PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Serves as a liaison between patient, facility, and physicians to ensure exams, tests, and procedures are scheduled timely, accurately, and appropriately. Communicates special requests and add-ons with appropriate department team as needed.

• Communicates with departments throughout the facility when barriers to the current schedule present.

• Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.

SERVICE ESSENTIAL FUNCTIONS

• Schedules patients for complex services (e.g., surgery, special procedures) on a routine basis accurately on the appropriate schedule. Synchronizes the appointment calendars in order to effectively schedule patients according to physician/department availability and urgency of patient service requirements as needed. May also provide pre-registration services.

• Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria. Enters all diagnostic services, surgical services and special procedures on the schedule as applicable.

• Confirms patients' appointments, instructs on location and directions to facility/department, relays pre-appointment preparations, and arranges for patients to have interpreter, mobility, or other assistance as needed for the visit.

• Establishes/updates the hospital account record to include detailed patient demographic and insurance information in EHR system, selecting insurance plans and payers, and medical necessity determination.

• Responds promptly to requests by staff, patients, and physicians; reschedules and/or cancels appointments as needed. Assists with resolving EHR work queues that support scheduling. Generates reports and assists with department correspondence as directed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and outcome. Resolves complex problems and issues.

• Schedules patient appointments utilizing standard operating procedures and enters data into EHR system with a high level of thoroughness, accuracy and timeliness.

• Meets scheduling goals set by the department (e.g., abandonment rate, productivity/ activities per hour, etc.).

FINANCE ESSENTIAL FUNCTIONS

• Gathers demographic and insurance information so that the patient's insurance may be verified, authorization obtained, and patient's portion determined prior to the patient's date of service.

• Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Generates and communicates new ideas and suggestions that will improve quality or service.

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

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

WORK EXPERIENCE

• Four years of experience in a medical setting or call center environment to include two years of medical scheduling experience