Patient Experience Advocate II

Memorialhermann; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

Memorial Hermann’s Patient Relations Representative serves as the trusted liaison for patients, families, and hospital staff, guiding them through the care journey and addressing concerns with empathy and clear communication.

The role emphasizes resolving policy questions, de-escalating tense situations, and coordinating with clinical teams to ensure a safe, compassionate environment in a fast-paced hospital setting.

Qualifications

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

Responsibilities

• Acts as designated liaison between patients, families, hospital staff and physicians in resolving patient concerns.
• Interprets and explains policies and procedures to patients and families that affect their 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 Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Supports department goals, participates in education, and serves as a mentor to less experienced staff.
• Models Memorial Hermann service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Performs 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’s Patient Relations Representative serves as the trusted liaison for patients, families, and hospital staff, guiding them through the care journey and addressing concerns with empathy and clear communication.

The role emphasizes resolving policy questions, de-escalating tense situations, and coordinating with clinical teams to ensure a safe, compassionate environment in a fast-paced hospital setting.