Lead Patient Access Services - Willowbrook (7PM - 7AM & ROTATING WEEKENDS)

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

• 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 problem-solving and resolution efforts. Recommends initiatives to improve department scores for employee engagement.

• 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.

• 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 department-based 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.

• 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.

• 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 co-workers 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 on-going basis. Ensures own career discussions occur with appropriate management.

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

• Some college preferred

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

• N/A

• 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 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 co-workers

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

• 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 multi-tasking 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

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* 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 Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston. The 310 bed hospital has 23 operating rooms and more than 2100 employees. Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Centers (ANCC) Magnet Recognition Program. Houston Methodist Willowbrook Hospital is Northwest Houstons regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services neurology neurosurgery orthopedics and sports medicine and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center Cancer Center Imaging Center Infusion Center Sleep Center Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.