Front Desk/ Patient Experience Navigator- Cinco Ranch Comprehensive Care Center (Richmond/ Katy)

Overview

At Houston Methodist, the Patient Experience Navigator is responsible for managing patient check-in and check-out functions, appointment scheduling, and overseeing patient navigation within the clinic to ensure a smooth and positive visit experience. This position also plays an active role in completing registration tasks and supporting other revenue cycle functions as needed. Additional responsibilities include providing general operational support and assisting with patient service activities specific to the department's scope.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer 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.

• Practices the Caring and Serving Model

• 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 collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Contributes to a supportive and engaged work environment within a dynamic, team-oriented unit that collaborates to achieve strong departmental outcomes. Effectively partners with all members of the interprofessional healthcare team by clearly and promptly communicating relevant patient care information.

• Navigates patient flow with accuracy and efficiency, adhering to direction with consistency, timeliness, and attention to priority standards. Proactively identifies and addresses registration or financial clearance issues that may impact service timelines, helping prevent delays or denials. Appropriately manages add-ons, reschedules, and cancellations in line with departmental protocols.

• Actively participates in team efforts, consistently supporting colleagues to ensure smooth daily operations and exceptional service delivery. Collaborates to identify challenges, contribute to solutions, and uphold high standards of patient care and operational excellence.

SERVICE ESSENTIAL FUNCTIONS

• Utilizes strong communication skills-verbal, non-verbal, and written-to ensure high-quality service in every interaction with patients, physicians, guests, employees, and other individuals. Responds promptly and professionally to requests from staff, patients, physicians, and other members of the care team. Identifies and responds appropriately to urgent or emergent situations in accordance with established protocols.

• Assists patients with all aspects of the check-in and check-out process. Addresses patient inquiries effectively and supports patient flow by proactively resolving issues and communicating clearly. Provides timely updates to patients regarding delays or changes to their visit.

• Actively contributes to overall patient, employee, and physician satisfaction by delivering consistent, high-level service and support.

• Generates reports and provides administrative support as directed, aligning with clinic and departmental priorities. Assists with pre- and post-visit coordination by facilitating communication between departments, patients, and care team members, communicating through phone calls, EHR messaging, and other communication platforms.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Communicates effectively to resolve patient access and service-related concerns, maintaining transparency and professionalism. Keeps all relevant parties-including physicians, patients, and service areas-informed of actions taken and outcomes achieved.

• Accurately enters patient and