At Houston Methodist, the Patient Access Center Coordinator position is responsible for coordinating the daily functions and operations of the department to ensure appropriate service levels and workstreams. In partnership with management, this position ensures patients are scheduled for services in their assigned location and are financially cleared prior to their scheduled appointment through accurate and timely scheduling, registration and verification of eligibility and benefits. This position also ensures all members of the team are providing unparalleled customer service in a timely and professional manner. The Patient Access Center Coordinator provides first-level investigation for patient concerns, assists management with auditing/quality review to ensure accurate and appropriate scheduling and registration through metric and workflow reviews, supports training needs of team members, and provides innovative suggestions for process improvement.

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

• Coordinates daily department operations, partnering with management, and ensures staff communicate professionally and effectively with all patients in a timely manner.

• Supports onboarding and training of new agents. Collaborates with the Training team to modify training content based on operational changes.

• Role models healthy work relationships such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as preceptor, mentor, and resource to less experienced staff.¿¿Recommends initiatives to improve department scores for employee engagement. Motivates and inspires peers to impact a change in culture.

• Discusses department performance metrics and recommendations for performance improvement. Keeps open channels of communication with all parties involved, including physician, patient and service areas, regarding action taken and resolution. Promotes a friendly and professional customer service environment.

SERVICE ESSENTIAL FUNCTIONS

• Coordinates daily coverage and staff deployment to ensure appropriate service levels across pods and workstreams. Facilitates daily pod meetings to disseminate performance insights, workflow updates, and team alignment priorities. Provides call support in limited capacity to maintain service levels during escalations or high volume periods.

• Serves as first-level investigator for patient issues and concerns, performing root cause analysis and recommending corrective actions to management. Resolves frontline agent escalations and determines need for further triage to leadership.

• Supports the design and delivery of ongoing refresher training based on agent performance trends and operational needs.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Under the direction of the management, assists with designing and implementing department policies by establishing standards and procedures, measuring results against metrics and making necessary adjustments.

• Coordinates operational support tasks with a lens on process improvement and systems oversight. Maintains department efficiency by planning and implementing improvements. Conducts workflow assessments with schedulers to improve department performance and improve patient satisfaction.

• Collaborates with Workforce Management to provide real-time input on scheduling adjustments and call flow escalations.

• Provides structured coaching discussions using data and call quality metrics. Recommends performance improvement plans to management.

FINANCE ESSENTIAL FUNCTIONS

• Under the guidance of management, uses sound judgment and fiscal responsibility for the department, including timely purchasing of supplies, inventory control and monthly account management.

• Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Performs preliminary timecard reviews and identifies discrepancies for manager follow-up. Utilizes time efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Provides innovative suggestions for process improvement and assists in the implementation of strategic planning initiatives.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.

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's degree preferred

WORK EXPERIENCE

• Five years of experience in healthcare setting/call center operations

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

• Ability to multitask, prioritize and the flexibility to meet the needs of the department

• Excellent written and verbal communication and interpersonal skills via telephone and in person

• Critical thinking skills and ability to apply independent judgment

• Strong analytical skills to be able to synthesize data and identify trends

• Ability to remain calm and patient in stressful situations

• Demonstrates a positive demeanor and ability to work with peers in a team situation

• Working knowledge of PC environment utilizing Windows and word processing; basic Excel, Word and PowerPoint knowledge

• Proficiency in an Electronic Medical Record system

• Very strong organization skills and detail-oriented nature

• Strong training, coaching, and leadership skills

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 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.