Job Description

Job SummaryJOB SUMMARY
Acts as advocate for patient issues and participates in the resolution of problems and communication of procedures, services, etc. to maximize patient and family satisfaction.
Act as Patient Liaison, under the supervision of the Manager of Guest Relations Administration, between The Houston Methodist Hospital administration and patients, physicians, and other hospital personnel to ensure a satisfying hospital experience for patients from admission through discharge. As patient advocates, the liaisons enable patients and their families to obtain solutions to problems by acting on their behalf. Liaisons take 24-hour call as assigned. This position functions strictly as a liaison and does not participate in hands-on patient care.
Requirements:

DUTIES AND RESPONSIBILITIES
PEOPLE (20%)
1. Meet all new patients (may accomplish with volunteer assistance).
2. Directs patients and/or families to appropriate resources when specific requests are made; for example Medical Power of Attorney; Directives; End of Life issues.
3. Creates cooperative formal and informal working relationships with other departments and medical staff.
4. Interacts with patients, families and visitors, providing support and problem solving. Consults with Senior Patient Liaisons when problems arise that require an additional level of experience.
5. Demonstrates the components of the ICARE values. (EF)

SERVICE (40%)
1. 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.
2. Documents and reports the results of patient interviews; including satisfaction or obstacles to delivery of services.
3. Assigns priority to patient requests and problems and follows the process through to resolution, notifying all parties of status of solution.
4. With guidance from Senior Patient Liaisons, and department management, the liaison follows through on issues identified, solving problems directly or facilitating the resolution of problems to the satisfaction of the patient and the institution.

QUALITY/SAFETY (15%)
1. Receives grievances, complaints, and concerns from patients, their families and others; works with patients and families along with unit management for resolution. Responds to all grievances according to the HMH grievance policy and appropriate regulatory guidelines. (EF)
2. Document grievances, complaints and compliments in the Midas database. When appropriate a corrective action is initiated and sent to the unit management for investigation and resolution.
3. Follows safety rules and reports accidents and hazards immediately to management and peers.

FINANCE (15%)
1. Identify cost savings or revenue opportunities.

GROWTH/INNOVATION (10%)
1. Participates in department projects and process improvement initiatives.
2. Generates and communicates ideas and suggestions that improve quality or service.

This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Qualifications:

EDUCATION REQUIREMENTS
Bachelor's degree required

EXPERIENCE REQUIREMENTS
3 to 5 years experience as a patient liaison or comparable health care/customer service/conflict resolution experience

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
* Must have excellent communications skills and be able to relate to patients, families, hospital staff, and Guest Relations Administration staff.
* Must be able to work with people of various age groups and cultural backgrounds.
* Ability to accurately document information and maintain records.
* Must have excellent problem resolution and crisis management skills.
* Critical thinking, problem-solving, and mature judgment required
* Ability to express ideas effectively; both in speech and writing
* Basic to intermediate level of computer competency - Microsoft Office Suite, and knowledge of health care information systems.

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED
CPR helpful - not required