Job Description

Job Summary
JOB SUMMARY

Support the Director by providing quality monitoring and measurement of the grievance reporting process. Providing oversight and review during investigations associated with complaints and grievances to department staff. Support the Guest Relations Department through education and coordination of MAXSYS (database) reporting and enhancements. Act as liaison between The Methodist Hospital Administration and patients, physicians, and other hospital personnel to ensure a satisfying hospital experience for these patients from admission through discharge. As patient advocates, the liaisons enable patients and their families to obtain solutions to problems by acting in their behalf. Liaisons serve as Rights Protection Officers for Psychiatry according to the Texas Department of Health regulations. Liaisons take 24-hour call as assigned. This position functions strictly as a liaison and does not participate in hands-on patient care. This is a senior level position and the Sr. Patient Liaison should have extensive experience in patient advocacy, problem-solving and customer service. The Senior Patient Liaison must be capable of handling complex patient relations independently and is expected to assist in training new Patient Liaisons. Facilitates excellent communication.

PATIENT AGE GROUP SERVED

Adult, geriatric, and occasionally pediatric patients

DUTIES AND RESPONSIBILITIES

1. Receives grievances, complaints, and concerns from patients, their families and others regarding patient care and severe customer service issues; analyzes the grievance with appropriate service departments for resolution and responds to all grievances according to the TMHS grievance policy and appropriate regulatory guidelines. (EF)

2. Intervenes in conflicting relationships involving the interests of patients and others in the healthcare environment; promotes reconciliation, compromise, or settlement. (EF)

3. Responsible for compiling and summarizing grievance data for reports to management toward future improvement of customer service. (EF)

4. Effectively manages crisis situations and focuses efforts toward the well-being of the patient/family and the stabilization of the crisis/event. (EF)

5. Assigned to clinically complex areas with a high level of acuity, such as Medicine, Cardiology, Emergency Department, ICUs, etc.

6. Actively participates in decision making related to the continuation or completion of treatment particular to the end of life, including the appropriate application of policies regarding informed consent, capacity/competency, confidentiality, procuring and donating organs/tissue, and mechanisms protecting patients and their rights during research, investigations, or clinical trials. (EF)

7. Assists management with the orientation, training, and development of Patient Liaisons.

8. Leads department projects and process improvement initiatives.

9. Demonstrates the components of the ICARE values(EF)

10. Follows safety rules and reports accidents and hazards immediately to management and peers.

11. Oversee grievance policy and adherence to it and appropriate regulatory guidelines

12. Develops and reviews department policies and procedures in relation to issue resolution

13. Oversight for troubleshooting complex patient issues with Patient Liaisons

14. Maintains expertise in understanding and interpretation of external licensing agency complaint management requirements (JCAHO, TDHS, CMS, etc.)

15. Performs other duties as assigned.

EDUCATION REQUIREMENTS

4 year degree required.

Degree in Healthcare Administration, Psychology, or Nursing, preferred.

EXPERIENCE REQUIREMENTS

Thorough understanding of hospital operations and departmental processes.

Clinical background or thorough understanding of healthcare clinical issues.

Evidence of successful design and development of process and outcome reporting measures and systems.

If educational requirement is met, candidate must have 5 years of patient liaison experience.

If educational requirement is not met, candidate must have 8-10 years of patient liaison experience plus an Associates Degree.

Additional education can be substituted for years of experience on a one-to-one

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED

Patient Advocate Advanced Practice Certification (PAAPC) from the Society for Healthcare Consumer Advocacy strongly preferred.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

Extensive experience in grievance management, mediation and conflict negotiation, and crisis intervention.

Ability to solve complex patient relations issues independently

Critical thinking, problem-solving, and mature judgment required

Ability to express ideas effectively; both in speech and writing

Has working knowledge of medical ethics and legal issues, including, Advance Directives, Ethics Committee, and the Patient Bills of Rights, as well as federal and state law and Joint Commission standards

Intermediate level of computer competency Microsoft Office Suite, and knowledge of healthcare information systems

Has the knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports

Intermediate to advanced knowledge of medical terminology

Coordination of customer resource management, reporting and enhancements

PHYSICAL REQUIREMENTS

Ability to walk, stand, climb stairs, and sit for long periods of time.

WORKING ENVIRONMENT

Office environment and healthcare environment.

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.

Company Profile
Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. Houston Methodist is consistently ranked in U.S. News & World Reports Best Hospital list and was recently named the number one hospital in Texas. FORTUNE magazine has placed Houston Methodist on its annual list of 100 Best Companies To Work For since 2006. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 1,119 licensed beds, 67 operating rooms and over 6,000 employees, Houston Methodist offers complete care for patients from around the world.