Patient Services Specialist

Houston Methodist•Houston, TX

About The Position

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. Enter 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.

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
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.
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.
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
Provides appropriate and accurate documentation/tracking in (CRM) systems for each patient.
Partners with Finance to ensure an efficient and complete patient registration process.
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.