Every employee, at every level, begins their journey at Memorial Hermann learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it.
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.
Job Description
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
Demonstrates commitment to the Partners-in-Caring process by integrating our culture in all internal and external customer interactions; delivers on our brand promise of “we advance health” through innovation, accountability, empowerment, collaboration, compassion and results while ensuring one Memorial Hermann.
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 patients, staff 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 and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
Other duties as assigned.
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