Location: 6560 Fannin (On-Site)
Schedule: Full-Time | Day Shift
- 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.
- Coordinate patient appointments, referrals, authorizations, and follow-up services across multiple departments and clinical specialties.
- Partner with clinical and administrative teams to improve patient flow, operational efficiency, and patient satisfaction.
- Maintain accurate and up-to-date patient records within electronic health record (EHR) systems.
- Address patient concerns, resolve barriers to care, and facilitate timely access to services.
- Ensure compliance with organizational policies, patient privacy standards, and healthcare regulations.
- Assist with hospital operations processes that support seamless patient access, scheduling, and care coordination.
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.
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.
FLSA STATUS
Exempt
QUALIFICATIONS
EDUCATION
EXPERIENCE
- Five years of experience in a hospital setting required, preferably within a patient services environment where routine resolution was required and knowledge of operations was critical
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
ESSENTIAL FUNCTIONS
PEOPLE ESSENTIAL FUNCTIONS
- 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
SERVICE ESSENTIAL FUNCTIONS
- 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. Develops creative, meaningful solutions for patients and family members. Will provide language assistance as needed
- 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
QUALITY/SAFETY ESSENTIAL FUNCTIONS
- Provides appropriate and accurate documentation/tracking in (CRM) systems for each patient
- Partners with Finance to ensure an efficient and complete patient registration process
- Understands legal and liability considerations of maintaining confidentiality and addressing situations of necessary information disclosure; including confidentiality and mandated reporting of information to include federal, state, and organization
FINANCE ESSENTIAL FUNCTIONS
- Enters basic insurance and demographic information into appropriate data systems to streamline patient processing
- Provides support on auditing patient types such as International, International 1, Platinum, and/or Corporate patient information and collecting referral information on all patients whose services are facilitated at our hospitals
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
- Engages in special projects and committees as assigned by manager
- Seeks opportunities to drive new initiatives when needed and assumes alternative roles and responsibilities within the office as needed
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
- Uniform: No
- Scrubs: No
- Business professional: Yes
- Other (department approved): No
ON-CALLNote that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
TRAVELTravel specifications may vary by department
- May require travel within the Houston Metropolitan area No
- May require travel outside Houston Metropolitan area No
QUALIFICATIONS
EDUCATION
EXPERIENCE
- Five years of experience in a hospital setting required, preferably within a patient services environment where routine resolution was required and knowledge of operations was critical
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.