At Houston Methodist, the Patient Services Liaison position is responsible for serving as the central point of contact for all incoming inquiries from patients, physicians, and guarantors to assess medical and service needs. This position routes and handles requests appropriately, thereby enhancing the reputation of Houston Methodist Hospital. The Patient Services Liaison position secures medical records and medical release forms on behalf of the patient to secure timely appointments and ancillary services.

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 central point of contact for all incoming inquiries from patients, physicians and sponsors to assess medical and service need, and routing and handling requests appropriately and needs to have in depth knowledge of hospital services as well as a relationship skill that include ability to multi-task in a fast-paced environment.

• Fosters relationships with physician offices, professional services and other hospital departments to ensure seamless coordination of patient appointments.

• Secures medical records and medical release forms on behalf of the patient to secure timely appointments and ancillary services.

SERVICE ESSENTIAL FUNCTIONS

• Serves as support for Patient Services Specialist by coordinating entire patient visit at HMH including, but not limited to: Interpreting for physicians and ancillary testing, procedures, daily patient visits, and obtaining medical reports.

• Provides prompt and personalized services to patients, managing multiple request including but not limited to information, medical appointments, rescheduling, cancellations, etc while delivering culturally appropriate high-end concierge services while thinking creatively to proactively develop meaningful solutions for patients and family members.

• 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.

• Keeps up-to-date with hospital services offered on our campus to better assist and be proactive with patients.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

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

• Partners with Finance and appropriately triages to ensure high quality services are provided always, included but not limited to the patient registration process.

• Demonstrates all safety rules while on the job and reports accidents promptly and corrects minor safety hazards.

• Understands and recognizes legal and liability considerations of maintaining confidentiality and addressing situations of necessary information disclosure; including confidentiality and mandated reporting of information to include federal, state, organization.

FINANCE ESSENTIAL FUNCTIONS

• Enters basic insurance information to streamline patient processing.

• Serves as a backup to Patient Finance in providing estimation for patient care.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

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

• Leads initiatives when needed to assume alternating roles in responsibilities within the office.

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 in clinical field or eight years' experience in lieu of degree

WORK EXPERIENCE

• Three years of experience in a hospital setting preferable, within a patient services environment

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 or Arabic

• Good medical/clinical assessment skills and proficient medical terminology

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

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 (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.