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JOB SUMMARYAt Houston Methodist, the Senior Imaging Representative is responsible for performing as an Imaging Rep in addition to providing advanced critical thinking and problem resolution with a focus on the patient visit experience within the Imaging department. Responsibilities include performing more complex processes related to scheduling or other specialized department related protocols with an emphasis on high level customer service. This position serves as a liaison for the patient, medical staff, and third parties as well as a role model, trainer, and mentor to new hires and less experienced staff. PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer 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 EXPECTATIONSProvide 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.
Focuses on patient/customer safety
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 rounds with patients/customers to ensure their needs are being met
Involves patients (customers) in shift/handoff reports byenabling their participation in their plan of care as applicable to the given job
PRIMARY JOB RESPONSIBILITIESJob responsibilities labeled EF capture those duties that are essential functions of the job.PEOPLE - 35%Greets customers and responds to general and specific inquiries that require advanced department knowledge and critical thinking skills. Answers and triages customer calls and questions. (EF)
Performs more complex processes related to scheduling, registration data financial clearance activities or other specialized department related protocols. (EF)
Coordinates patient flow as directed with consistency, timeliness, and advanced skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials. (EF)
Role models healthy communication such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as a preceptor, mentor and resource to less eperienced staff. Recommends initiatives to improve department scores for employee engagement on department scorecard. (EF)
SERVICE - 30 %Ensures high quality service is provided in designated areas. Responds promptly to requests and keeps open channels of communication, building rapport with physician, patient and service areas. Maintains confidentiality in all communications.
Anticipates and coordinates department needs, contributing to patient, employee and physician satisfaction. (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. 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)
Enters patient and operational data into various database systems with a high level of thoroughness, accuracy and timeliness. Obtains physicians' orders are followed, as needed. (EF)
Identifies and assesses issues and opportunities for improvement and implements changes following managerial review. Follows up on action items to ensure completion of assignments. (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)
Uses department resources/equipment/supplies properly and efficiently. Participates in inventory management by taking action to ensure supply levels are adequate. Identifies cost savings or opportunities for efficiencies. (EF)
GROWTH/INNOVATION - 5%Displays initiative to improve job functions; offers suggestions to streamline process for efficient patient flow and other quality or service matters. Maintains adaptability and flexibility during changing demands. (EF)
Offers innovative solutions through participation in performance improvements projects and activities. Follows up on action items to ensure completion of assignments. (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.
EDUCATION REQUIREMENTSHigh School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE REQUIREMENTSThree years of experience in a related role within healthcare
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIREDNone
KNOWLEDGE, SKILLS AND ABILITIES REQUIREDDemonstrates 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
Possesses excellent customer service skills, as well as organizational and critical thinking skills
Demonstrates proficient use of computer hardware and software with the ability to naviagete multiple systems simulataneously
Intermediate knowledge of medical terminology
Demonstrates effective and appropriate decision-making judgement, and confidentiality as well as attention to detail and follow-through
Working knowledge of insurance requirements for reimbursement as appropriate
SUPPLEMENTAL REQUIREMENTSWork AttireYes/NoUniform NoScrubsNoBusiness professionalYesOther (dept approved) YesOn-Call 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.Travel May require travel within NoHouston Metropolitan area May require travel outside No 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 problemsHouston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, personalized service and innovation. The growing campus offers more than 200 beds, 19 operating rooms and over 1,500 employees, with access to the most innovative medical and surgical care available, including robotic and minimally invasive surgery, full-spectrum heart care, state-of-the-art imaging, cancer care, labor and delivery with a level II neonatal ICU, neurology and neurosurgery, orthopedics and sports medicine, outpatient rehabilitation and 24/7 emergency services.Street: 18500 Katy Freeway Name: Radiology-Admin Regular Shift: 1st - Day
Full-time