Lead Patient Access Services
Company: Houston Methodist
Location: Baytown
Posted on: January 23, 2023
Job Description:
JOB SUMMARYAt 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.PATIENT 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 safetyDelivers
personalized service using HM Service StandardsProvides 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 metInvolves patients (customers) in
shift/handoff reports byenabling their participation in their plan
of care as applicable to the given jobDisplays cultural humility,
diversity, equity and inclusion principlesActively supports the
organization vision, fulfills the mission and abides by the I CARE
valuesPRIMARY JOB RESPONSIBILITIESJob responsibilities labeled EF
capture those duties that are essential functions of the job.
-PEOPLE - 25%
- Promotes a positive work environment and leads the team to be
dynamic and a focused work unit that actively helps one another to
achieve optimal department results. - Collaborates with all members
of the team by actively communicating and reporting pertinent
information and data in a comprehensive manner. - (EF)
- Serves as preceptor, mentor, and resource to less experienced
staff. - Orients, guides, and mentors team members to help build
confidence and competency in skills, knowledge, and abilities for
various department tasks. - Role models to team members effective
communication skills, assisting in their development of such
skills. Coordinates staff schedules, as appropriate, to provide
daily staff coverage to promote/maintain smooth department
operations. - (EF)
- Role models healthy work relationships such as mitigation of
conflict, leading problem-solving and resolution efforts. -
Conducts self in a manner that is congruent with cultural
diversity, equity and inclusion principles. -Recommends initiatives
to improve department scores for employee engagement. - (EF)
-SERVICE - 25%
- Coordinates and performs routine duties associated with
department functions and services. - Maintains timelines for follow
up and prioritization of department projects and tasks. -Prepares
and shares regular reports on the changes, as appropriate. -
(EF)
- Performs the various patient access duties specific to the
workgroup, i.e., registration, insurance verification, scheduling,
etc., as assigned. - (EF)
- Identifies/anticipates potential customer problems and resolves
visitor and/or patient issues with highest level of customer
service, professionalism, and compassion. - Troubleshoots and
resolves, as appropriate, patient/team member/system issues or
errors. -Serves as liaison between team members, management,
physicians and their offices, insurance providers, and others,
resolving routine matters for the assigned area/shift, escalating
to management as needed. -(EF)
- Monitors and adjusts activities/assignments to ensure optimum
patient throughput and patient experience. - Contributes towards
improvement of patient and physician satisfaction. -(EF)
-QUALITY/SAFETY - 25%
- Conducts quality audits on processes, outcomes, and team member
performance. - Documents, develops, and evaluates processes and
procedures. Identifies opportunities for corrective action and
process improvement, collecting data and performing analyses.
Follows up on action items to ensure completion of assignments,
ensuring all deadlines are met. -(EF)
- Protects patient and family privacy rights and maintains
confidentiality of patient records and computer security codes, as
well as protects the integrity of privileged information. -(EF)
-
- Assists with implementation and education of department-based
initiatives, standards of practice and protocols. -Participates in
department quality improvement processes. Develops skills of team
members and continually assists with improving skills, performance
and outcomes. -Contributes towards improving department/practice
quality and safety scores. - (EF) -FINANCE - 15%
- Ensures reconciling/auditing of patient data through the
various reporting tools is accurately documented and completed. -
Coordinates, using sound judgment and fiscal responsibility, the
processing and resolution of issues, as appropriate. - (EF)
- Monitors staffing and recommends adjustment in staff work
assignments and schedules to support fluctuations in work volumes
and ensure efficient labor cost utilization; minimizes team
incidental overtime. - Reviews team member's timecards for accuracy
and management approval as directed. - Utilizes own time
efficiently and helps other team members. - (EF)
- Monitors supplies/resources and orders, as necessary. - (EF)
-GROWTH/INNOVATION - 10%
- Identifies innovative solutions for process improvement to make
processes work better for patients, visitors, and department.
-Fosters a positive and constructive teaching environment by
engaging co-workers in learning opportunities that are valuable and
in alignment with business objectives. -(EF)
- Seeks continuous professional development opportunities to
expand learning beyond baseline competencies with a focus on
continual development. - Completes and updates the My Development
Plan on an on-going basis. - Ensures own career discussions occur
with appropriate management. - (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.EDUCATION REQUIREMENTSo - -
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 REQUIREMENTSo - - Four years of experience in patient
access services relevant jobs such as registration, scheduling,
insurance verification, etc.CERTIFICATIONS, LICENSES AND
REGISTRATIONS REQUIREDo NoneKNOWLEDGE, SKILLS AND ABILITIES
REQUIREDo - - Demonstrates the skills and competencies necessary to
safely perform the assigned job, determined through on-going
skills, competency assessments, and performance evaluationso - -
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 securityo - - 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 principleso - - Ability to work independently and
with peers in a team situationo - - Capable of handling
challenging/difficult procedures and situationso - - Demonstrates
sound judgment and executes above average patient access functional
skillso - - Possesses basic computer knowledge; operates multiple
computer systems to include, Hospital Information Systems and
Office softwareo - - 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-workerso - - Adapts to multiple
ongoing priorities with minimal supervision, including organizing
workflow and actively participating in problem-solvingo - -
Conducts self in a professional manner at all timeso - - Strong
analytical skillso - - Demonstrates a learning attitude toward
solving problems, using good reasoning and judgment in a high
stress environmento - - Demonstrates a positive demeanor, good
verbal and written communication skills, and strong multi-tasking
abilitieso - - Demonstrates professional handling of exposure to
confidential/sensitive informationo - - Ability to work under
pressure and balance many competing prioritieso - - Comprehensive
knowledge of patient access protocols and hospital policies and
procedures -SUPPLEMENTAL REQUIREMENTS -Work Attire - - - - - - - -
- - - - - - - - - - - - - - - - - - - - Yes/NoUniform - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - NoScrubs - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - No
- - - - - -Business professional - - - - - - - - - - YesOther (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 - - - - - YesHouston
Metropolitan area -May require travel outside - - - - - - - - - - -
- - - Noof Houston Metropolitan area - - - - - - - - - - - - - - -
- - - - - - -**Travel specifications may vary by department.
-Please note any other special considerations to this job:
__________________________ -Houston Methodist Baytown Hospital,
located 35 miles east of Houston, is the area's only full-service
hospital offering specialized medical care for patients at every
stage in life. This 230-licensed bed hospital with 15 operating
rooms and over 1,700 employees, brings Medical Center excellence
and quality care close to East Harris and surrounding
counties.
Keywords: Houston Methodist, Baytown , Lead Patient Access Services, Other , Baytown, Texas
Didn't find what you're looking for? Search again!
Loading more jobs...