Senior Patient Liaison

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

Job summary

Harris Health System in Houston, TX seeks a Senior Patient Liaison to advocate for patients and families, track and analyze complaints, and collaborate with departments to drive service improvements.

The role documents encounters, investigates care issues, and pursues resolution to maximize patient and family satisfaction across Harris Health’s hospitals and clinics.

Qualifications

• Education/experience as listed: Bachelor's degree plus 2 years CS experience, or Associate's degree plus 4 years CS experience, or HS Diploma plus 6 years CS experience.
• Spanish language preference noted.
• Excellent communication skills with patients and families.

Responsibilities

• Advocate for patients and families regarding medical care and services.
• Track, trend, and analyze patient/visitor complaints.
• Document concerns and investigate all aspects of patient encounters to improve satisfaction.

Skills

Verbal communication

Written communication

Public speaking

Analytical

Mathematics

Personal Computer

Education

Bachelor's degree in Nursing, Social Services, Case Management, Counseling, Psychology, Sociology, Health Administration, Patient Advocacy, or related field

Associate's degree in Nursing, Social Services, Case Management, Counseling, Psychology, Sociology, Health Administration, Patient Advocacy, or related field

High School Diploma/GED

Tools

Personal Computer

Job description

About Us

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 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