Lead Patient Access Services-Full-time/Nights

At Houston Methodist the Lead Patient Access Services position is responsible for providing administrative support to the department while executing daily operations and performing duties of other staff such as registration scheduling insurance verification etc. In addition to providing operational support this position performs all or many of the following: under the direction of leadership assists in organizing work schedules and assignments conducts quality assurance audits trains and mentors staff provides feedback to manager on developmental needs participates in the development of staff leads and regularly performs special projects collects/analyzes/reports on data and other responsibilities of a similar nature and level. The Lead Patient Access Services position serves as the liaison between management staff physicians/physician offices insurance providers and others for routine matters as the primary point of contact for resolving questions and issues. This position requires considerable experience skill and knowledge of the organizations policies and practices operating a personal computer and utilizing software applications for word processing and databases. The Lead Patient Access Services position may work in an oncall rotation serving as point of contact after hours.

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

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and leads the team to be dynamic and a focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.

• Serves as preceptor mentor and resource to less experienced staff. Orients guides and mentors team members to help build confidence and competency in skills knowledge and abilities for various department tasks. Role models to team members effective communication skills assisting in their development of such skills. Coordinates staff schedules as appropriate to provide daily staff coverage to promote/maintain smooth department operations.

• Role models healthy work relationships such as mitigation of conflict leading problemsolving and resolution efforts. Recommends initiatives to improve department scores for employee engagement.

SERVICE ESSENTIAL FUNCTIONS

• Coordinates and performs routine duties associated with department functions and services. Maintains timelines for follow up and prioritization of department projects and tasks. Prepares and shares regular reports on the changes as appropriate.

• Performs the various patient access duties specific to the workgroup i.e. registration insurance verification scheduling etc. as assigned.

• Identifies/anticipates potential customer problems and resolves visitor and/or patient issues with highest level of customer service professionalism and compassion. Troubleshoots and resolves as appropriate patient/team member/system issues or errors. Serves as liaison between team members management physicians and their offices insurance providers and others resolving routine matters for the assigned area/shift escalating to management as needed.

• Monitors and adjusts activities/assignments to ensure optimum patient throughput and patient experience. Contributes towards improvement of patient and physician satisfaction.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Conducts quality audits on processes outcomes and team member performance. Documents develops and evaluates processes and procedures. Identifies opportunities for corrective action and process improvement collecting data and performing analyses. Follows up on action items to ensure completion of assignments ensuring all deadlines are met.

• Protects patient and family privacy rights and maintains confidentiality of patient records and computer security codes as well as protects the integrity of privileged information.

• Assists with implementation and education of departmentbased initiatives standards of practice and protocols. Participates in department quality improvement processes. Develops skills of team members and continually assists with improving skills performance and outcomes. Contributes towards improving department/practice quality and safety scores.

FINANCE ESSENTIAL FUNCTIONS

• Ensures reconciling/auditing of patient data through the various reporting tools is accurately documented and completed. Coordinates using sound judgment and fiscal responsibility the processing and resolution of issues as appropriate.

• Monitors staffing and recommends adjustment in staff work assignments and schedules to support fluctuations in work volumes and ensure efficient labor cost utilization; minimizes team incidental overtime. Reviews team members timecards for accuracy and management approval as directed. Utilizes own time efficiently and helps other team members.

• Monitors supplies/resources and orders as necessary.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Identifies innovative solutions for process improvement to make processes work better for patients visitors and department. Fosters a positive and constructive teaching environment by engaging coworkers in learning opportunities that are valuable and in alignment with business objectives.

• Seeks continuous professional development opportunities to expand learning beyond baseline competencies with a focus on continual development. Completes and updates the My Development Plan on an ongoing basis. Ensures own career discussions occur with appropriate management.

This job description is not intended to be allinclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

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

• Some college preferred

WORK EXPERIENCE

• Four years of experience in patient access services relevant jobs such as registration scheduling insurance verification etc.

LICENSES AND CERTIFICATIONS REQUIRED

• N/A

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

• Ability to work independently and with peers in a team situation

• Capable of handling challenging/difficult procedures and situations

• Demonstrates sound judgment and executes above average patient access functional skills

• Possesses basic computer knowledge; operates multiple computer systems to include Hospital Information Systems and Office software

• Exhibits strong interpersonal teamwork and leadership skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients visitors physicians and coworkers

• Adapts to multiple ongoing priorities with minimal supervision including organizing workflow and actively participating in problemsolving

• Conducts self in a professional manner at all times

• Strong analytical skills

• Demonstrates a learning attitude toward solving problems using good reasoning and judgment in a high stress environment

• Demonstrates a positive demeanor good verbal and written communication skills and strong multitasking abilities

• Demonstrates professional handling of exposure to confidential/sensitive information

• Ability to work under pressure and balance many competing priorities

• Comprehensive knowledge of patient access protocols and hospital policies and procedures

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

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

ONCALL*
*Note that employees may be required to be oncall during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

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 1500 employees with access to the most innovative medical and surgical care available including robotic and minimally invasive surgery fullspectrum heart care stateoftheart 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.

Shift details: Wednesday 1a7a Thursday 7p7a Friday 7p7a and Saturday 7p7a.