At Houston Methodist, the Patient Access Apprentice is responsible for obtaining the educational material, knowledge, and experience needed to be competent in a Patient Access position. Training will be provided for this role in one or more of the following Patient Access functions: scheduling, insurance verification, authorizations, pre-registration, registration, financial counseling, and/or patient check-in. Incumbents in this position will demonstrate the ability to continuously progress in basic knowledge and skills necessary to communicate appropriately and carry out delegated tasks.

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

• Applies judgment and knowledge to accommodate requests from internal and external customers as directed by manager and/or physcians and perform tasks assigned during the apprenticeship.

• Interacts with staff and management, physicians, patients and families to obtain information and perform assigned tasks.

• Triages calls as appropriate to other areas, as received on a daily basis while working under the guidelines and scripts as set forth by management.

• Provides patients with information needed to prepare for appointment per Center/Service protocol. Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations. Keeps open channels of communication with all parties involved: physician, patient, service areas, regarding action taken and resolution.

SERVICE ESSENTIAL FUNCTIONS

• 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. Appropriately utilizes ACD/CISCO telephone system or other departmental systems and tools.

• Uses Department scripting and ensures ICARE values are met while working within the scripting provided.

• Provides coverage during transitions and as needed per management discretion.

• Responsible for coordinating the flow of patient referrals:
  - Collects and compiles data/information from patients such as insurance documentation and patient identification information to help facilitate the appropriate patient service as requested by referring physician.
  - Answers incoming calls from patients.
  - Acts as liaison between the patient and the physician.
  - Handles calls from physician's offices, always making sure to maintain a good relationship.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Utilizes resources to perform one or more of the necessary functions of the role; scheduling, insurance verification, authorizations, pre-registration, registration, financial counseling, and/or patient check-in.

• Obtains required data in order to support departmental and hospital clinical/financial needs, ensuring HIPPA guidelines are observed.

• Adheres to internal controls for ensuring verification and eligibility are met and established correctly prior to patient visit. Provides patients with information needed to prepare for appointment per Center/Service protocol. Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations.

FINANCE ESSENTIAL FUNCTIONS

• Obtains and enters accurate data, including but not limited to: patient demographics, insurance, guarantor and clinical information on the information system in order to initiate financial clearance activities such as benefit eligibility and verification, pre-certification notification and payment review

• Documents patient's accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Works directly with physicians, office staff, and patients to ensure best practices within department. Works with manager to improve areas of concern as indicated and strives for excellence in the workplace.

• Continuously progresses in basic knowledge and skills necessary to communicate appropriately and carry out delegated tasks.

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

• Six months in a strong customer service environment

• Clinical knowledge and experience preferred with a strong understanding of medical terminology

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

• Working knowledge of PC environment utilizing Windows and word processing and basic Excel knowledge

• Capable of working and navigating several applications and Web sites related to registration simultaneously

• Strong customer service, phone and scheduling skills

• Knowledge of insurance requirements for physician visits and procedures preferred

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• 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 No
• 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.