Patient Experience & Relations Lead

Memorial Hermann Health System; Cypress (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Memorial Hermann Health System seeks a Patient Relations liaison to improve patient and family experiences by advocating for timely resolutions and clear communication across hospital staff and leadership.

You will guide patients through hospital policies, coordinate solutions with care teams, and lead service recovery initiatives while supporting a compassionate, high-quality patient experience.

Qualifications

• Strong communication, prioritization and organizational skills for effective meetings.
• Ability to work in a team environment with flexibility and integrity.
• Knowledge of MS Office and desktop publishing software.

Responsibilities

• Directs daily patient visitation and handles patient/family grievances.
• Acts as liaison between patients, families, staff, and physicians for resolutions.
• Investigates and coordinates resolutions to patient grievances or concerns.
• Coordinates projects and process improvements within the Patient Relations team.
• Leads customer service training and mentors staff in complaint-resolution processes.
• Ensures compliance with hospital policies and quality standards.

Skills

Strong communication

Customer service

Healthcare experience

Interpersonal skills

Team interaction

Education

Bachelor's degree in Healthcare Administration or related field

or 3 years related experience

Tools

MS Office

Desktop publishing

Job description

Memorial Hermann Health System seeks a Patient Relations liaison to improve patient and family experiences by advocating for timely resolutions and clear communication across hospital staff and leadership.

You will guide patients through hospital policies, coordinate solutions with care teams, and lead service recovery initiatives while supporting a compassionate, high-quality patient experience.