Patient Liaison

Overview

Come lead with us at Houston Methodist The Woodlands Hospital. The Patient Liaison position advocates for patient issues, interpreting and communicating Houston Methodist's philosophy, policies, procedures and services to patients, their families and visitors. The role participates in resolving problems to maximize patient and family satisfaction. It receives grievances, complaints, and concerns from patients and families, works with department management for resolution in accordance with HM grievance policy and regulatory guidelines.

As Patient Liaison, the role liaises between Houston Methodist administration and patients, physicians, and other hospital personnel to ensure a satisfactory hospital experience from admission through discharge. As a patient advocate, the Patient Liaison enables patients and families to obtain solutions to problems by acting on their behalf.

FLSA STATUS
Exempt

Education

• Bachelor’s degree

Experience

• Two years experience as a patient liaison or comparable health care/customer service/conflict resolution experience

Licenses and Certifications
Preferred

• 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, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Excellent communications skills and ability to relate to patients, families, and across all hospital staff and management
• Ability to work with people of various age groups and cultural backgrounds
• Ability to accurately document information and maintain records
• Excellent problem resolution and crisis management skills
• 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

• Meets and/or rounds on all new patients. Directs patients and/or families to appropriate resources when specific requests are made, e.g. Medical Power of Attorney, Directives, End of Life issues, etc.
• 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. As appropriate, consults with Sr Patient Liaisons/supervising leader when problems arise that require an additional level of experience
• Contributes towards improvement of department scores for employee engagement, e.g. peer-to-peer accountability

• 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. Interprets hospital policies and procedures as needed to ensure that the patient understands the types and levels of services provided
• 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

• Receives grievances, complaints, and concerns from patients, their families and others; works with patients and families along with department management for resolution. Responds to all grievances according to the HM grievance policy and appropriate…