Patient Services Specialist PRN Medical Center (Bilingual)

Job location: 6560 Fannin (hybrid) PRN

• 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

• Work in a hybrid setting balancing remote tasks with on-site responsibilities as needed

• Must be bilingual in Spanish

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.

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

• 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 patients 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.

EDUCATION

• Bachelors 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

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

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

Houston Methodist (HM) is one of the nations 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 25000 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 6333 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.