Patient Experience Liaison & Care Advocate

Memorial Hermann Health System; Houston (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Memorial Hermann Health System seeks an experienced Patient Relations Liaison to act as a bridge between patients, families and hospital staff, guiding them through policies and procedures and resolving concerns. This role leads staff in customer service initiatives and coordinates across departments to improve patient experiences.

You will oversee daily patient interactions, escalate issues, and mentor front-line staff to uphold Memorial Hermann's commitment to compassionate, safe and efficient

Qualifications

• Education: Bachelor’s degree or 3 years related experience.
• Strong communication, prioritization, and organizational skills.
• Ability to motivate and mentor staff.
• Ability to work in a high-stress environment and manage multiple tasks.

Responsibilities

• Direct daily patient visitation and handle patient/family grievances.
• Serve as liaison among patients, families, staff, and physicians.
• Investigate and coordinate resolutions to grievances.
• Lead projects and monitor progress; provide interpreter services as needed.
• Provide customer service training and mentor staff.
• Ensure compliance with hospital policies and budgets.
• Supervise Patient Relations Volunteers.

Skills

Strong communication

Teamwork

MS Office proficiency

Mentor staff

Written verbal communication

Multitasking under pressure

Education

Bachelor's degree or 3 years related experience

Tools

Desktop publishing

Job description

Memorial Hermann Health System seeks an experienced Patient Relations Liaison to act as a bridge between patients, families and hospital staff, guiding them through policies and procedures and resolving concerns. This role leads staff in customer service initiatives and coordinates across departments to improve patient experiences.

You will oversee daily patient interactions, escalate issues, and mentor front-line staff to uphold Memorial Hermann's commitment to compassionate, safe and efficient