Senior Patient Liaison

Harris Health System, Inc.; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Harris Health System seeks a Senior Patient Liaison to advocate for patients and families with concerns about care and services. The role tracks complaints, analyzes data, and partners with departments to develop improvement plans that enhance the patient experience.

Documenting concerns and investigating patient encounters, the Senior Patient Liaison helps facilitate timely resolutions and maximize satisfaction across Harris Health’s care network.

Qualifications

• Bachelor’s in Nursing or related field plus 2 years Customer Service.
• Or an Associate degree with 4 years Customer Service.
• High School Diploma with 6 years Customer Service.
• Spanish preferred.
• Strong verbal and written communication.
• Proficient with basic computer systems.

Responsibilities

• Advocate for patients and families regarding care and services.
• Track, trend, and analyze patient complaints.
• Collaborate with departments to implement improvement plans.
• Document concerns and assist in resolution to improve satisfaction.

Skills

Customer Service

Public Speaking

Verbal Communication

Writing Skills

Spanish

Analytical

Microsoft Office

Education

Bachelor’s degree in Nursing or related field

Associate degree in related field

High School Diploma/GED

Tools

Personal Computer

Job description

Harris Health is the public healthcare safety-net provider established in 1966 to serve the residents of Harris County, Texas. As an essential healthcare system, Harris Health champions better health for the entire community, with a focus on low-income uninsured and underinsured patients, through acute and primary care, wellness, disease management and population health services. Ben Taub Hospital (Level 1 Trauma Center) and Lyndon B. Johnson Hospital (Level 3 Trauma Center) anchor Harris Health's robust network of 39 clinics, health centers, specialty locations and virtual (telemedicine) technology. Harris Health is among an elite list of health systems in the U.S. achieving Magnet nursing excellence designation for its hospitals, the prestigious National Committee for Quality Assurance designation for its patient-centered clinics and health centers and its strong partnership with nationally recognized physician faculty, residents and researchers from Baylor College of Medicine; McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth); and The University of Texas MD Anderson Cancer Center.

At Harris Health, we prioritize the well-being of our most valuable asset--our people--ensuring a culture of compassion, collaboration and excellence in serving Harris County's most in need. With integrity and accountability at our core, we commit to 'leading with love', embodying our dedication to quality care, education, and a steadfast respect for every individual's contribution to our mission.

Job Summary

The Senior Patient Liaison serves as an advocate for patients and/or family members with concerns regarding medical care and services provided within Harris Health System. The Senior Patient Liaison will track, trend, and analyze patient/visitor complaints and work with appropriate departments to develop improvement plans. The Senior Patient Liaison documents concerns, investigates all aspects of patient encounters including but not limited to medical care in order to facilitate the resolution of concerns and maximize patient and family satisfaction.

Minimum Qualifications

• Education/Work Experience: Bachelors in Nursing, Social Services, Case Management, Counseling, Psychology, Sociology, Health Administration, Patient Advocacy, or related field (and) Two (2) years Customer Service experience.
• (OR) Associates in in Nursing, Social Services, Case Management, Counseling, Psychology, Sociology, Health Administration, Patient Advocacy, or related field (and) Four (4) years Customer Service experience.
• (OR) High School Diploma/GED (and) Six (6) years Customer Service experience.
• Language Skills: Spanish Preferred
• Communication Skills: Above Average Verbal (Heavy Public Contact), Exceptional Verbal (e.g., Public Speaking), Writing /Correspondence, Writing /Reports
• Proficiencies: Personal Computer

Job Attributes

• Knowledge/Skills/Abilities: Analytical, Mathematics
• Work Schedule: Weekends, Holidays, Flexible, Overtime, Travel