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 to achieve optimal departmental and organizational results.

• Supports team members with questions regarding eligibility/benefit information for patients receiving services. Seeks management assistance appropriately.

• Demonstrates a high degree of professionalism and effectively engages with a diverse customer base, including patients/visitors, physician office staff, and representatives from internal departments and external organizations. Gives appropriate status updates.

• Contacts and educates patients on matters related to insurance benefits and payment options or collects past balances including bad debt. Answers any questions posed by the patient related to a billing or financial concern.

• Counsels patients regarding potential financial assistance eligibility and the process for application. Collects financial information from patient and other sources (e.g., financial profile from electronic database).

• Contributes to patient, employee, and physician satisfaction as well as effective revenue cycle process.

• Reviews the completed application for accuracy, making the initial determination for approval and alerting the department manager of potential concerns.

• Enters and updates patient data into the electronic medical record with a high level of thoroughness, accuracy and timeliness. Completes assigned work queues.

• Reviews in-house self-pay patients and assures they receive financial counseling, as applicable. Collaborates with applicable vendor to identify all sources of potential payment to secure funds for hospital (e.g., COBRA, worker's compensation, etc.). Provides financial updates on a regular basis, which can include updating reporting and/or participating in regular meetings with case management and finance for in-house patients to ensure timely discharge planning and financial clearance.

• Completes financial assistance calculation worksheets and submits for appropriate level of approval.

• Collects patient payments and performs other complex financial counseling functions (e.g., extended payment arrangements, discounts, single case agreements, case rates, etc.) by following department procedures to ensure all collection activities are accurately followed. May perform cashier functions.

• Fulfills monthly goals for cash collection.

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

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

• Generates and communicates new ideas and suggestions that will improve finance, quality, or service.

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

• Three years of experience in financial counseling, patient accounting, or patient access in a healthcare setting, preferably in a hospital

• Experience mentoring or leading team members 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

• Demonstrates sound judgment and executes above average patient access functional skills

• Exhibits strong interpersonal, teamwork, and leadership skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients, visitors, physicians, and co-workers

• Ability to analyze and solve problems

• Well-developed organizational skills with ability to multi-task and utilize time efficiently

• Ability to adapt to changes in the work environment and modify approaches or methods to best fit the patient's situation

• Knowledge of payer requirements, authorizations, and insurance terminology

• Proficient 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 and payer websites

• Ability to handle detail work accurately and rapidly

• Working knowledge of CPT, ICD-9 and/or ICD-10 preferred

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes
• Scrubs No
• 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 Yes
• May require travel outside Houston Metropolitan area No

Since 1998, Houston Methodist Sugar Land Hospital has been serving Fort Bend and the surrounding counties. Residents have come to rely on a level of compassionate care and leading-edge technology that was once available only in the Texas Medical Center. Houston Methodist Sugar Land Hospital tied for No. 4 in Houston and No. 6 (three-way tie) in Texas in U.S. News & World Report’s best hospital rankings in 2020. With 316 operating beds, 24 operating rooms and over 2,400 employees, Houston Methodist Sugar Land Hospital was designed to provide comprehensive, personalized care for the community.