Patient Relations Rep II - TMC/Children's at Memorial… · Location…

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 liaison between patients/families and the hospital, through management/administrative staff, thus providing a specific channel through which patients can seek solutions to concerns, issues and unmet customer expectations. Assists patients in interpreting hospital policies and procedures and actively seeks resolution to identified problems and concerns of the patients/families.

Job Description

Minimum Qualifications

Education: High School Diploma or  GED; preferred

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Three (3) to five (5) years health care experience involving problem solving and high customer contact.

Principal Accountabilities

• Serves as a designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns.

• Interprets and explains to patients and families, policies and procedures that affect his/her care and treatment.

• Investigates and actively seeks resolution to difficult problems and concerns identified by patients/families.

• Ensures safe care to patients, staffs and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.