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.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer 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

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 Risk/Quality as appropriate

• Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocate

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

FINANCE ESSENTIAL FUNCTIONS

• Identifies cost savings or revenue opportunities within the department or Houston Methodist

• 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 in department projects and process improvement initiatives. Generates and communicates ideas and suggestions that improve quality or service

• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis

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.

EDUCATION

• Bachelor's degree

WORK EXPERIENCE

• Two years experience as a patient liaison or comparable health care/customer service/conflict resolution experience

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES AND CERTIFICATIONS - PREFERRED

• BLS - Basic Life Support (AHA)

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Must have excellent communications skills and be able to relate to patients, families, and across all hospital staff and management

• 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

• Ability to express ideas effectively both in speech and writing

• Intermediate level of computer competency - Microsoft Office Suite, and knowledge of health care information systems

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Houston Methodist The Woodlands opened in 2017 as the eighth hospital in the Houston Methodist system. This 187-bed, 470,000-square-foot, full-service, acute care hospital offers many of the same services as our flagship hospital in the Texas Medical Center. Also on the $380 million hospital campus, located at the intersection of I-45 and TX 242, is a medical office building, which opened in 2016. Medical Office Building 1 includes a breast care center, cancer center & infusion center, orthopedics & sports medicine, rehabilitation services, wellness services, and an outpatient laboratory in addition to multi-specialty physician practices. A second medical office building and 785-car parking garage opened in 2018.