Healthcare Customer Service Specialist

1 week ago

Sugar Land, United States Houston Methodist Full time

Patient Care Coordinator - Neurology

At Houston Methodist, the Patient Care Coordinator plays a crucial role in enhancing the patient experience by managing check-in and check-out processes, as well as scheduling appointments efficiently. This position is integral in ensuring accurate claims submission and may involve registration and other revenue cycle responsibilities. Additional tasks include providing operational support and patient service functions tailored to the department's needs.

Key Responsibilities:

TEAM COLLABORATION
Fosters a positive work atmosphere and collaborates with a team-oriented unit to achieve departmental goals. Engages with all members of the healthcare team by effectively communicating and reporting essential patient care information. Executes patient check-in and check-out processes. Collects and inputs precise scheduling and registration data to initiate necessary financial clearance activities. Manages patient flow consistently and skillfully, adhering to priority standards while promptly addressing any issues that may lead to service delays or denials. SERVICE EXCELLENCE
Utilizes exceptional communication skills (verbal, non-verbal, written) to ensure high-quality service during interactions with patients, physicians, and other stakeholders. Responds swiftly to inquiries from staff and patients, recognizing and addressing urgent situations as per established protocols. Contributes to overall satisfaction for patients, employees, and physicians while supporting effective revenue cycle processes. Prepares reports and assists with departmental correspondence, providing additional administrative support as required. QUALITY AND SAFETY
Communicates effectively to resolve patient access and service quality issues, maintaining open lines of communication with physicians and service areas regarding resolutions. Inputs patient and operational data into various systems with a high degree of accuracy and timeliness. Ensures confidentiality and compliance with HIPAA regulations while conveying patient information appropriately. FINANCIAL RESPONSIBILITIES
Accurately documents information during charge entry, registration, scheduling, and insurance verification to meet financial objectives. Engages in front-end revenue cycle tasks as directed. Manages time efficiently, minimizing overtime, and prioritizes tasks effectively while assisting team members as needed. Utilizes departmental resources responsibly and participates in inventory management to maintain adequate supply levels. PROFESSIONAL DEVELOPMENT Proposes innovative ideas to enhance service quality and efficiency. Seeks opportunities for ongoing learning and development beyond baseline competencies. This job description is intended to provide a general overview of the role. The employee may also perform other related duties as assigned by Houston Methodist.

Qualifications:

EDUCATION
High School diploma or equivalent education (such as GED or partial completion of post-secondary education). WORK EXPERIENCE
Minimum of one year of experience in healthcare or a related field. Previous experience in a healthcare environment is preferred. LICENSES AND CERTIFICATIONS - REQUIRED
N/A

KNOWLEDGE, SKILLS, AND ABILITIES

Demonstrates necessary skills and competencies to perform the assigned job safely, as assessed through ongoing evaluations. Proficient in English, both spoken and written, to effectively perform essential job functions. Ability to communicate effectively with patients, physicians, and colleagues, applying customer service principles. Strong customer service, telephone, and scheduling abilities. Basic computer skills in word processing and familiarity with electronic medical record systems. Understanding of basic medical terminology. Capable of analyzing and resolving issues effectively.

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