Job Description

Job location: 6560 Fannin (hybrid)

• Serve as a primary liaison between patients, families, and healthcare providers to ensure clear and compassionate communication

• Support Spanish-speaking patients by providing interpretation and culturally sensitive guidance throughout their care journey

• Coordinate patient appointments, follow-ups, and referrals across departments and services

• Foster a positive patient experience by addressing concerns and helping resolve service-related issues

• Maintain accurate records and ensure timely updates in electronic health systems

• Collaborate with clinical and administrative teams to improve patient flow and satisfaction

• Work in a hybrid setting, balancing remote tasks with on-site responsibilities as needed

At Houston Methodist, the Patient Services Liaison position is responsible for serving as the central point of contact for all incoming inquiries from patients, physicians, and guarantors to assess medical and service needs. This position routes and handles requests appropriately, thereby enhancing the reputation of Houston Methodist Hospital. The Patient Services Liaison position secures medical records and medical release forms on behalf of the patient to secure timely appointments and ancillary services.

Requirements:

PEOPLE ESSENTIAL FUNCTIONS

• Serves as central point of contact for all incoming inquiries from patients, physicians and sponsors to assess medical and service need, and routing and handling requests appropriately and needs to have in depth knowledge of hospital services as well as a relationship skill that include ability to multi-task in a fast-paced environment.

• Fosters relationships with physician offices, professional services and other hospital departments to ensure seamless coordination of patient appointments.

• Secures medical records and medical release forms on behalf of the patient to secure timely appointments and ancillary services.

SERVICE ESSENTIAL FUNCTIONS

• Serves as support for Patient Services Specialist by coordinating entire patient visit at HMH including, but not limited to: Interpreting for physicians and ancillary testing, procedures, daily patient visits, and obtaining medical reports.

• Provides prompt and personalized services to patients, managing multiple request including but not limited to information, medical appointments, rescheduling, cancellations, etc while delivering culturally appropriate high-end concierge services while thinking creatively to proactively develop meaningful solutions for patients and family members.

• Communicates effectively with patients, family members, co-workers, medical staff hospital personnel and all other customers; treats all individuals with dignity and respect and participates in activities to improve working relationships within the department.

• Keeps up-to-date with hospital services offered on our campus to better assist and be proactive with patients.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Provides appropriate and accurate documentation/tracking in appropriate systems (EPIC and CRM) for each patient in a timely fashion.

• Partners with Finance and appropriately triages to ensure high quality services are provided always, included but not limited to the patient registration process.

• Demonstrates all safety rules while on the job and reports accidents promptly and corrects minor safety hazards.

• 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.

FINANCE ESSENTIAL FUNCTIONS

• Enters basic insurance information to streamline patient processing.

• Serves as a backup to Patient Finance in providing estimation for patient care.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Participates in special projects and committees as assigned by manager.

• Leads initiatives when needed to assume alternating roles in responsibilities within the office.

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.

Qualifications:

EDUCATION

• Bachelor's degree in clinical field or eight years' experience in lieu of degree

WORK EXPERIENCE

• Three years of experience in a hospital setting preferable, within a patient services environment

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

• Proficiency in oral and written Spanish or Arabic

• Good medical/clinical assessment skills and proficient medical terminology

• Comprehensive knowledge of physician referral protocol and hospital policies and procedures

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

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