At Houston Methodist, the Patient Experience Navigator is responsible for managing patient check-in and check-out functions, appointment scheduling, and overseeing patient navigation within the clinic to ensure a smooth and positive visit experience. This position also plays an active role in completing registration tasks and supporting other revenue cycle functions as needed. Additional responsibilities include providing general operational support and assisting with patient service activities specific to the department's scope.

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

• Contributes to a supportive and engaged work environment within a dynamic, team-oriented unit that collaborates to achieve strong departmental outcomes. Effectively partners with all members of the interprofessional healthcare team by clearly and promptly communicating relevant patient care information.

• Navigates patient flow with accuracy and efficiency, adhering to direction with consistency, timeliness, and attention to priority standards. Proactively identifies and addresses registration or financial clearance issues that may impact service timelines, helping prevent delays or denials. Appropriately manages add-ons, reschedules, and cancellations in line with departmental protocols.

• Actively participates in team efforts, consistently supporting colleagues to ensure smooth daily operations and exceptional service delivery. Collaborates to identify challenges, contribute to solutions, and uphold high standards of patient care and operational excellence.

SERVICE ESSENTIAL FUNCTIONS

• Utilizes strong communication skills-verbal, non-verbal, and written-to ensure high-quality service in every interaction with patients, physicians, guests, employees, and other individuals. Responds promptly and professionally to requests from staff, patients, physicians, and other members of the care team. Identifies and responds appropriately to urgent or emergent situations in accordance with established protocols.

• Assists patients with all aspects of the check-in and check-out process. Addresses patient inquiries effectively and supports patient flow by proactively resolving issues and communicating clearly. Provides timely updates to patients regarding delays or changes to their visit.

• Actively contributes to overall patient, employee, and physician satisfaction by delivering consistent, high-level service and support.

• Generates reports and provides administrative support as directed, aligning with clinic and departmental priorities. Assists with pre- and post-visit coordination by facilitating communication between departments, patients, and care team members, communicating through phone calls, EHR messaging, and other communication platforms.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Communicates effectively to resolve patient access and service-related concerns, maintaining transparency and professionalism. Keeps all relevant parties-including physicians, patients, and service areas-informed of actions taken and outcomes achieved.

• Accurately enters patient and operational data into multiple database systems with strong attention to detail, ensuring completeness, timeliness, and data integrity.

• Ensures patient information is shared appropriately and securely, adhering to all patient confidentiality guidelines and HIPAA regulations. May provide support to clinical staff as appropriate, based on the defined scope of the treatment center.

FINANCE ESSENTIAL FUNCTIONS

• Accurately captures and documents information during tasks such as registration, scheduling, insurance verification, and referral coordination to support timely patient access and help meet financial performance goals. Educates patients and others regarding billing processes and potential financial responsibilities as necessary.

• Effectively manages time by prioritizing responsibilities, minimizing unnecessary overtime, and using downtime productively. Proactively assists team members during lighter workloads to support overall efficiency.

• Utilizes department resources, equipment, and supplies responsibly and efficiently. Actively participates in inventory management by monitoring supply levels and taking appropriate steps to maintain readiness.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Proactively contributes ideas and suggestions aimed at improving quality, efficiency, or patient service, and communicates them effectively to the appropriate team members.

• Actively pursues opportunities for growth by seeking out learning experiences beyond core competencies, with a focus on continuous personal and professional development.

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

• One year of healthcare or related experience

• Experience in a healthcare related work environment preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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 customer service, phone and scheduling skills

• Basic computer skills in word processing applications and ability to utilize software systems such as the electronic medical record

• Knowledge of basic medical terminology

• Ability to analyze and solve problems

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

With locations throughout the Greater Houston area, Houston Methodist Primary Care Group (HMPCG) is dedicated to providing quality patient care for the entire family. HMPCG is proud to be a part of Houston Methodist and its family of hospitals, ensuring efficient access to specialty and hospital services whenever the need arises.  As members of the Greater Houston community, HMPCG is committed to the well-being of its patients, providing the right care at the right time in convenient locations throughout the Houston area.