Patient Relations Coord - Memorial City
Memorial Hermann Health SystemAbout the role
At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
Position responsible for acting as a liaison between patients/families and the hospital staff by representing the hospital’s administration. The position acts as a means through which patients can seek solutions to concerns, issues, and unmet customer expectations. Assisting patients in interpreting hospital policies and procedures while actively seeking resolution to identified problems and concerns of the patient and/or families. Acts as a team leader for all hospital staff and educates them on patient expectations as well as customer services initiatives.The Patient Relations Representative serves as a liaison between patients, families, visitors, and hospital staff to ensure a positive patient experience. This role addresses concerns, resolves issues, provides information on hospital policies and procedures, and helps de-escalate challenging situations while maintaining a safe and welcoming environment. The ideal candidate is customer-focused, confident, and skilled at building relationships, problem-solving, and communicating effectively in a fast-paced healthcare setting.
Job Description
Location: Memorial City Hospital
Address: 921 Gessner Road, Houston, TX 77024
Shift: Onsite Monday to (Friday 8am -5PM)
Desired Skills
- Patient advocacy and customer service excellence
- Conflict resolution and service recovery
- Strong verbal and written communication
- Relationship building and collaboration
- Problem-solving and critical thinking
- Project coordination and process improvement
- Organization and time management
- Leadership, coaching, and team development
- Data analysis and reporting
- Proficiency in Microsoft Office Suite
Minimum Qualifications
Education: Bachelors degree, preferably in related field (Healthcare Administration, Business Management) or three (3) years related experience
Licenses/Certifications: (None)
Experience / Knowledge / Skills:
Strong communication, prioritization, organizational and presentation skills with the ability to facilitate effective meetings
Ability to work in a team environment; flexibility, adaptability, integrity, and interpersonal skills
Knowledge of multiple software programs including but not limited to MS Office and desktop publishing
Ability to motivate and mentor staff
Must be able to work independently, in a high stress environment and on multiple tasks simultaneously
Must have excellent written and verbal communication skills
Principal Accountabilities
Directs daily patient visitation, handling of patient special requests and patient/family grievances.
Serves as designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns.
Investigates and coordinates resolutions to patient grievances or concerns identified by patients/families. Makes decisions related to concerns about patient reimbursement and/or may adjust patient balance based on customer’s experience.
Manages projects by involving appropriate staff, analyzing data, managing project budget, developing solutions and process improvement, implementation of plan and monitoring progress such as: Patient Station, VIP program, Service Recovery, Patient Relations Volunteers, and Customer Experience Tracking. Provides interpreter services as needed.
Serves as role model by conducting customer service training, orientation, and managing complaint resolution process and instructing/leading staff to resolve concerns and develop skills of front line staff.
Determines grievances that meet hospital and regulatory requirements, coordinates research, analysis of data and ensures resolution is accomplished.
Direct and supervise the activities of the Patient Relations Volunteer staff.
Ensures safe care to patient
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