Patient Liaison - Service Quality Dept - Willowbrook

Overview

At Houston Methodist, the Patient Liaison position is responsible for acting as an advocate for patient issues effectively interpreting and communicating Houston Methodist's philosophy, policies, procedures and services to patients, their families and visitors and participates in the resolution of problems to maximize patient and family satisfaction 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. As Patient Liaison, this position liaises between Houston Methodist administration and patients, physicians, and other hospital personnel ensuring a satisfying hospital experience for patients from admission through discharge. As a patient advocate, the Patient Liaison position enables patients and their families to obtain solutions to problems by acting on their behalf.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Meets and/or rounds on all new patients. Directs patients and/or families to appropriate resources when specific requests are made, i.e. 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

• Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability

SERVICE ESSENTIAL FUNCTIONS

• 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

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• 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 regulatory guidelines. Partners with Ris