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

• 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.

• 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.

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

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

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

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

• Leads special projects and committees as assigned.

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

• Three years of related experience, healthcare 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

• 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

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas.  These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.