Patient Experience Advocate II

Memorial Hermann; United States; On-site; USD 40,000 - 58,000; Full time

Job summary

Memorial Hermann in Houston, TX seeks a Patient Relations Representative to act as the liaison between patients, families and hospital staff, guiding them through the care journey with empathy and clear communication. You will interpret policies, resolve concerns, and collaborate with clinical teams to ensure a safe, compassionate and efficient patient experience.

The role requires calm professionalism, strong problem-solving and active listening, with 3–5 years of healthcare customer service

Qualifications

• Education: High School Diploma or GED; preferred.
• Experience / Knowledge / Skills: Three (3) to five (5) years health care experience involving problem solving and high customer contact.
• Licenses/Certifications: (None)

Responsibilities

• 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.

Skills

Customer service

Patient advocacy

Conflict resolution

De-escalation

Communication

Active listening

Problem-solving

Relationship building

Teamwork

Professionalism

Time management

Adaptability

Education

High School Diploma or GED

Job description

Memorial Hermann in Houston, TX seeks a Patient Relations Representative to act as the liaison between patients, families and hospital staff, guiding them through the care journey with empathy and clear communication. You will interpret policies, resolve concerns, and collaborate with clinical teams to ensure a safe, compassionate and efficient patient experience.

The role requires calm professionalism, strong problem-solving and active listening, with 3–5 years of healthcare customer service