At Houston Methodist, the Patient Financial Liaison position is responsible for supporting patients who receive a long-term diagnosis such as cancer or transplant to evaluate their financial toxicity, as this affects the patient's overall compliance with treatment, adherence to long term drug regimens, and overall wellbeing and quality of life in terms of stress and anxiety. This position supports patients and their specific needs that extend far beyond the course of treatment received at Houston Methodist. The Patient Financial Liaison position works with the patient from the first diagnosis and treatment plan, all the way through survivorship. This position will assess patient barriers and access to care, analyze cost savings for the patient and the hospital, review the patient's financial toxicity, and support the long-term patient experience and physician relations. The Patient Financial Liaison position works closely with other members of the healthcare team to determine needs and resources. This position implements comprehensive financial navigation programs based on the patient's individualized treatment plan through the utilization of insurance optimization and external assistance, to include pharmaceutical assistance, to assist patients and aid in improving the patient's understanding of their financial responsibility.

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

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Meets with the patient prior to and throughout treatment to provide overview and education regarding the patient's financial status.

• Establishes a rapport with the patient to build and maintain an effort to assist the patient with insurance and financial needs. Helps the patient understand their insurance options and determine the best choice based on their situation.

• Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. Works independently, exercising sound judgment for each individualized patient situation.

SERVICE ESSENTIAL FUNCTIONS

• Assesses a patient's risk of financial toxicity or financial stress as it relates to their individualized treatment and income. Partners with the patient to reduce financial barriers to obtaining treatment and reducing financial obligations on the patient.

• Works closely with Patient Accounting and Patient Business Services to resolve account balance issues and/or establish payment plans.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Identifies opportunities for process improvement providing recommendations and contributes to meeting department and hospital targets for quality and safety. Assists with implementation and education of department-based initiatives and standards of practice.

FINANCE ESSENTIAL FUNCTIONS

• Reviews all patients' insurance status, and communicates with the patient about their insurance status, benefit coverage, and expected cost of proposed treatment. When applicable, provides financial needs assessments to the physicians so as to determine treatment interventions that best fit the patient's medical and financial needs.

• Completes insurance optimization to support each patient's needs. May include helping the patient with applying for primary or secondary insurance, or assisting with filling out required paperwork for patients to apply for additional insurance, payment assistance, or drug replacement programs.

• Assists patients in accessing financial resources to cover the cost of their treatment, which may include: copay assistance programs, premium assistance programs, foundation support, drug replacement programs, community programs, the hospital's charity care or other financial assistance options.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays up-to-date on knowledge and understanding of various health insurances, medical and billing, billing codes, treatments, pharmaceuticals, etc.

• Participates in department projects and shared governance activities.

• Seeks opportunities to expand learning beyond baseline competencies.

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.)

• Associate or Bachelor's degree preferred

WORK EXPERIENCE

• Four years of healthcare or public health setting with preferred experience in one or more of the following: patient finance, insurance benefits, financial assistance programs, public health, social services, or other community-based background

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

• Strong computer skills including Microsoft products

• Ability to build strong relationships within and outside the organiza

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 Yes

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.