, products, processes/tactics to enhance the patient experience. Responsibilities for this position include, but are not limited to, rounding, reporting, staff coaching and training, and unit assessments. The Patient Experience Specialist position will recommend appropriate interventions designed to meet specific patient experience targets and objectives and will prioritize areas of need within the hospital with guidance from local and system leadership. This position will also support the facilitation of performance improvement processes to support continuous improvement in the provision of safe, quality patient care and will work in collaboration with the system patient experience resources to identify and recommend best practices. **FLSA STATUS** Exempt **QUALIFICATIONS** **EDUCATION** + High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) + Bachelor's degree in healthcare administration, business administration, or health sciences field preferred **EXPERIENCE** + Two years of experience in a healthcare, medical research, or academic setting with an emphasis on project management experience **LICENSES AND CERTIFICATIONS** **Required** **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 + Excellent time management skills and ability to work with multiple time-critical priorities + Strong knowledge of Microsoft Office products (Word, Excel, PowerPoint, and Outlook) **ESSENTIAL FUNCTIONS** **PEOPLE ESSENTIAL FUNCTIONS** + Maintains familiarity with the work of clinical staff, physicians, and administration to successfully identify appropriate contacts for project monitoring and data collection. + Effectively communicates with key contacts to obtain information that relates to strategic initiatives as highlighted by site and system patient experience leadership. + 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. + Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability. **SERVICE ESSENTIAL FUNCTIONS** + Participates on committees and task forces as assigned, ensuring that critical objectives are clearly explained, and action items are appropriately delegated. Follows-up on action items as necessary to ensure completion of assignments. + Partners with clinical and non-clinical areas to develop department-specific programs to sustain a culture of ICARE values, safety and personalized service supporting standardization of the Houston Methodist Experience. + Provides coaching and training on best practices consistent with handling of patients concerns; coordinates improvement initiatives resulting in enhanced organization/ system's image. **QUALITY/SAFETY ESSENTIAL FUNCTIONS** + Composes meeting minutes for committees and department meetings as assigned. + Maintains associated project tracking and accountability systems, creates files, and develops effective presentation tools and/or reports for significant activities. Utilizes technology resources to conduct research for assigned projects. + Facilitates performance improvement initiatives and patient satisfaction best practices in collaboration with system patient experience resources. **FINANCE ESSENTIAL FUNCTIONS** + Helps minimize excess cost(s) by assisting and recommending solutions in achieving departmental objectives. + Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed. **GROWTH/INNOVATION ESSENTIAL FUNCTIONS** + Represents the Houston Methodist Experience before hospital and professional entities and develops positive working relationships. + Support system innovative and technology indicatives and processes to improve patient experience outcomes. + Participates in special projects and department initiatives and seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis. **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 Baytown Hospital brings the expertise and latest technology of Houston Methodist to Baytown and surrounding counties. The skilled and compassionate physicians, nurses and staff provide unsurpassed medical care in a close-to-home, state-of-the-art facility. Houston Methodist Baytown is committed to meeting the needs of its growing community through the ongoing facilities master plan expansion project, which includes a new, expanded emergency department, a five-story patient tower, outpatient center, renovated Cancer Center, neonatal intensive care unit and the addition of technologically advanced operating rooms.

At Houston Methodist, the Patient Experience Specialist position is responsible for design, implementation, and evaluation of tools, products, processes/tactics to enhance the patient experience. Responsibilities for this position include, but are not limited to, rounding, reporting, staff coaching and training, and unit assessments. The Patient Experience Specialist position will recommend appropriate interventions designed to meet specific patient experience targets and objectives and will prioritize areas of need within the hospital with guidance from local and system leadership. This position will also support the facilitation of performance improvement processes to support continuous improvement in the provision of safe, quality patient care and will work in collaboration with the system patient experience resources to identify and recommend best practices. FLSA STATUS Exempt QUALIFICATIONS EDUCATION * High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) * Bachelor's degree in healthcare administration, business administration, or health sciences field preferred EXPERIENCE * Two years of experience in a healthcare, medical research, or academic setting with an emphasis on project management experience LICENSES AND CERTIFICATIONS Required * 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 * Excellent time management skills and ability to work with multiple time-critical priorities * Strong knowledge of Microsoft Office products (Word, Excel, PowerPoint, and Outlook) ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS * Maintains familiarity with the work of clinical staff, physicians, and administration to successfully identify appropriate contacts for project monitoring and data collection. * Effectively communicates with key contacts to obtain information that relates to strategic initiatives as highlighted by site and system patient experience leadership. * 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. * Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability. SERVICE ESSENTIAL FUNCTIONS * Participates on committees and task forces as assigned, ensuring that critical objectives are clearly explained, and action items are appropriately delegated. Follows-up on action items as necessary to ensure completion of assignments. * Partners with clinical and non-clinical areas to develop department-specific programs to sustain a culture of ICARE values, safety and personalized service supporting standardization of the Houston Methodist Experience. * Provides coaching and training on best practices consistent with handling of patients concerns; coordinates improvement initiatives resulting in enhanced organization/ system's image. QUALITY/SAFETY ESSENTIAL FUNCTIONS * Composes meeting minutes for committees and department meetings as assigned. * Maintains associated project tracking and accountability systems, creates files, and develops effective presentation tools and/or reports for significant activities. Utilizes technology resources to conduct research for assigned projects. * Facilitates performance improvement initiatives and patient satisfaction best practices in collaboration with system patient experience resources. FINANCE ESSENTIAL FUNCTIONS * Helps minimize excess cost(s) by assisting and recommending solutions in achieving departmental objectives. * Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed. GROWTH/INNOVATION ESSENTIAL FUNCTIONS * Represents the Houston Methodist Experience before hospital and professional entities and develops positive working relationships. * Support system innovative and technology indicatives and processes to improve patient experience outcomes. * Participates in special projects and department initiatives and seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis. SUPPLEMENTAL REQUIREMENTS WORK ATTIRE * Uniform: No * Scrubs: No * Business professional: Yes * Other (department approved): No ON-CALLNote that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below. * On Call* No TRAVELTravel 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 Baytown Hospital brings the expertise and latest technology of Houston Methodist to Baytown and surrounding counties. The skilled and compassionate physicians, nurses and staff provide unsurpassed medical care in a close-to-home, state-of-the-art facility. Houston Methodist Baytown is committed to meeting the needs of its growing community through the ongoing facilities master plan expansion project, which includes a new, expanded emergency department, a five-story patient tower, outpatient center, renovated Cancer Center, neonatal intensive care unit and the addition of technologically advanced operating rooms. APPLY Join Our Talent Network Featured Jobs * Registered Nurse - Med/Surg Observation Location: Houston Methodist The Woodlands Hospital, The Woodlands, TX FLSA STATUS Non-exempt QUALIFICATIONS EDUCATION Graduate of education program approved by the credentialing body for the required credential(s) indicated below in the Certifications, Licenses and Registrations section EXPERIENCE Twelve months registered nurse experience in a healthcare environment LICENSES AND CERTIFICATIONS Required RN - Registered Nurse - Texas State Licensure - … * RN II Oncology Out Patient Infusion Center Location: Houston Methodist West Hospital, Houston, TX FLSA STATUS Non-exempt QUALIFICATIONS EDUCATION Graduate of education program approved by the credentialing body for the required credential(s) indicated below in the Certifications, Licenses and Registrations section EXPERIENCE Twelve months registered nurse experience in a healthcare environment LICENSES AND CERTIFICATIONS Required RN - Registered Nurse - Texas State Licensure - … * Patient Access Associate Location: Houston Methodist Cypress Hospital, Cypress, TX FLSA STATUS Non-exempt QUALIFICATIONS EDUCATION High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) EXPERIENCE Two years of experience in a strong customer service environment One year of registration experience in a hospital environment preferred SKILLS AND ABILITIES … Check out The Daily Dose News from the Houston Methodist Community Houston Methodist Hospitals Recognized in Vizient's 2025 Quality Leadership Rankings We are honored to share that all seven of our eligible hospitals have been named top performers in the 2025 Bernard A. Birnbaum, MD, Quality Leadership Rankings by Vizient Inc., a trusted national benchmark for hospital performance. This year, five of our hospitals ranked in the top five of their … Houston Methodist Hospital named the No. 1 hospital in Texas for the 14th year by U.S. News & World Report It is that time of year when I have the privilege of sharing our U.S. News & World Report results. For 2025-26, Houston Methodist Hospital has again been recognized as an Honor Roll hospital, marking our ninth year overall and our seventh year in a row on the list. Houston … Houston Methodist Ranked #3 on Forbes America's Best Large Employers 2025 Houston Methodist is honored to announce that we have been ranked #3 on Forbes' America's Best Large Employers 2025 list, making us the top-ranked healthcare organization in the nation. This marks the sixth year we have received this prestigious recognition, a testament to our unwavering commitment to fostering a workplace … VISIT THE DAILY DOSE HOMEPAGE FOR MORE ARTICLES >>