Patient Services Liaison - Bilingual Spanish - Medical Center - Hybrid

Overview

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

• Assist with insurance verification, intake documentation, and answering patient inquiries

• 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.

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

• 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.