Lead Patient Access Services

About the role

The Lead Patient Access Services position at Houston Methodist is responsible for overseeing and managing patient access services. This role requires a minimum of four years of experience in patient access services, including registration, scheduling, insurance verification, and similar roles. The ideal candidate will have a high school diploma or equivalent, some college education preferred, and possess strong interpersonal, teamwork, and leadership skills.

Responsibilities

• 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
• Coordinates staff schedules, as appropriate, to provide daily staff coverage to promote/maintain smooth department operations
• Coordinates and performs routine duties associated with department functions and services
• 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
• Maintains timelines for follow up and prioritization of department projects and tasks
• Prepares and shares regular reports on the changes, as appropriate
• Monitors and adjusts activities/assignments to ensure optimum patient throughput and patient experience
• Contributes towards improvement of patient and physician satisfaction

Qualifications

• Education: High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Experience: Four years of experience in patient access services relevant jobs such as registration, scheduling, insurance verification, etc.
• Skills and Abilities: 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; 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; ability to work independently and with peers in a team situation; capable of handling challenging/difficult procedures and situations; demonstrates sound judgment and executes above average patient access functional skills; possesses basic computer knowledge; operates multiple computer systems to include, Hospital Information Systems and Office software; 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; adapts to multiple ongoing priorities with minimal supervision, including organizing workflow and actively participating in problem-solving; conducts self in a professional manner at all times; strong analytical skills; demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment; demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities; demonstrates professional handling of exposure to confidential/sensitive information; ability to work under pressure and balance many competing priorities; comprehensive knowledge of patient access protocols and hospital policies and procedures

Skills and Abilities

• 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
• Ability to work independently and with peers in a team situation
• Capable of handling challenging/difficult procedures and situations
• Demonstrates sound judgment and executes above average patient access functional skills
• Possesses basic computer knowledge; operates multiple computer systems to include, Hospital Information Systems and Office software
• 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
• Adapts to multiple ongoing priorities with minimal supervision, including organizing workflow and actively participating in problem-solving
• Counsels and trains new employees
• Conducts self in a professional manner at all times
• Strong analytical skills
• Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
• Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities
• Demonstrates professional handling of exposure to confidential/sensitive information
• Able to work under pressure and balance many competing priorities
• Comprehensive knowledge of patient access protocols and hospital policies and procedures

Supplemental Requirements

• Work Attire: Business professional
• On Call*: Yes
• May require travel within the Houston Metropolitan area: Yes
• May require travel outside Houston Metropolitan area: No
• On Call*: Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
• Travel**: Travel specifications may vary by department

Company Profile

Houston Methodist is one of the nation’s leading health systems and academic medical centers. The health system consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the Texas Medical Center, seven community hospitals and one long-term acute care hospital throughout the Greater Houston metropolitan area. Houston Methodist also includes a research institute; a comprehensive residency program; international patient services; freestanding comprehensive care clinics, emergency care and imaging centers; and outpatient facilities. Come lead with us!

Houston Methodist is an Equal Opportunity Employer.