Patient Relations Rep II - TMC

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

At 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.

Location: TMC/Children's Hospital Address: 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.