Patient Experience Liaison & Service Excellence Coordinator

Memorial Hermann Health System; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Memorial Hermann Health System seeks a Patient Relations professional to act as liaison between patients and hospital staff, guiding resolution of concerns and ensuring exceptional service. The role leads customer service initiatives and educates staff on patient expectations to support safe, compassionate care.

Responsibilities include directing patient visitation, coordinating resolutions, and mentoring front-line staff while upholding hospital policies and quality standards.

Qualifications

• Bachelor's degree in Healthcare Administration or Business Management or 3 years related experience.
• Strong written and verbal communication skills.
• Ability to work independently in a high-stress environment.
• Experience coordinating patient relations and service recovery initiatives.
• Ability to mentor staff and lead teams.

Responsibilities

• Direct daily patient visitation and handle patient/family grievances.
• Serve as liaison between patients, families, staff and physicians for resolutions.
• Investigate and coordinate resolutions to patient grievances or concerns.
• May adjust patient balances based on the patient experience.
• Manage patient relations projects and service recovery initiatives.
• Provide interpreter services as needed.
• Lead customer service training and complaint-resolution coaching.
• Model service standards and ensure safe, personalized care.
• Direct and supervise Patient Relations Volunteers.

Skills

Strong communication

Organizational skills

Presentation skills

MS Office

Desktop publishing

Staff mentoring

Ability to work under pressure

Education

Bachelor's degree in Healthcare Administration or Business Management

Tools

MS Office

Desktop publishing

Job description

Memorial Hermann Health System seeks a Patient Relations professional to act as liaison between patients and hospital staff, guiding resolution of concerns and ensuring exceptional service. The role leads customer service initiatives and educates staff on patient expectations to support safe, compassionate care.

Responsibilities include directing patient visitation, coordinating resolutions, and mentoring front-line staff while upholding hospital policies and quality standards.