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Houston Methodist Patient Financial Liaison in Houston, Texas

JOB SUMMARY

At Houston Methodist Willowbrook, the Patient Financial Liaison is responsible for supporting patients who receive a long-term diagnosis such as cancer or transplant to evaluate their financial toxicity, as this effects the patients overall compliance with treatment, adherence to long term drug regimens, and overall wellbeing and quality of life in terms of stress and anxiety. This role supports patients and their specific needs that extend far beyond the course of treatment received at our Hospitals. The Patient Financial Liaison works with the patient from the first diagnosis and treatment plan, all the way through survivorship. The Patient Financial Liaison will assess patient barriers and access to care, analyze cost savings for the patient and the hospital, review the patients financial toxicity, and support the long-term patient experience and physician relations. Works closely with other members of the healthcare team to determine needs and resources. Furthermore, implements comprehensive financial navigation programs based on the patients individualized treatment plan through the utilization of insurance optimization and external assistance, to include pharmaceutical assistance, to assist patients and aid in improving the patients understanding of their financial responsibility.

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 byenabling their participation in their plan of care as applicable to the given job

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 25%

  • Meets with the patient prior to and throughout treatment to provide overview and education regarding the patient's financial status. (EF)

  • Establishes a rapport with the patient to build and maintain a effort to assist the patient with insurance and financial needs. Helps the patient understand their insurance options and determine the best choice based on their situation. (EF)

  • Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. Works independently exercising sound judgment for each individualized patient situation. (EF)

SERVICE - 25%

  • Assesses a patient's risk of financial toxicity or financial stress as it relates to their individualized treatment and income. Partners with the patient to reduce financial barriers to obtaining treatment and reducing financial obligations on the patient. (EF)

  • Works closely with Patient Accounting and Patient Business Services to resolve account balance issues and/or establish payment plans. (EF)

QUALITY/SAFETY - 10%

  • Identifies opportunities for process improvement providing recommendations, and contributes to meeting departmental and hospital targets for quality and safety. Assists with implementation and education of departmental based initiatives and standards of practice. (EF)

FINANCE - 25%

  • Reviews all patients' insurance status, and communicates with the patient about their insurance status, benefit coverage, and expected cost of proposed treatment. When applicable, provides financial needs assessments to the physicians so as to determine treatment interventions that best fit the patient's medical and financial needs. (EF)

  • Completes insurance optimization to support each patient's needs. May include helping the patient with applying for primary or secondary insurance, or assisting with filling out required paperwork for patients to apply for additional insurance, payment assistance, or drug replacement programs. (EF)

  • Assists patients in accessing financial resources to cover the cost of their treatment, which may include: copay assistance programs, premium assistance programs, foundation support, drug replacement programs, community programs, the hospital's charity care or other financial assistance options. (EF)

GROWTH/INNOVATION - 15%

  • Stays up to date on knowledge and understanding of various health insurances, medical and billing, billing codes, treatments, pharmaceuticals, etc. (EF)

  • Participates in departmental projects and shared governance activities.

  • Seeks opportunities to expand learning beyond baseline competencies.

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

  • High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

  • Associate or bachelors degree preferred

EXPERIENCE REQUIREMENTS

  • 4 years of healthcare or public health setting with preferred experience in one or more of the following: patient finance, insurance benefits, financial assistance programs, public health, social services, or other community based background.

CERTIFICATIONS, 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

  • 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

  • Strong computer skills including Microsoft products

  • Ability to build strong relationships within and outside the organization

SUPPLEMENTAL REQUIREMENTS

Work AttireYes/No

UniformNo

ScrubsNo

Business professionalYes

Other (dept approved)No

On-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 withinYes

Houston Metropolitan area

May require travel outsideYes

of Houston Metropolitan area

**Travel specifications may vary by department.

Please note any other special considerations to this job: ________

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.

Street: 18220 State Highway 249

Name: Pat Acc Serv-Ins Verification

Regular Shift: 1st - Day

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