Patient Service Representative- Primary Care (Brooks Street/ Sugar Land)

At Houston Methodist, the Practice Lead position is responsible for coordinating the daily functions and operations of the department/practice, including first‑level escalation and direction of assigned support employees. In partnership with management, this role ensures the department/practice follows established standard operating procedures, providing unparalleled patient care and customer service in a timely, professional, and safe manner. The Practice Lead designs and monitors the workflow of the office/department to create the best environment for patients, providers, staff, and management. In addition to the duties of other office staff/representatives as needed, the Practice Lead provides ongoing training to staff to encourage productivity and supports providers in delivering excellent patient care. FLSA Status Exempt Qualifications Education High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) Associate's degree preferred Experience Five years of health care or clerical support experience, preferably in a provider practice Skills and Abilities Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations Proficiency in speaking, reading, and writing English necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security Effective communication with patients, physicians, family members, and co‑workers in a manner consistent with a customer service focus and application of positive language principles Professional conduct at all times Strong analytical skills Learning attitude toward solving problems, using good reasoning and judgment in a high‑stress environment Well‑developed skills using independent judgment Positive demeanor, good verbal and written communication skills, and strong multi‑tasking abilities Ability to work with peers in a team situation Very strong organization skills and detail‑oriented nature Ability to manage resources and coordinate across areas and cross‑functionally Professional handling of exposure to confidential/sensitive information Proficient in computer skills for documentation Electronic Medical Record system proficiency Essential Functions People Essential Functions Coordinates the daily department/practice operations, partnering with management, for providers and associated extenders, including patient appointments and/or surgical scheduling, and physician scheduling as needed. Ensures staff communicate professionally and effectively with all patients and visitors to ensure they are greeted and/or assisted in a timely manner. Maintains office efficiency by planning and implementing changes within the office setting, including, but not limited to, organizing daily schedules and work activities and providing coverage to meet patient needs. Role models healthy work relationships such as mitigation of conflict, leading problem‑solving and resolution efforts. Serves as preceptor, mentor, and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement. Service Essential Functions Coordinates all department/practice activities such as day‑to‑day operations, daily workflow, staffing, on‑site provider support, as well as facilitating provider meetings with representatives, as appropriate. Investigates, as directed by management, to resolve and document resolution of patient complaints concerning provider care. Ensures that requests are handled in a swift manner to avoid interruption of services (such as patient flow or department/external communication). Keeps management informed of outcome. Assists with arranging interpretations in all languages for healthcare providers and patients as needed. Initiates improvement of department/practice scores for patient satisfaction. Quality/ Safety Essential Functions Assists with designing and implementing office policies by establishing standards and procedures, measuring results against metrics and making necessary adjustments. Reports near misses and collaborates with the interprofessional health care team to improve patient safety, including, but not limited to reporting Patient Safety Net (PSN), assisting employees, as needed, to file Worker’s Compensation Reports, incident reports and department safety plans regarding injections, disposing of needles, disinfecting compromised areas, etc. Identifies and assesses issues and opportunities for improvement and implements changes following managerial review. Follows up on action items to ensure completion of assignments. Contributes toward improving department/practice quality and safety scores. Finance Essential Functions Uses sound judgment and fiscal responsibility for the department/practice, including timely purchasing of supplies, inventory control and monthly account management. Attains financial objectives by maintaining an annual budget, scheduling expenditures, analyzing variances and initiating corrective changes as obligatory. In collaboration with management, monitors the revenue cycle for reimbursement, adjustment and denial trends. Self‑motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Utilizes time efficiently and helps other team members. Growth/Innovation Essential Functions Partners with management in strategic planning for the department/practice regarding operation and growth issues. Identifies training opportunities for the staff and discusses improvement plans with the Operations/Practice management. Completes and updates the My Development Plan on an ongoing basis. Ensures own career discussions occur with appropriate management. 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 (e.g., 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: Yes May require travel outside Houston Metropolitan area: No #J-18808-Ljbffr Houston Methodist