*Bilingual in Spanish preferred

*Healthcare experience preferred

*Patient-centered care experience needed

*CHW Certification preferred

*Location-Houston Medical Center-Monday-Friday 8am-5pm or 9am-4pm

At Houston Methodist, the Community Network Patient Liaison position is responsible for identifying indigent patients eligible for the Houston Methodist Network of Care Program and facilitating medical home access. This position is responsible for screening patients for eligibility, rounding on patients while inpatient, determining the appropriate medical home for the patients and addressing the social determinant(s) of health that may serve as barriers to health care access, if applicable.

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

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Identifies indigent patients in need of medical home and provides referral support services to those eligible for Houston Methodist Network of Care Program.

• Oversees and coordinates the entire patient experience at hospital from inpatient stay to point of exit.

SERVICE ESSENTIAL FUNCTIONS

• Communicates Network of Care and Faith Health Initiative resources to eligible patients while complying with Houston Methodist patient experience service standards.

• Coordinates inpatient activities for indigent patients to establish with medical homes including, but not limited to, giving appropriate and timely follow up, coordinating with Network of Care Program scheduler, securing medical records as needed, assisting with scheduling clinical appointments, program orientation and assisting with medical home selection and education.

• Serves as a collaborator between Community Benefits, Spiritual Care and Case Management at designated hospital to provide appropriate care resources to eligible patients.

• Coordinates meetings and communicates with manager as appropriate.

• Explains policies, procedures or services to patients using medical or administrative knowledge when appropriate and delivers culturally competent care and appropriate services to all managed patients.

• Coordinates care for patients until arrival of the initial primary care appointment at medical home including, but not limited to, appointment reminders, transportation arrangement, prescription assistance and financial assistance.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Provides appropriate and accurate documentation/tracking system for each patient.

• Maintains knowledge of community services and resources available to patients.

FINANCE ESSENTIAL FUNCTIONS

• Documents all pertinent patient information for tracking/reporting purposes in Epic Network of Care platform.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Promotes the importance of medical homes with Federally Qualified Health Center (FQHC) partners.

• Leads special projects and committees as assigned.

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

• Bachelor's degree, preferably in business, health care or related field

WORK EXPERIENCE

• Three years of related experience, healthcare preferred

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

• Advanced proficiency in oral and written English and at least one foreign language, Spanish preferred

• Thorough understanding of health care insurance options and knowledge of protocol related to each

• Knowledge of medical terminology and hospital operations preferred

• Effective interpersonal, organizational and analytical skills, and a flexibility to handle multiple tasks and changing priorities in a dynamic setting

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 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.