At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position responsible for acting as a liaison between patients/families and the hospital staff by representing the hospital’s administration. The position acts as a means through which patients can seek solutions to concerns, issues, and unmet customer expectations. Assisting patients in interpreting hospital policies and procedures while actively seeking resolution to identified problems and concerns of the patient and/or families. Acts as a team leader for all hospital staff and educates them on patient expectations as well as customer services initiatives.

Job Description

Minimum Qualifications

Education:  Bachelors degree, preferably in related field (Healthcare Administration, Business Management) or three (3) years related experience

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Strong communication, prioritization, organizational and presentation skills with the ability to facilitate effective meetings
• Ability to work in a team environment; flexibility, adaptability, integrity, and interpersonal skills
• Knowledge of multiple software programs including but not limited to MS Office and desktop publishing
• Ability to motivate and mentor staff
• Must be able to work independently, in a high stress environment and on multiple tasks simultaneously
• Must have excellent written and verbal communication skills

Principal Accountabilities

• Directs daily patient visitation, handling of patient special requests and patient/family grievances.
• Serves as designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns.
• Investigates and coordinates resolutions to patient grievances or concerns identified by patients/families.  Makes decisions related to concerns about patient reimbursement and/or may adjust patient balance based on customer’s experience.
• Manages projects by involving appropriate staff, analyzing data, managing project budget, developing solutions and process improvement, implementation of plan and monitoring progress such as:  Patient Station, VIP program, Service Recovery, Patient Relations Volunteers, and Customer Experience Tracking. Provides interpreter services as needed.
• Serves as role model by conducting customer service training, orientation, and managing complaint resolution process and instructing/leading staff to resolve concerns and develop skills of front line staff.
• Determines grievances that meet hospital and regulatory requirements, coordinates research, analysis of data and ensures resolution is accomplished.
• Direct and supervise the activities of the Patient Relations Volunteer staff.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Other duties as assigned.