Patient Liaison

About the role

The Patient Liaison position at Houston Methodist is responsible for providing support and problem solving to patients, families, and visitors. This role also involves interacting with department management, administrative staff, and interfacing with other inter-professional health care team members.

Responsibilities

• Meets and/or rounds on all new patients.
• Communicates directly with department management, their designee and/or administrative staff regarding specific problems and trends in service.
• Interacts with patients, families and visitors, providing support and problem solving.
• Assigns priority to patient requests and problems and follows the process through to resolution, notifying all parties of status of solution.
• Interviews patients who have stated a specific need for services. Provides information about services offered by the hospital.
• Ensures adequate closure to patient issues through thorough and prompt follow-up facilitating the resolution of problems to the satisfaction of the patient and HM.
• Intervenes in complaints or conflict with the interests of patients, families, physicians and other inter-professional health care team members to increase patient satisfaction scores and reporting their appreciation, comments, concerns, and/or problems.
• Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocate.
• Documents results of patient interview, obstacles to delivery of services, grievances, complaints and compliments in appropriate database. When appropriate, initiates a corrective action and sends to department management for investigation and resolution.
• Identifies cost savings or revenue opportunities within the department or Houston Methodist.
• Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.
• Participates in department projects and process improvement initiatives. Generates and communicates ideas and suggestions that improve quality or service.
• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

Qualifications

• Education: Bachelor’s degree
• Experience: Two years experience as a patient liaison or comparable health care/customer service/conflict resolution experience
• Licenses and Certifications: Required - BLS - Basic Life Support or Instructor (AHA)

Skills and Abilities

• 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, families, and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Ability to accurately document information and maintain records
• Critical thinking, problem-solving, and mature judgment
• Ability to express ideas effectively both in speech and writing
• Intermediate level of computer competency – Microsoft Office Suite, and knowledge of health care information systems

Benefits

Not specified

Pay

Not specified

Schedule

Day