At Houston Methodist, the Senior Imaging Representative position 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 for this position include performing more complex processes related to scheduling or other specialized department related protocols with an emphasis on high level customer service. The Senior Imaging Representative 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.

　　PEOPLE ESSENTIAL FUNCTIONS

　　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.

　　Performs more complex processes related to scheduling, registration data financial clearance activities or other specialized department related protocols.

　　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.

　　Role models healthy communication such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as a preceptor, mentor and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement.

　　SERVICE ESSENTIAL FUNCTIONS

　　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.

　　Responds to patient records requests per protocol; updates EMR as needed. Provides other administrative assistance as directed.

　　QUALITY/SAFETY ESSENTIAL FUNCTIONS

　　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.

　　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.

　　Identifies and assesses issues and opportunities for improvement and implements changes following managerial review. Follows up on action items to ensure completion of assignments.

　　FINANCE ESSENTIAL FUNCTIONS

　　Works with patient access staff to confirm insurance authorization has been obtained as needed. Educates patients and others about potential financial responsibilities as necessary.

　　Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

　　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.

　　GROWTH/INNOVATION ESSENTIAL FUNCTIONS

　　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.

　　Offers innovative solutions through participation in performance improvements projects and activities. Follows up on action items to ensure completion of assignments.

　　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

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

　　Three years of experience in a related role within healthcareLICENSES AND CERTIFICATIONS - REQUIRED

　　N/AKNOWLEDGE, 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

　　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 REQUIREMENTS

　　WORK ATTIRE

　　Uniform No

　　Scrubs No

　　Business professional Yes

　　Other (department approved) Yes

　　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* NoTRAVEL

　　Travel specifications may vary by department

　　May require travel within the Houston Metropolitan area No

　　May require travel outside Houston Metropolitan area No

　　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. In 2022, U.S. News & World Report named Houston Methodist Hospital to its prestigious Honor Roll for the sixth time. Also, in this year’s rankings, Houston Methodist Hospital was named the No. 1 hospital in Texas for the 11th year in a row. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 946 operating beds, 85 operating rooms and nearly 8,500 employees, Houston Methodist Hospital offers complete care for patients from around the world.

　　Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.

　　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.

　　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.