Sr Patient Liaison

Houston Methodist; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Houston Methodist is looking for a Senior Patient Liaison in Houston, Texas, to advocate for patients and resolve their concerns. You will serve as a liaison among hospital personnel and families while ensuring effective communication and problem resolution. Ideal candidates will have five years of experience and a Bachelor's degree in a relevant field.

This role requires critical thinking, effective communication, and the ability to work with diverse patient groups. Benefits include a professional work attire requirement and an on-call expectation during emergencies.

Qualifications

• Five years performing patient liaison duties.
• Demonstrates skills to safely perform assigned job.
• BLS - Basic Life Support or Instructor (AHA) required.

Responsibilities

• Act as a patient advocate, resolving problems and communicating procedures.
• Meet all new patients and interact with families, providing support.
• Analyze Patient Satisfaction Surveys to identify focus areas.

Skills

Effective communication with patients

Independent problem resolution

Critical thinking and problem-solving

Computer competency – Microsoft Office Suite

Education

Bachelor's degree

Business, healthcare administration or related field preferred

Tools

Health care information systems

Job description

Houston Methodist Willowbrook Hospital: Monday - Friday

As a Senior Patient Liaison, you act as a patient advocate, resolving problems and communicating procedures, services, and policies to maximize patient and family satisfaction. You serve as a subject‑matter expert, liaising between Houston Methodist administration, patients, physicians, and other hospital personnel to handle complex patient relations from admission through discharge. You receive grievances, complaints, and concerns, working with patients, families, and department management for resolution in accordance with the hospital's grievance policy and regulatory guidelines. You act on behalf of patients and families to obtain solutions, serve as Rights Protection Officer for Psychiatry per Texas Department of Health regulations, and assist in training new Patient Liaisons.

Qualifications

• Education
  • Bachelor’s degree
  • Business, healthcare administration or related field preferred
• Experience
  • Five years performing patient liaison duties
• Licenses and Certifications
  • BLS - Basic Life Support or Instructor (AHA)
• Skills and Abilities
  • Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on‑going assessments and evaluations.
  • Proficient in speaking, reading, and writing English necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security.
  • Effective communication with patients, physicians, family members, and co‑workers in a customer‑service focused manner.
  • Strong knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports.
  • Independent problem resolution of complex patient relations issues.
  • Knowledge of medical ethics and legal issues, including Advance Directives, Ethics Committee, the Patient Bill of Rights, federal and state law, and DNV standards.
  • Ability to work with people of various age groups and cultural backgrounds.
  • Accurate documentation and record‑keeping.
  • Expert problem resolution and crisis management skills.
  • Critical thinking, problem‑solving, and mature judgment.
  • Ability to make customer‑service presentations to assigned patient units to increase unit satisfaction.
  • Intermediate to advanced knowledge of medical terminology.
  • Computer competency – Microsoft Office Suite and health care information systems.

People Essential Functions

• Meet all new patients and interact with patients, families and visitors, providing support and problem solving. Direct patients and/or families to appropriate resources when specific requests are made.
• Communicate directly with department heads, staff, and administrative personnel regarding specific problems and trends in service.
• Serve as the subject matter expert and communication liaison, modeling efficient and effective communication, active listening, and teaching to establish and maintain a team environment.
• Initiate contributions toward improvement of department scores for employee engagement.

Service Essential Functions

• Independently handle resolution of complex problems and issues and serve as a resource/mentor to less experienced staff.
• Participate in decision‑making related to the continuation or completion of treatment, including end‑of‑life care and patient rights policies.
• Ensure adequate closure to patient issues through thorough and prompt follow‑up to achieve patient satisfaction.
• Receive escalations of complaints or conflicts with patient, family, physician, or inter‑professional interests, and drive department service standards to improve patient satisfaction ratings.

Quality/Safety Essential Functions

• Identify concerns and collaborate with leadership to investigate and resolve issues. Follow up with patients/families to assess resolution.
• Analyze Patient Satisfaction Surveys and other feedback sources to identify focus areas and implement proactive interventions.
• Document results of patient interviews, obstacles, grievances, complaints, and compliments in the appropriate database and initiate corrective actions when appropriate.

Finance Essential Functions

• Identify cost savings or revenue opportunities within the department and Houston Methodist.
• Use resources with cost effectiveness and value creation in mind, and manage time effectively and prioritize tasks.

Growth/Innovation Essential Functions

• Stay up‑to‑date on all federal, state, and organizational policies, ensuring compliance and participating in hospital committees and events.
• Identify and assume responsibility for own learning needs and pursue continuing education opportunities.
• Maintain an ongoing My Development Plan.

Supplemental Requirements

• Work Attire
  • Uniform: No
  • Scrubs: No
  • Business professional: Yes
  • Other (department approved): No
• On‑Call
  • On call: Yes (employees may be required during emergencies)
• Travel
  • May require travel within the Houston Metropolitan area: No
  • May require travel outside Houston Metropolitan area: No