Job Description

At Memorial Hermann, were about creating exceptional experiences for both our patients and our employees. Our goal is to provide opportunities for our diverse employee population that develop and grow careers in a team-oriented environment focused on patient care.

Every employee, at every level, begins their journey at Memorial Hermann learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it.

Job Summary

Position responsible for acting as liaison between patients/families and the hospital, through management/administrative staff, thus providing a specific channel through which patients can seek solutions to concerns, issues and unmet customer expectations. Assists patients in interpreting hospital policies and procedures and actively seeks resolution to identified problems and concerns of the patients/families.

Job Description

At Memorial Hermann, were about creating exceptional experiences for both our patients and our employees. Our goal is to provide opportunities for our diverse employee population that develop and grow careers in a team-oriented environment focused on patient care.

Every employee, at every level, begins their journey at Memorial Hermann learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it.

Job Summary

Position responsible for acting as liaison between patients/families and the hospital, through management/administrative staff, thus providing a specific channel though which patients can seek solutions to concerns, issues and unmet customer expectations. Assists patients in interpreting hospital policies and procedures and actively seeks resolution to identified problems and concerns of the patients/families.

Job Description

The Patient Service Advocate will be the face of Memorial Hermann Pearland and will be at the forefront of all customer service standards. The Patient Service Advocate will establish goodwill and build rapport with guests through service and attention to individual guest needs. A few of the primary responsibilities include:

* Connect with and purposefully round on each patient (isolation and non-isolation) at multiple times throughout their shift.
* * Promote virtual visitation through the use of personal devices and offer the iPad in the event the patient/family does not have one.
* Keep a daily rounding log, service recovery log, virtual visits log and notate the patient/families you have connected with.
* Ensure that concerns that cannot be handled at the unit level and require additional follow up are escalated to Patient Relations.
* Remain up to date on Post Discharge Callbacks and escalate concerns appropriately.

Behavioral Competencies:

* Objectively examining all viewpoints, avoiding assigning blame, and focusing on fixing the problem. This includes settling disagreements between internal or external customers.
* Express oneself clearly in conversations and interactions with others.
* Anticipate how people will perceive words and actions. This includes seeing things from another viewpoint and being sensitive to people of different cultures and backgrounds.
* Develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
* Willingness to change work practices, priorities or procedures in response to changing conditions, multiple work demands, or after encountering difficulties.
* Remain calm and professional and maintain a positive manner during difficult or stressful situations.
* Create a work environment that fosters respectful and constructive relationships amongst coworkers.

Desired Skill Set:

* Patient Care Assistant or Medical Assistant background preferred
* Patient Advocate experience preferred

Minimum Qualifications

Education: High school diploma or GED.

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

* Three (3) to five (5) years health care experience involving problem solving and high customer contact.
* Demonstrates commitment to the Partners-in-Caring process by integrating our culture in all internal and external customer interactions; delivers on our brand promise of we advance health through innovation, accountability, empowerment, collaboration, compassion and results while ensuring one Memorial Hermann.

Principal Accountabilities

* Serves as a designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns.
* Interprets and explains to patients and families, policies and procedures that affect his/her care and treatment.
* Investigates and actively seeks resolution to difficult problems and concerns identified by patients/families.
* Ensures safe care to patients, staffs and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

* Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
* Other duties as assigned.