At Houston Methodist, the Senior Patient Services Specialist is responsible for reporting to leadership, on facilitation activities, with patients. In addition to reporting metrics, this position also provides customized concierge assistance to patients serving as the central point of contact for all inpatient, outpatient, and physician office facilitation for the respective patients while on campus. The Senior Patient Services Specialist (SPSS) facilitates patients appropriately and adheres to the facilitation workflow to provide a positive patient visit. This position creates stability and consistency and reinforces the reputation of Houston Methodist while serving as a significant contributor to the overall patient's experience. The SPSS should represent Global and Platinum Patient Services in developing strong relationships with physician offices, their staff and Physician Organization administration to enhance the patient experience. SPSS participates in both inpatient and outpatient rounding and assist with any patient needs. SPSS to have the ability to handle, deescalate, and resolve complex patient issues. SPSS are to establish ongoing relationships with hospital and nursing leadership to enhance the patient experience. SPSS are assigned specific areas of daily operations, assist with training new staff, and assist management when needed.

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

• Serves as the representative of all inpatient, outpatient, and physician office visits/facilitation to include routing and handling requests appropriately. Applies in-depth knowledge of hospital services as well as an ability to multi-task in a fast-paced environment

• Builds and maintains relationships with key stake holders, as well as physician offices, professional services, and other hospital departments to ensure seamless coordination of patient encounters

• Enhances patient experience by providing customized concierge assistance to each patient throughout the patient's entire visit

SERVICE ESSENTIAL FUNCTIONS

• Supplies reports and presents out on progress to executive leadership during quarterly meetings

• Proactively resolves patient concerns at a subject matter expert level (e.g., higher level grievances, crisis prevention) to reach resolutions in a swift manner to avoid interruptions of services

• Handles multiple requests including information, medical appointments, rescheduling, cancellations, etc. while delivering culturally appropriate white-gloved high-end services. Develops creative, meaningful solutions for patients and family members and provides language assistance as needed and if applicable

• Communicates effectively with patients, family members, co-workers, medical staff hospital personnel, and all other customers; treats all individuals with dignity and respect and participates in activities to improve working relationships within the department

• Stays abreast of hospital services offered to better assist patients

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Provides appropriate and accurate documentation/tracking in (CRM) systems for each patient in a timely fashion

• Ensures patient information is conveyed to others appropriately while complying with patient confidentiality and HIPAA regulations including reporting of information to include federal, state, and organization

FINANCE ESSENTIAL FUNCTIONS

• Enters basic insurance, other data information, and/or demographic information into EPIC system to streamline patient encounters

• Provides support on auditing patient types and collecting referral information on patients

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Participates in special projects and committees as assigned by manager.

• Leads operational initiatives, and identify new workflows, to improve the patient experience.

• Identifies opportunities for new services across the system and communicates with leadership.

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

• Bachelor's degree

• Master's degree preferred

WORK EXPERIENCE

• Seven years of experience in a hospital setting required, preferably in a patient services environment with at least 5 years of experience in a patient liaison/specialist role

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

• Proficiency in oral and written Spanish and/or Arabic

• Proficiency in medical terminology

• Comprehensive knowledge of physician referral protocol and hospital policies and procedures

• Experience in routine resolution required

• General knowledge of operations in the healthcare industry

• Demonstrated knowledge of operations where routine resolutions were made

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

Houston Methodist Specialty Physician Group - As one of the nation’s leading hospitals and academic medical centers Houston Methodist has brought together some of the nation’s leading experts in multiple specialties to serve our patients.  As part of Houston Methodist Specialty Physician Group (HMSPG), these specialists not only provide excellent clinical care, but are on the forefront of research, developing leading-edge technologies and treatments, and teaching the medical pioneers of tomorrow.  This combination of clinical service, research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care.  Established as a non-profit corporation and certified by the Texas State Board of Medical Examiners, HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.