International Referral Spclst Spanish-HMG Methodist USA
Job Ref # 32866
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Location: International
Category: Professional
Job Type: Full-Time

Work Shift: DAY

Work Week: M - F


Job Summary

JOB SUMMARY

Serves as the central point of contact for all incoming inquiries from patients, physicians, and guarantors to assess medical and service needs. The Medical Referral Specialist routes and handles requests appropriately, thereby enhancing the reputation of Houston Methodist Hospital.

 

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. 
  • 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 by enabling their participation in their plan of care as applicable to the given job

 

PRIMARY JOB RESPONSIBILITIES

PEOPLE - 50 %

  1. Serves as central point of contact for all incoming inquiries from patients, physicians and sponsors to assess medical and service needs and route and handle requests appropriately (EF).
  2. Fosters relationships with physician offices, professional services and other hospital departments to ensure seamless coordination of patient appointments (EF).
  3. Secures medical records and medical release forms on behalf of the patient to secure timely appointments and ancillary services.

     

    SERVICE - 20 %

  1. Serves as back up support for Patient Liaison by coordinating entire visit of unique patients at HMH including, but not limited to: Interpreting for physicians and ancillary testing, procedures, daily inpatients visits, and obtaining medical reports (EF).
  2. Manages multiple request including but not limited to: information, medical appointments, rescheduling, cancellations, etc. while delivering culturally appropriate high-end concierge services at all times (EF).
  3. Executes practices that meet or exceed customer expectations and a customer focused environment (EF).

     

    QUALITY/SAFETY - 20 %

  1. Provides appropriate and accurate documentation/tracking for each international patient (EF).
  2. Ensures the integrity of Houston Methodist brand by providing quality service (EF).
  3. Demonstrates all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards (EF).
  4. Ensures data in EPIC and CRM is accurate and entered in a timely fashion.

     

    FINANCE - 5 %

  1. Understands and recognizes 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, organization] (EF).
  2. Refers patients to Finance when applicable (EF).

     

    GROWTH/INNOVATION - 5 %

  1. Participates in special projects and committees as assigned by manager (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 REQUIREMENTS

  • Other. Please specify edu. level below.  
  • Bachelor’s Degree required
  • Proficient in Spanish required

     

EXPERIENCE REQUIREMENTS

  • 3-5 years of experience in a hospital setting preferable within a patient services environment.

     

    CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED

  • None

     

    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.
  • Proficiency in oral and written English and Spanish.
  • Good medical/clinical assessment skills and proficient in medical terminology.
  • Comprehensive knowledge of physician referral protocol and hospital policies and procedures.
  • Understands cultural diversity.
  • 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.

     


Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of  race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

VEVRAA Federal Contractor – priority referral Protected Veterans requested.



Company Profile

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  Houston Methodist is consistently ranked in U.S. News & World Report’s “Best Hospital” list and was recently named the number one hospital in Texas. FORTUNE magazine has placed Houston Methodist on its annual list of “100 Best Companies To Work For” since 2006.  Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 1,119 licensed beds, 67 operating rooms and over 6,000 employees, Houston Methodist offers complete care for patients from around the world.

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