Sr. Patient Liaison- (F/T) Service Quality Dept - Willowbrook

At Houston Methodist, the Sr Patient Liaison position is responsible for acting as advocate for patient issues effectively and participates in the resolution of problems and communication of procedures, services, etc. to maximize patient and family satisfaction. As a Patient Liaison with extensive experience in patient advocacy, problem-solving, and customer service, this Sr position serves as a subject matter expert and liaises between Houston Methodist administration and patients, physicians, and other hospital personnel capable of handling complex patient relations, ensuring a satisfying hospital experience for patients from admission through discharge. This position receives grievances, complaints, and concerns from patients, their families and others; works with patients and families along with department management for resolution in accordance with HM grievance policy and regulatory guidelines. The Sr Patient Liaison position enables patients and their families to obtain solutions to problems by acting on their behalf and serves as Rights Protection Officers for Psychiatry according to the Texas Department of Health regulations as appropriate. This position assists in training new Patient Liaisons.

Requirements:

Qualifications:

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES AND CERTIFICATIONS - PREFERRED

• BLS - Basic Life Support (AHA)

KNOWLEDGE, 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, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Strong knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports

• Ability to solve complex patient relations issues independently

• 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

• Must be able to work with people of various age groups and cultural backgrounds

• Ability to accurately document information and maintain records

• Must have expert problem resolution and crisis management skills

• Critical thinking, problem-solving, and mature judgment

• Ability to make educational ¿customer service¿ presentations to assigned patient units to help increase patient satisfaction on the units

• Intermediate to advanced knowledge of medical terminology

• Strong level of computer competency - Microsoft Office Suite, and knowledge of health care information systems

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 (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Company Profile:

Houston Methodist Willowbrook Hospital is a Magnet-recognized, not-for-profit, faith-based hospital that serves the growing Northwest Houston community. With 358 licensed beds, Houston Methodist Willowbrook is committed to providing quality, cost-effective health care in a compassionate environment for a full range of services, including emergency care, cardiology, orthopedics and sports medicine, comprehensive women’s services, neurology and neurosurgery, oncology, and primary and general medicine.

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.