Patient Relations Representative Full-time/Days

Overview

At Houston Methodist, the Patient Relations Representative position is responsible for serving as a liaison between patient/family members, all hospital departments and administration. This position acts professionally to identify and resolve problems as expressed by patients ensuring the receive care in a humane manner for all the services and care to which he/she is entitled. The Patient Relations Representative position maintains the required complaint and grievance documentation and logs them timely and appropriately and interacts with leadership to obtain necessary information to comply with the grievance policy and state requirements. The position is visible in the hospital by providing daily rounds, responding to leadership requests specific to patient requests if called upon, assisting in resolution of complaints or concerns timely and effective, maintains excellent communication skills and participates on hospital/System committees as requested, as well Methodist Experience initiatives.

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

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

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Acts in the patients' behalf in response to increase patient satisfaction scores by reporting their appreciation, comments, concerns, and/or problems.

• Works tactfully to identify and resolve problems as expressed by patients and ensures that each patient receives all the services and care to which patient is entitled.

• Communicates directly with department heads, their designee and/or administrative staff regarding specific problems and trends in service.

• Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Assists in developing and maintaining an effective system of documentation for complaints and/or grievances.

• Conducts patient care rounds in the emergency room for purposes of improving the Methodist Experience.

• Intervenes in complaints or conflict with the interests of patients, families, physicians and other interprofessional health care team members to increase patient satisfaction scores.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Maintains confidentiality of all patient, hospital or physician information. Responds to all grievances according to the HM grievance policy and appropriate regulatory guidelines.

• Documents obstacles to delivery of services, grievances, complaints and compliments in appropriate database. When appropriate, initiates a corrective action and sends to management for investigation and resolution.

FINANCE ESSENTIAL FUNCTIONS

• Identifies cost savings or revenue opportunities.

• Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Participates on hospital efforts/committees to improve patient satisfaction and the ov