Patient Services Specialist - Platinum Global - PRN - Medical Center (nights & weekends)

Houston Methodist•Houston, TX

18d•Onsite

About The Position

PRN opportunity Location: Medical Center Hours-Mon-Fri night shift 6pm-6am, weekends 6am-6pm PRN position available to work the night shift and when needed the weekend shift Health care experience, preferably hospital experience Ability to work in a patient facing environment Exceptional customer service skills Ability to work in a fast-paced department, doing multiple tasks Ability to handle and resolve patient concerns and issues Ability to work as part of a diverse team Display our ICARE values at all times with patients and co-workers Knowledge of technology used in our department or ability to learn it quickly Ability to do administrative tasks like the daily handoff report The night and weekend staff: Respond to Platinum alerts and meet & greet patients, facilitate their needs like helping get a bed, etc. Handle Platinum alerts for all of the community hospitals. Handle the air ambulance process for both domestic & international patients. Facilitate the athletes. Provide coverage for all patients in the hospital: Platinum, International and general patient population. (The night & weekend staff does not schedule appointments. They take down the request and pass it on the day staff who will handle. At Houston Methodist, the Patient Services Specialist PRN is responsible for providing customized concierge assistance to patients serving as the primary point of contact for all inpatient, outpatient, and physician office facilitation for their respective patients. The Patient Services Specialist PRN facilitates services for patients appropriately, thereby enhancing the reputation of Houston Methodist and is a fundamental contributor to the patient experience. Houston Methodist Standard 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

Requirements

Bachelor's degree
Five years of experience in a hospital setting required, preferably within a patient services environment where routine resolution was required and knowledge of operations was critical
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

Nice To Haves

Proficiency in oral and written Spanish or Arabic
Proficiency in medical terminology
Comprehensive knowledge of physician referral protocol and hospital policies and procedures

Responsibilities

Serves as main point of contact for all inpatient, outpatient, and physician office facilitation to include routing and handling requests appropriately.
Applies in depth knowledge of hospital services as well as an ability to handle multiple tasks at once in a fast moving and dynamic environment.
Cultivates relationships with 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.
Delivers prompt and personalized service to patients, handles multiple requests including but not limited to information, medical appointments, rescheduling, cancellations, etc. while delivering culturally appropriate high-end concierge service to each patient.
Develops creative, meaningful solutions for patients and family members. Will provide language assistance as needed.
Proactively resolves patient concerns to reach resolutions in a swift manner to avoid interruptions of services.
Communicates effectively with patients, family members, co-workers, medical staff hospital personnel, and all other clients; 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.
Provides appropriate and accurate documentation/tracking in (CRM) systems for each patient.
Partners with Finance to ensure an efficient and complete patient registration process.
Understands 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, and organization.
Enters basic insurance and demographic information into appropriate data systems to streamline patient processing.
Provides support on auditing patient types such as International, International 1, Platinum, and/or Corporate patient information and collecting referral information on all patients whose services are facilitated at our hospitals.
Engages in special projects and committees as assigned by manager.
Seeks opportunities to drive new initiatives when needed and assumes alternative roles and responsibilities within the office as needed.