Patient Guide

At Houston Methodist, the Patient Guide position oversees and coordinates the patient experience at the Methodist department to which he or she is assigned. The Patient Guide position provides support for patients and their families to obtain seamless service through effective communication. This position functions strictly as a guide and does not participate in hands-on patient care. The guide also acts as a departmental representative with staff to communicate the Methodist experience culture within the department. The Patient Guide will coordinate multiple tasks, working one on one with people utilizing extraordinary communication and nurturing skills. This position is responsible for communicating effectively and ensuring a positive patient experience.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

• Bachelor’s degree in a health care related field or an additional four years of customer service experience in addition to the minimum experience required below in lieu of degree

EXPERIENCE

• None

SKILLS AND ABILITIES

• Must be highly motivated and have the ability to act independently with minimal supervision
• Bilingual skills preferred
• Excellent verbal and written English communication skills
• Ability to communicate both verbally and in writing to a variety of audiences
• Must have good listening skills
• Must be efficient at organizing work load and using time
• Some knowledge of regulatory guidelines in relation to patient rights and DNV standards needed
• Basic data entry skills
• Proficient in basic Excel spreadsheet applications
• Basic proficiency in MS Outlook; MS Access skills preferred
• Ability to interact professionally with all levels of personnel, patients, families, visitors and physicians
• Ability to relate in a professional manner to represent both the patient’s and the hospital’s perspective on issues addressed
• Knowledge of basic medical terminology and hospital operations preferred
• 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

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Documents and addresses patients and families personalized needs and prepares daily items and activities to create a sense of personalized patient care.
• Facilitates smooth relationships between department and supporting areas including but not limited to financial counseling, social work, volunteers and patient transportation.

SERVICE ESSENTIAL FUNCTIONS

• Anticipates and assesses patient and family needs and addresses issues in a proactive manner.
• Facilitates a culture of values, personalized service and safety throughout the department and the system.
• Interacts with patients/families upon request to identify concerns and serves as a connector to Patient Liaison when issues are identified.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Follows up with patients/families as necessary to insure communication is complete.
• Communicates hospital policy and departmental guidelines to patients and their families if applicable

FINANCE ESSENTIAL FUNCTIONS

• Identify cost savings or revenue opportunities.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Participates in departmental projects and process improvement initiatives.
• Generates and communicates ideas and suggestions that improve quality and safety.

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

QUALIFICATIONS

EDUCATION

• Bachelor’s degree in a health care related field or an additional four years of customer service experience in addition to the minimum experience required below in lieu of degree

EXPERIENCE

• None