JOB SUMMARY
At Houston Methodist, the Lead Patient Access Services position is responsible for providing administrative support to the department while executing daily operations and performing duties of other staff such as registration, scheduling, insurance verification, etc. In addition to providing operational support, this position performs all or many of the following: under the direction of leadership, assists in organizing work schedules and assignments, conducts quality assurance audits, trains and mentors staff, provides feedback to manager on developmental needs, participates in the development of staff, leads and regularly performs special projects, collects/analyzes/reports on data, and other responsibilities of a similar nature and level. The Lead Patient Access Services position serves as the liaison between management, staff, physicians/physician offices, insurance providers, and others for routine matters as the primary point of contact for resolving questions and issues. This position requires considerable experience, skill and knowledge of the organization's policies and practices, operating a personal computer, and utilizing software applications for word processing and databases. The Lead Patient Access Services position may work in an on-call rotation, serving as point of contact after hours.
Houston Methodist StandardPATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer 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.
- Focuses on patient/customer safety
- 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 rounds with patients/customers to ensure their needs are being met
- Involves patients (customers) in shift/handoff reports byenabling their participation in their plan of care as applicable to the given job
Displays cultural humility, diversity, equity and inclusion principles
Actively supports the organization vision, fulfills the mission and abides by the I CARE values
PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.
PEOPLE - 25%
SERVICE - 25%
QUALITY/SAFETY - 25%
FINANCE - 15%
GROWTH/INNOVATION - 10%
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.
QualificationsEDUCATION REQUIREMENTS
o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
o Some college preferred
EXPERIENCE REQUIREMENTS
o Four years of experience in Patient Access Services relevant jobs such as registration, scheduling, insurance verification, etc.
License/CertificationCERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
o None
KSA/ Supplemental DataKNOWLEDGE, SKILLS AND ABILITIES REQUIRED
o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
o 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
o 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
o Ability to work independently and with peers in a team situation
o Capable of handling challenging/difficult procedures and situations
o Demonstrates sound judgment and executes above average Patient Access functional skills
o Possesses basic computer knowledge; operates multiple computer systems to include, Hospital Information Systems and Office software
o Exhibits strong interpersonal, teamwork and leadership skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients, visitors, physicians, and co-workers
o Adapts to multiple ongoing priorities with minimal supervision, including organizing workflow and actively participating in problem-solving
o Conducts self in a professional manner at all times
o Strong analytical skills
o Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
o Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities
o Demonstrates professional handling of exposure to confidential/sensitive information
o Ability to work under pressure and balance many competing priorities
o Comprehensive knowledge of Patient Access protocols and hospital policies and procedures
SUPPLEMENTAL REQUIREMENTS
Work Attire Yes/NoUniform No
Scrubs No
Business professional Yes
Other (dept approved) Yes
On-Call* Yes, as required by entity/department for operational need
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above. Travel**
May require travel within Yes
Houston Metropolitan area
May require travel outside No
of Houston Metropolitan area
**Travel specifications may vary by department.
Please note any other special considerations to this job: __________________________
Company Profile
Houston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, personalized service and innovation. The growing campus offers more than 200 beds, 19 operating rooms and over 1,500 employees, with access to the most innovative medical and surgical care available, including robotic and minimally invasive surgery, full-spectrum heart care, state-of-the-art imaging, cancer care, labor and delivery with a level II neonatal ICU, neurology and neurosurgery, orthopedics and sports medicine, outpatient rehabilitation and 24/7 emergency services.
Employment Type: FULL_TIME