Patient Services Specialist

About the role

Serve as the primary liaison between patients, families, physicians, and healthcare providers, ensuring clear, timely, and compassionate communication.

Provide patient facilitation services by guiding patients through appointments, treatments, follow-up care, and healthcare resources.

Support diverse patient populations by delivering culturally sensitive communication and guidance throughout the continuum of care.

Career Summary:

• 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.

Responsibilities

• 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.
• 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.

Requirements

• Must have experience in hospital operations and patient facilitation.
• Experience working in a healthcare, hospital, medical center, or clinical setting.
• Strong knowledge of patient access, scheduling, care coordination, and healthcare workflows.
• Excellent interpersonal, communication, and customer service skills.
• Proficiency with electronic health record (EHR) systems and healthcare technology platforms.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Demonstrated commitment to patient-centered care and service excellence.

Qualifications

• Required Qualifications:
• Must have experience in hospital operations and patient facilitation.
• Experience working in a healthcare, hospital, medical center, or clinical setting.
• Strong knowledge of patient access, scheduling, care coordination, and healthcare workflows.
• Excellent interpersonal, communication, and customer service skills.
• Proficiency with electronic health record (EHR) systems and healthcare technology platforms.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Demonstrated commitment to patient-centered care and service excellence.

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.
• Proficiency in oral and written Spanish or Arabic.
• Proficiency in medical terminology.
• Comprehensive knowledge of physician referral protocol and hospital policies and procedures.

Benefits

At Houston Methodist, the Patient Services Specialist is responsible for providing customized concierge assistance to patients serving as the primary point of contact for all inpatient, outpatient, and physician office facilitation for their specific patient populations. This includes maintaining relationships with key stakeholders in the community and system-wide. The Patient Services Specialist facilitates services for patients from the beginning to the end of their medical journey; thereby enhancing the reputation of Houston Methodist and is a fundamental contributor to an unparalleled patient experience.

Pay

Exempt

Schedule

Full-Time | Day Shift

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.

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