At Houston Methodist, the Sr Patient Liaison position is responsible for acting as advocate for patient issues effectively and participates in the resolution of problems and communication of procedures, services, etc. to maximize patient and family satisfaction. As a Patient Liaison with extensive experience in patient advocacy, problem-solving, and customer service, this Sr position serves as a subject matter expert and liaises between Houston Methodist administration and patients, physicians, and other hospital personnel capable of handling complex patient relations, ensuring a satisfying hospital experience for patients from admission through discharge. 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. The Sr Patient Liaison position enables patients and their families to obtain solutions to problems by acting on their behalf and serves as Rights Protection Officers for Psychiatry according to the Texas Department of Health regulations as appropriate. This position assists in training new Patient Liaisons.

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

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

PEOPLE ESSENTIAL FUNCTIONS

• Meet all new patients. Interacts with patients, families and visitors, providing support and problem solving. Directs patients and/or families to appropriate resources when specific requests are made

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

• Serves as the subject matter expert and communication liaison, role modeling the use of efficient and effective communication, which includes active listening and teaching, to establish and maintain a team environment, and to include the patient and family as a part of the team regarding their plan of care

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

SERVICE ESSENTIAL FUNCTIONS

• Independently handles resolution of complex problems and issues and serves as a resource/mentor to less experienced staff

• Participates in decision-making related to the continuation or completion of treatment, particular to the end-of-life, including the appropriate application of policies regarding informed consent, capacity/competency, confidentiality, procuring and donating organs/tissue, and mechanisms protecting patients and their rights

• 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

• Receives escalations of complaints or conflict with the interests of patients, families, physicians and other inter-professional health care team members. Drives department service standards and activities to improve department score for patient satisfaction, through role modeling and fostering accountability

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Identifies concerns and works with the leadership team on behalf of the patient to investigate and resolve identified issues. Follows up with patients/families as necessary to assess the resolution of issues. Receives feedback from the patient population served; analyzes the feedback with appropriate service department involvement, according to the HM grievance policy and appropriate regulatory guidelines

• Analyzes 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 send to unit management for investigation and resolution

FINANCE ESSENTIAL FUNCTIONS

• Identifies cost savings or revenue opportunities within the department and 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

• Stays up-to-date on all federal, state and organizational policies and ensures that all members of the department are fully trained and compliant. Serves on hospital committees as an inter-professional team member that creates and executes mission-driven events. Proactively and independently problem solves when challenges present themselves

• Identifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. 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

• Business, healthcare administration or related field preferred

WORK EXPERIENCE

• Five years experience performing patient liaison duties

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

• Strong knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports

• Ability to solve complex patient relations issues independently

• Strong knowledge of medical ethics and legal issues, including, Advance Directives, Ethics Committee, and the Patient Bill of Rights, as well as federal and state law and DET NORSKE VERITAS (DNV) standards

• Must be able to work with people of various age groups and cultural backgrounds

• Ability to accurately document information and maintain records

• Must have expert problem resolution and crisis management skills

• Critical thinking, problem-solving, and mature judgment

• Ability to make educational ¿customer service¿ presentations to assigned patient units to help increase patient satisfaction on the units

• Intermediate to advanced knowledge of medical terminology

• Strong 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.