Job Description

Job SummaryJOB SUMMARY
At Houston Methodist, the Senior Patient Services Representative is responsible for performing patient check in/check out functions and appointment scheduling to facilitate the patient visit experience. Responsibilities include performing more complex processes related to scheduling or other department related protocols and serving as a role model and mentor to less experienced staff. This position supports timely, accurate claims submission and may perform registration and/or other revenue cycle functions. Other duties include providing general operations assistance and/or patient service tasks specific to the scope of the department.

Requirements:

PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 35%
1. Contributes to a positive work environment and to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the interprofessional health care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. (EF)
2. Performs patient check in/check out functions. Obtains and inputs accurate scheduling and registration data to initiate financial clearance activities as needed. Performs more complex processes related to scheduling or other clinic related protocols. (EF)
3. Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials. Handles add-ons, reschedules, and cancellations appropriately and as per department protocol. (EF)
4. Functions as a role model and mentor for less experienced staff and serves as the next level resolution source for problems. (EF)

SERVICE - 25%
1. Uses excellent communication skills (verbal, non-verbal, written) to facilitate providing the highest quality service during every patient, physician, guest, employee, or other encounter. Responds promptly to requests by staff, patients, physicians, and other members of the patient care team. Recognizes and responds appropriately to urgent/emergent situations per protocols. (EF)
2. Contributes to patient, employee and physician satisfaction as well as effective revenue cycle process. (EF)
3. Generates reports and assists with department correspondence. Provides other administrative assistance as directed. (EF)

QUALITY/SAFETY - 15%
1. Serves as a liaison for the patient, medical staff, and third parties. Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and resolution. (EF)
2. Enters patient and operational data into various database systems with a high level of thoroughness, accuracy and timeliness. (EF)
3. Ensures patient information is conveyed to others appropriately while complying with patient confidentiality and HIPAA regulations. May assist clinical staff as per scope of the treatment center. (EF)

FINANCE - 20%
1. Accurately records information when performing functions such as charge entry, registration, scheduling, insurance verification/coordination, or obtaining authorizations or referrals to ensure financial objectives are met. Conducts front end revenue cycle duties as directed. Educates patients and others regarding billing processes and potential financial responsibilities as necessary. (EF)
2. Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members. (EF)
3. Uses department resources/equipment/supplies properly and efficiently. Participates in inventory management by taking action to ensure supply levels are adequate. (EF)

GROWTH/INNOVATION - 5%
1. Displays initiative to improve job functions; offers suggestions to streamline process for efficient patient flow and other quality or service matters. (EF)
2. Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. (EF)

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.

Qualifications:

EDUCATION REQUIREMENTS
* High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE REQUIREMENTS
* Five years of experience to include three years experience in a related role within healthcare

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
* None