PATIENT EXPERIENCE SPECIALIST

3 weeks ago

Houston TX USA, United States Houston Methodist Full time
At Houston Methodist, the Patient Experience Specialist position is responsible for design, implementation, and evaluation of tools, products, processes/tactics to enhance the patient experience. Responsibilities for this position include, but are not limited to, rounding, reporting, staff coaching and training, and unit assessments. The Patient Experience Specialist position will recommend appropriate interventions designed to meet specific patient experience targets and objectives and will prioritize areas of need within the hospital with guidance from local and system leadership. This position will also support the facilitation of performance improvement processes to support continuous improvement in the provision of safe, quality patient care and will work in collaboration with the system patient experience resources to identify and recommend best practices.
PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental Scope of Service and Provision of Care plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

  • Provide personalized care and service by consistently demonstrating our I CARE values:
    • INTEGRITY: We are honest and ethical in all we say and do.
    • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
    • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
    • RESPECT: We treat every individual as a person of worth, dignity, and value.
    • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
  • Practices the Caring and Serving Model
  • Delivers personalized service using HM Service Standards
  • Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
  • Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.
  • Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job
  • Displays cultural humility, diversity, equity and inclusion principles
  • Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS
  • Maintains familiarity with the work of clinical staff, physicians, and administration to successfully identify appropriate contacts for project monitoring and data collection.
  • Effectively communicates with key contacts to obtain information that relates to strategic initiatives as highlighted by site and system patient experience leadership.
  • 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.
  • Conducts self in a manner that is congruent with cultural diversity, equity, and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS
  • Participates on committees and task forces as assigned, ensuring that critical objectives are clearly explained, and action items are appropriately delegated. Follows-up on action items as necessary to ensure completion of assignments.
  • Partners with clinical and non-clinical areas to develop department-specific programs to sustain a culture of ICARE values, safety and personalized service supporting standardization of the Houston Methodist Experience.
  • Provides coaching and training on best practices consistent with handling of patients concerns; coordinates improvement initiatives resulting in enhanced organization/ system's image.

QUALITY/SAFETY ESSENTIAL FUNCTIONS
  • Composes meeting minutes for committees and department meetings as assigned.
  • Maintains associated project tracking and accountability systems, creates files, and develops effective presentation tools and/or reports for significant activities. Utilizes technology resources to conduct research for assigned projects.
  • Facilitates performance improvement initiatives and patient satisfaction best practices in collaboration with system patient experience resources.

FINANCE ESSENTIAL FUNCTIONS
  • Helps minimize excess cost(s) by assisting and recommending solutions in achieving departmental objectives.
  • Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS
  • Represents the Houston Methodist Experience before hospital and professional entities and develops positive working relationships.
  • Support system innovative and technology indicatives and processes to improve patient experience outcomes.
  • Participates in special projects and department initiatives and seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

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.)
  • Bachelor's degree in healthcare administration, business administration, or health sciences field preferred

WORK EXPERIENCE
  • Two years of experience in a healthcare, medical research, or academic setting with an emphasis on project management experience

LICENSES AND CERTIFICATIONS - REQUIRED
  • N/A

KNOWLEDGE, 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
  • Excellent time management skills and ability to work with multiple time-critical priorities
  • Strong knowledge of Microsoft Office products (Word, Excel, PowerPoint, and Outlook)

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

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

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of 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

Houston Methodist Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston.  The 310 bed hospital has 23 operating rooms, and more than 2,100 employees.  Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Center’s (ANCC) Magnet Recognition Program®. Houston Methodist Willowbrook Hospital is Northwest Houston's regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services, neurology, neurosurgery, orthopedics and sports medicine, and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center, Cancer Center, Imaging Center, Infusion Center, Sleep Center, Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.


  • Patient Experience Specialist/ Ophthalmic Technician

    4 days ago

    Austin, TX, United States SharpeVision Full time

    About the Company: Be part of the change. Join SharpeVision and work with a national leader in refractive surgery bringing clear, unencumbered sight to people from around the world. We are modern, transformative vision-correction boutiques located in Seattle, Chicago and Austin. Our goal is to help our patients realize their full human potential. We believe...

  • Director Patient Experience

    1 week ago

    Houston, United States Baylor St Luke's Medical Center Full time

    **Overview** Baylor St. Luke’s Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our team’s efforts have led to the creation of many research programs and initiatives to develop advanced treatments found...

  • Director Patient Experience

    3 days ago

    Houston, United States Chi Full time

    Overview Baylor St. Luke's Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our team's efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere...

  • Director Patient Experience

    3 days ago

    Houston, United States CommonSpirit Health Full time

    Overview: Baylor St. Lukes Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our teams efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere else...

  • Patient Experience Specialist

    2 weeks ago

    Houston, United States Houston Methodist Full time

    Overview At Houston Methodist, the Patient Experience Specialist position is responsible for design, implementation, and evaluation of tools, products, processes/tactics to enhance the patient experience. Responsibilities for this position include, but are not limited to, rounding, reporting, staff coaching and training, and unit assessments. The Patient...

  • Patient Safety Specialist

    5 days ago

    Houston, United States Memorial Hermann Health System Full time

    At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed...

  • Patient Safety Specialist

    5 days ago

    Houston, United States Memorial Hermann Full time

    At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed...

  • Patient Access Specialist

    1 month ago

    Houston, United States HSS Inc. Full time

    **JOB SUMMARY** - Provides medical collection services for TLRA collection units. - Utilizes a strong background as a medical collection specialist to successfully resolve accounts placed with TLRA for collection. - This involves performing collection activities related to follow-up and account resolution, and includes communication to patients, clients,...

  • Patient Intake Specialist

    2 weeks ago

    Houston, United States Angel Medical Supply Full time

    Job DescriptionJob DescriptionAngel Medical LLC. has been in the pediatric healthcare DME business since 2010. We provide Respiratory and Nutritional treatment, as well as home medical equipment.RESPONSIBILITIES AND QUALIFICATIONS:SummaryWe are seeking a dedicated INTAKE SPECIALIST to join the growing Angel team. In this position, you will be responsible...

  • Customer Experience Specialist

    2 hours ago

    Houston, United States Percepta Full time

    **Requisition Title**: : Customer Experience Specialist (03VTU) US-TX-Houston **Description**: At Percepta, we bring first-class service across each market we support. As a **Customer Experience Specialist - Concern (CXSC)** **working onsite at 5959 Corporate Dr,** **Houston, TX**, you’ll be a part of creating and delivering amazing customer experiences,...

  • Patient Care Specialist 2

    1 month ago

    Houston, United States AIDS Healthcare Foundation Full time

    WHO WE ARE: **AMAZING INDIVIDUALS WORKING FOR POSITIVE PEOPLE at AIDS Healthcare Foundation!** Does the idea of doing something that really makes a difference in people’s lives while being well-compensated intrigue you? Are you looking to work for an organization that encourages growth and success from each and every one of its employees? **If so, AIDS...

  • Patient Experience Manager

    4 days ago

    Houston, United States Xanitos Full time

    Xanitos is hiring a Mid Shift Patient Experience Manager for Memorial Hermann-Texas Medical Center in Houston, TX. The Patient Experience Manager is expected to proactively maintain high levels of patient satisfaction through continual interaction and development of programs to address needs. Emphasis should concentrate on, but not be limited to, services...

  • Patient Experience Specialist/ Ophthalmic Technician

    4 days ago

    Austin, TX, United States SharpeVision Full time

    Join SharpeVision and work with a national leader in refractive surgery bringing clear, unencumbered sight to people from around the world. Our goal is to help our patients realize their full human potential. We believe in the power of technology to transform lives, and we believe we are here to be part of it. The day is coming when no adult will need to put...

  • Senior Patient Affairs Specialist

    2 days ago

    Houston, Texas, United States Baylor College of Medicine Full time

    Apply now » Title: Senior Patient Affairs SpecialistDivision: Ambulatory OperationsSchedule: Monday to Friday 8 a.m. to 5 p.m.Work Location: Houston, TXSalary Range: $38,212 to $51,683FLSA Status: NonexemptRequisition ID: 17927Title: Senior Patient Affairs Specialist Division: Baylor Clinic and Hospital Department: Patient Business Services...

  • Patient Financial Specialist

    1 month ago

    Irving, TX, United States Catapult Staffing Full time

    Job Title: Patient Financial Specialist Job Summary: The Patient Financial Specialist is responsible for providing support to High Performance Work Teams by ensuring timely and efficient processes. Duties include cash posting, customer service, data entry, and reviewing claims for proper billing and collections. This role also involves performing billing,...

  • Senior Patient Affairs Specialist

    2 days ago

    Houston, United States Baylor College of Medicine Full time

    tendersglobal.net Apply now » Title:  Senior Patient Affairs Specialist Division:  Ambulatory Operations Schedule:  Monday to Friday 8 a.m. to 5 p.m. Work Location:  Houston, TX Salary Range:  $38,212 to $51,683 FLSA Status:  ...

  • Patient Support Specialist

    5 days ago

    Houston, United States Asian American Health Coalition Full time

    Job Description Job Description Description: POSITION TITLE: Patient Support Specialist LOCATION: HOPE Clinic REPORTS TO: Team Lead (HHWC & Beltway) or Site Manager (West, Aldine & Aldine Meadows) EDUCATION: High School diploma or GED; Associate degree preferred. WORK EXPERIENCE: 1 year of customer service and/or healthcare preferred SALARY RANGE:...

  • Patient Support Specialist

    3 days ago

    Houston, United States Asian American Health Coalition Full time

    Job DescriptionJob DescriptionDescription:POSITION TITLE: Patient Support Specialist LOCATION: HOPE ClinicREPORTS TO: Team Lead (HHWC & Beltway) or Site Manager (West, Aldine & Aldine Meadows)EDUCATION: High School diploma or GED; Associate degree preferred.WORK EXPERIENCE: 1 year of customer service and/or healthcare preferredSALARY RANGE:...

  • Senior Patient Account Specialist

    2 weeks ago

    Houston, United States Catapult Solutions Group Full time

    Job DescriptionJob DescriptionTitle: Senior Patient Account SpecialistTerms: Contract-to-hire (3-6 months on contract, then FTE)Location: Houston, TX (onsite M-F)Industry: HealthcarePay: $20 per hourOverview: We are seeking a Senior Patient Account Specialist with a minimum of three years of experience in physician billing. The successful candidate will be...

  • Patient Accounts Specialist

    2 months ago

    Houston, United States West Oaks Hospital Part time

    Job Description Responsibilities Patient Accounts Specialist (Insurance Collector) Opportunity West Oaks Hospital has provided psychiatric care to the Houston area and surrounding communities for over four decades. Our -bed acute care facility is fully accredited and included a -bed residential treatment center for adult chemical...