Sr. Patient Services Representative

About the role

Houston Methodist Willowbrook Hospital — located at the upcoming Tomball Clinic, 29707 Tomball Parkway, Tomball, TX 77377. The Senior Patient Services Representative performs patient check‑in/check‑out functions and appointment scheduling to facilitate the patient visit experience. Responsibilities include more complex scheduling or department‑related protocols, serving as a role model and mentor to less experienced staff, supporting timely and accurate claims submission, and performing registration or other revenue‑cycle functions. The position also provides general operations assistance and patient‑service tasks specific to the department scope. FLSA status: Non‑exempt.

Responsibilities

People

• Contributes to a positive work environment and a dynamic, team‑focused unit that actively helps one another 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 comprehensively.
• 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.
• 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 per department protocol.
• Functions as a role model and mentor for less experienced staff and serves as the next‑level resolution source for problems.

Service

• Uses excellent communication skills (verbal, non‑verbal, written) to facilitate 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.
• Contributes to patient, employee, and physician satisfaction as well as effective revenue‑cycle processes.
• Generates reports and assists with department correspondence.
• Provides other administrative assistance as directed.

Quality/Safety

• 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.
• Enters patient and operational data into various database systems with a high level of thoroughness, accuracy, and timeliness.
• Ensures patient information is conveyed appropriately while complying with patient confidentiality and HIPAA regulations.
• May assist clinical staff as per scope of the treatment center.

Finance

• 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.
• Organizes time effectively, minimizing incidental overtime, and sets priorities.
• Utilizes time between heavy workloads efficiently and helps other team members.
• Uses department resources, equipment, and supplies properly and efficiently.
• Participates in inventory management by taking action to ensure supply levels are adequate.

Growth/Innovation

• Displays initiative to improve job functions; offers suggestions to streamline processes for efficient patient flow and other quality or service matters.
• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

Qualifications

Education

High School diploma or equivalent (examples include GED, verification of homeschool equivalency, partial or full completion of post‑secondary education, etc.).

Experience

Five years of experience, including three years in a related role within healthcare.

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing English to perform essential functions, especially 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.
• Strong customer‑service, phone, and scheduling skills.
• Basic computer skills in word‑processing applications and ability to utilize software systems such as the electronic medical record.
• Knowledge of basic medical terminology.
• Ability to analyze and solve problems.
• Working knowledge of revenue‑cycle components and insurance requirements for reimbursement.

Supplemental Requirements

Work Attire

• Uniform: No
• Scrubs: No
• Business professional: Yes
• Other (department approved): No

On‑Call

Employees may be required to be on‑call during emergencies (e.g., disaster, severe weather events) regardless of the selection below. On‑Call: No.

Travel

Travel specifications may vary by department. May require travel within the Houston Metropolitan area: No. May require travel outside Houston Metropolitan area: No.