Sr Patient Liaison

About the role

The Sr Patient Liaison position at Houston Methodist is responsible for advocating for patient issues, participating in problem resolution, and communicating procedures and services to enhance patient and family satisfaction. This role serves as a subject matter expert and liaison between Houston Methodist administration and patients, physicians, and other hospital personnel, focusing on complex patient relations and ensuring a satisfactory hospital experience from admission to discharge.

Responsibilities

• Meet all new patients and provide support and problem solving.
• Communicate with department heads and administrative staff about specific problems and trends in service.
• Serve as the subject matter expert and communication liaison, using effective communication techniques to establish and maintain a team environment and involve patients and families in their care plans.
• Initiate contributions towards improving department scores for employee engagement.
• Independently handle resolution of complex problems and serve as a resource/mentor to less experienced staff.
• Participate in decision-making related to the continuation or completion of treatment, particularly for end-of-life situations, including the appropriate application of policies regarding informed consent, capacity/competency, confidentiality, procuring and donating organs/tissue, and mechanisms protecting patients and their rights.
• Ensure adequate closure to patient issues through thorough and prompt follow-up, facilitating the resolution of problems to the satisfaction of the patient and Houston Methodist.
• Receive escalations of complaints or conflicts involving patients, families, physicians, and other inter-professional health care team members. Drive department service standards and activities to improve patient satisfaction.
• Identify concerns and work with the leadership team to investigate and resolve identified issues. Follow up with patients/families as necessary to assess the resolution of issues. Analyze feedback from the patient population served and implement proactive interventions based on HM grievance policy and regulatory guidelines.
• Document results of patient interviews, obstacles to service delivery, grievances, complaints, and compliments in appropriate databases. When appropriate, initiate corrective actions and send to unit management for investigation and resolution.
• Identify cost savings or revenue opportunities within the department and Houston Methodist. Utilize resources with cost-effectiveness and value creation in mind. Prioritize daily tasks and assist coworkers as needed.
• Stay updated on all federal, state, and organizational policies and ensure department members are fully trained and compliant. Serve on hospital committees as an inter-professional team member to create and execute mission-driven events. Problem-solve independently when challenges arise.
• Assume responsibility for own learning needs and seek continuing education opportunities to meet those needs. Ensure career discussions occur with appropriate management. Complete and update the My Development Plan on an ongoing basis.

Qualifications

• Education: Bachelor’s degree, preferably in business, healthcare administration, or a related field.
• Experience: Five years experience performing patient liaison duties.
• Licenses and Certifications: Preferred, BLS - Basic Life Support or Instructor (AHA).

Skills and Abilities

• Demonstrates 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 essential functions of the job, especially with activities impacting patient or employee safety or security.
• Strong knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports.
• Strong knowledge of medical ethics and legal issues, including Advance Directives, Ethics Committee, and the Patient Bill of Rights, as well as federal and state law and DET NORSKE VERITAS (DNV) standards.
• Expert problem resolution and crisis management skills.
• Critical thinking, problem-solving, and mature judgment.
• Intermediate to advanced knowledge of medical terminology.
• Strong level of computer competency – Microsoft Office Suite, and knowledge of health care information systems.