At Houston Methodist, the Surgery Scheduling Coordinator position is responsible for coordinating the scheduling and related processes for inpatient and outpatient surgical procedures. This position utilizes a computerized scheduling system and multiple software applications to complete the registration process for surgeries to include software management that supports eligibility and verification. The Surgery Scheduling Coordinator interacts with all levels of staff, management, physicians, patients and families, multidisciplinary teams, insurance carriers, and outside agencies. This position uses independent judgment and specialized knowledge to adjust schedules and accommodate special requests from internal and external customers, while providing complete coordination prior to surgery.

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

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Serves as a liaison between patient, facility, and physicians to ensure surgical procedures are scheduled timely, accurately, and appropriately. Coordinates special requests and add-ons with appropriate department team as needed. Communicates with departments throughout the facility when barriers to the current schedule present.

• Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel, while maintaining patient confidentiality.

SERVICE ESSENTIAL FUNCTIONS

• Schedules and registers multiple services with multiple departments utilizing computerized scheduling and registration systems; works with physicians to utilize requirements and addresses physician/patient requests or needs. Obtains required data in order to support hospital clinical/financial needs.

• Reconciles surgical responsibilities by preparing preliminary and final schedules for each physician as assigned. Uses established department auditing procedures to process orders and registrations under department policies and procedures.

• Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria.

• Confirms patients' appointments, instructs on location and directions to facility/department, relays pre-appointment preparations, and arranges for patients to have interpreter, mobility, or other assistance as needed for the visit.

• Establishes/updates the hospital account record to include detailed patient demographic and insurance information in electronic health record system, selecting insurance plans and payers, and medical necessity determination.

• Responds promptly to requests by staff, patients, and physicians; reschedules and/or cancels surgical procedures as needed. Generates reports and assists with department correspondence as directed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and outcome. Resolves complex problems and issues.

• Verifies patient demographics, eligibility, and diagnostics as guided by scheduling protocol for each physician and involves physician as needed to coordinate care.

• Schedules patient appointments utilizing standard operating procedures and enters data into applicable systems with a high level of thoroughness, accuracy and timeliness.

FINANCE ESSENTIAL FUNCTIONS

• Works directly with the insurance team and business office to ensure financial controls are met and verified prior to rendering and/or scheduling services. Coordinates with revenue cycle team to ensure proper documentation is received for billing and ensures policies and procedures are maintained to meet internal controls for auditing.

• Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Generates and communicates new ideas and suggestions that will improve quality or service.

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

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

WORK EXPERIENCE

• Five years of direct surgery scheduling experience

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

• Excellent communication and interpersonal skills via telephone and in person

• Ability to multi-task and flexibility to meet the needs of patients, physicians, and department

• Knowledge of mid-level registration/access functions and insurance procedures, including familiarity with insurance network parameters

• Ability to problem solve

• Mid-level understanding of medical terminology and diagnosis/procedural codes

• Ability to remain calm in stressful situations with patience and understanding

• Excellent customer service and professional communication skills

• Proficient computer skills and ability to learn and navigate multiple software programs

• Ability to handle detail work accurately and rapidly

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes
• 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* 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 Specialty Physician Group - As one of the nation’s leading hospitals and academic medical centers Houston Methodist has brought together some of the nation’s leading experts in multiple specialties to serve our patients.  As part of Houston Methodist Specialty Physician Group (HMSPG), these specialists not only provide excellent clinical care, but are on the forefront of research, developing leading-edge technologies and treatments, and teaching the medical pioneers of tomorrow.  This combination of clinical service, research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care.  Established as a non-profit corporation and certified by the Texas State Board of Medical Examiners, HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.