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

• Provides excellent customer service for physicians and facilitates IT training support and problem resolution.

• Acts as liaison between the medical staff and hospital departments to resolve problems in operational and information technology system issues.

• Provides support to new and existing members of the medical staff regarding use of provider related technologies including but not limited to the Electronic Health Record (EHR), mobile solutions, and communication tools.

• Encourages successful clinical and physician adoption of various Houston Methodist IT solutions.

• Provides input in a timely and accurate manner for all appropriate departmental administrative processes.

• Addresses application concerns with IT in a timely manner and partners to resolve issues.

• Supports hospital goals and objectives and attends key events including community events supported by the hospital.

• Supports physicians with technology solutions to support and enhance physician practice.

• Partners with IT and service line leadership to assess various software solutions to support service line growth.

• Ensures accurate recording of data alignment of physicians within the online physician directory.

• Bachelors Degree - IT, computer science, nursing, healthcare administration, business, or related allied health is required or an additional two years experience in addition to the minimum experience required below in lieu of degree

• Three years related experience in an IT or clinical setting, of which at least two years should be in a provider support, training or optimization capacity.

• 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.

• Demonstrates process knowledge of physician workflows and ability to translate them in clinical systems to expand physician usability.

• Understanding of Virtual Private Network (VPN) connectivity concepts and ability to troubleshoot connections at remote locations

• Proficiency in Microsoft Office software including Outlook, Word, Excel and PowerPoint

• Willingness and ability to learn new information systems

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs Yes
• 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 (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.