Patient Relations Rep II - TMC

Memorial Hermann Health System; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Memorial Hermann Health System seeks a Patient Relations Rep II at TMC/Children's Hospital to serve as a primary liaison for patients and families, guiding them through concerns and hospital policies. You will collaborate with clinical and support teams to ensure a calm, safe, and compassionate environment.

Required are 3–5 years of healthcare experience and strong communication, problem-solving, and active listening skills.

Qualifications

• High School Diploma or GED required; preferred
• Three to five years healthcare experience with high customer contact
• Strong communication, problem-solving and interpersonal skills

Responsibilities

• Acts as liaison between patients/families and hospital staff to resolve concerns
• Explains hospital policies to patients and families and seeks resolution
• Investigates and resolves difficult problems and concerns identified by patients/families
• Maintains patient safety and adheres to hospital policies within budget and scheduling constraints
• Supports department goals and serves as mentor to less experienced staff
• Creates compassionate, personalized experiences for patients and colleagues

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

## Patient Relations Rep II - TMCApply: TMC/Children's Hospital: Full time: Posted Today: 100187360At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.**Job Summary**Position responsible for acting as liaison between patients/families and the hospital, through management/administrative staff, thus providing a specific channel through which patients can seek solutions to concerns, issues and unmet customer expectations. Assists patients in interpreting hospital policies and procedures and actively seeks resolution to identified problems and concerns of the patients/families. The Patient Relations Representative is the first point of contact for patients, families, and visitors, serving as a trusted resource and advocate throughout their hospital experience. This role responds to concerns, helps resolve issues, explains hospital policies, and partners with clinical and support teams to ensure a safe, compassionate, and positive environment. Success in this role requires excellent communication, sound judgment, and the ability to remain calm and professional while managing challenging situations.## **Job Description**Location: TMC/Children's HospitalAddress: 6411 Fannin, Houston, TX 77030 **Desired Skills*** Customer service* Patient advocacy* Conflict resolution* De-escalation* Communication* Active listening* Problem-solving* Relationship building* Teamwork* Professionalism* Time management* Adaptability **Minimum Qualifications****Education:** High School Diploma **or** GED; preferred**Licenses/Certifications:** (None) **Experience / Knowledge / Skills:*** Three (3) to five (5) years health care experience involving problem solving and high customer contact. **Principal Accountabilities*** 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.