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

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

• Contributes to patient, employee, and physician satisfaction. Proactively presents solutions to resolve access to care issues when possible.

• Applies patience and diplomacy to sensitive situations, such as conflict regarding financial responsibility.

• Confirms registration and insurance data and obtains missing information with the patient or patient guardian/representative. Ensures all Centers for Medicare & Medicaid Services (CMS) regulatory items are completed properly, including Medicare Secondary Payer Questionnaire (MSPQ).

• Responds promptly to requests by staff, patients, and physicians.

• Follows department telephone scripting guidelines when interacting with patients to maintain a high quality of service.

• Performs and appropriately documents the required number of attempts, according to policy, to contact the patient prior to the date of service to complete pre-registration tasks and collect patient liabilities.

• Ensures documentation standards are followed and account notations are made in the appropriate system(s) timely and accurately.

• Completes high-quality work while adhering to productivity standards.

• Uses safety protocols to properly identify each patient and ensures correct patient identifiers are properly noted in the account and all printed material for their visit.

• Collects patient payments and negotiates as needed to meet minimally acceptable patient financial responsibility. If applicable, extends payment plans after receipt of the minimum required payment.

• Ensures protection of personal information. Adheres to all Payment Card Industry (PCI) compliance regulations.

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

• Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow.

• Participates in various department and/or entity/system-wide projects and activities. Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

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

• One year of healthcare experience in registering patients for medical services, contacting insurance providers or verifying insurance

• Collection experience preferred

• 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

• Proficiency in Microsoft office components (e.g., Outlook, Word) and knowledge of electronic health record software (EPIC preferred)

• Knowledge of Medicare, Medicaid and managed care reimbursement methodologies

• Ability to manage multiple tasks, such as multiple phone calls, at one time

• Basic medical terminology and knowledge of insurance requirements for physician visits and procedures

• Ability to manage a fast-paced environment

• Ability to flex hours and work/day assignments to meet needs related to unanticipated patient volume

• Working knowledge of Current Procedural Terminology (CPT), International Classification of Diseases (ICD)-9 and/or ICD-10 preferred

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 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.