Senior Patient Services Representative- ObGynWillowbrook

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 organizations vision fulfills the mission and abides by the I CARE values

• 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 addons 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.

• Uses excellent communication skills (verbal nonverbal 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.

• Contributes to patient employee and physician satisfaction as well as effective revenue cycle process.

• Generates reports and assists with department correspondence. Provides other administrative assistance as directed.

• 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 physician patient and service areas regarding action taken and resolution.

• Enters patient and operational data into various database systems with a high level of thoroughness accuracy and timeliness.

• 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.

• 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.

• Organizes time effectively minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

• Uses department resources/equipment/supplies properly and efficiently. Participates in inventory management by taking action to ensure supply levels are adequate.

• 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.

• High School diploma or equivalent education (examples include: GED verification of homeschool equivalency partial or full completion of postsecondary education etc.

• Five years of experience to include three years experience in a related role within healthcare

• N/A

• 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 coworkers in a manner consistent with a customer service focus and application of positive language principles

• Strong customer service phone and scheduling skills

• Basic computer skills in word processing applications and ability to utilize software systems such as the electronic medical record

• Knowledge of basic medical terminology

• Ability to analyze and solve problems

• Working knowledge of revenue cycle components and insurance requirements for reimbursement

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ONCALL*
*Note that employees may be required to be oncall 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

Houston Methodist Specialty Physician Group As one of the nations leading hospitals and academic medical centers Houston Methodist has brought together some of the nations leading experts in multiple specialties to serve our patients. As part of Houston Methodist Specialty Physician Group (HMSPG) these specialists not only provide excellent clinical care but are on the forefront of research developing leadingedge technologies and treatments and teaching the medical pioneers of tomorrow. This combination of clinical service research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care. Established as a nonprofit corporation and certified by the Texas State Board of Medical Examiners HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.