At Houston Methodist, the Imaging Representative is responsible for performing routine administrative duties which include; patient check in/check out functions, telephone calls, receiving and directing visitors, registration, and appointment scheduling to facilitate the patient visit experience. Responsible for ensuring physician orders and/or insurance authorization have been obtained. Other duties include responding to patient record requests and/or providing general operations assistance specific to the scope of the department.
PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.
PEOPLE - 35%
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. (EF)
Uses excellent communication skills (verbal, nonverbal, written) to provide 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. (EF)
Communicates with departments throughout facility when barriers to the current schedule present. Provides appropriate notification of issues that may result in service delays or denials. (EF)
SERVICE - 30%
Maintains a safe and welcoming environment for patients, staff and visitors, contributing to patient, employee and physician satisfaction. (EF)
Performs patient check in/check out functions. Obtains and inputs accurate scheduling and registration data to initiate financial clearance activities as needed. (EF)
Responds to patient records requests per protocol; updates EMR as needed. Provides other administrative assistance as directed. (EF)
QUALITY/SAFETY - 15%
Serves as a liaison for the patient, medical staff, and visitors. Appropriately and in coordination with department protocols communicates to resolve patient and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and resolution. (EF)
Conveys patient information to others appropriately while complying with patient confidentiality and HIPAA regulations. May assist clinical staff as per scope of treatment center. (EF)
FINANCE - 15%
Works with patient access staff to confirm insurance authorization has been obtained as needed. Educates patients and others about potential financial responsibilities as necessary. (EF)
- Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members. (EF)
GROWTH/INNOVATION - 5%
Generates and communicates new ideas and suggestions that will improve quality or service. (EF)
Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. (EF)
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.
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
One year of experience in a strong customer service environment
Experience in a healthcare related work environment preferred
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
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
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
Other (dept approved)
No (for Non-Exempt or Exempt jobs)
- Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.
May require travel within
Houston Metropolitan area
May require travel outside
of Houston Metropolitan area
**Travel specifications may vary by department.
Please note any other special considerations to this job: Ability to flex hours to meet operational needs related to unanticipated volume changes or problems
Houston Methodist Baytown Hospital, located 35 miles southeast of Houston, is the area’s only full-service hospital offering specialized medical care for patients at every stage in life. Houston Methodist Baytown houses 226 operating beds, with 15 operating rooms and more than 1,700 employees. The hospital brings Texas Medical Center excellence and quality care close to East Harris and surrounding counties.