PATIENT LIAISON F/T

3 weeks ago


Houston TX USA, United States Houston Methodist Full time
At Houston Methodist, the Patient Liaison position is responsible for acting as an advocate for patient issues effectively interpreting and communicating Houston Methodist's philosophy, policies, procedures and services to patients, their families and visitors and participates in the resolution of problems to maximize patient and family satisfaction This position receives grievances, complaints, and concerns from patients, their families and others; works with patients and families along with department management for resolution in accordance with HM grievance policy and regulatory guidelines. As Patient Liaison, this position liaises between Houston Methodist administration and patients, physicians, and other hospital personnel ensuring a satisfying hospital experience for patients from admission through discharge. As a patient advocate, the Patient Liaison position enables patients and their families to obtain solutions to problems by acting on their behalf.
PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental Scope of Service and Provision of Care plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

  • Provide personalized care and service by consistently demonstrating our I CARE values:
    • INTEGRITY: We are honest and ethical in all we say and do.
    • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
    • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
    • RESPECT: We treat every individual as a person of worth, dignity, and value.
    • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
  • Practices the Caring and Serving Model
  • Delivers personalized service using HM Service Standards
  • Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
  • Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.
  • Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job
  • Displays cultural humility, diversity, equity and inclusion principles
  • Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS
  • Meets and/or rounds on all new patients. Directs patients and/or families to appropriate resources when specific requests are made, i.e. Medical Power of Attorney, Directives, End of Life issues, etc
  • Communicates directly with department management, their designee and/or administrative staff regarding specific problems and trends in service
  • Interacts with patients, families and visitors, providing support and problem solving. As appropriate, consults with Sr Patient Liaisons/supervising leader when problems arise that require an additional level of experience
  • Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability

SERVICE ESSENTIAL FUNCTIONS
  • Assigns priority to patient requests and problems and follows the process through to resolution, notifying all parties of status of solution
  • Interviews patients who have stated a specific need for services. Provides information about services offered by the hospital. Interprets hospital policies and procedures as needed to ensure that the patient understands the types and levels of services provided
  • Ensures adequate closure to patient issues through thorough and prompt follow-up facilitating the resolution of problems to the satisfaction of the patient and HM
  • Intervenes in complaints or conflict with the interests of patients, families, physicians and other inter-professional health care team members to increase patient satisfaction scores and reporting their appreciation, comments, concerns, and/or problems

QUALITY/SAFETY ESSENTIAL FUNCTIONS
  • Receives grievances, complaints, and concerns from patients, their families and others; works with patients and families along with department management for resolution. Responds to all grievances according to the HM grievance policy and appropriate regulatory guidelines. Partners with Risk/Quality as appropriate
  • Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocate
  • Documents results of patient interview, obstacles to delivery of services, grievances, complaints and compliments in appropriate database. When appropriate, initiates a corrective action and sends to department management for investigation and resolution

FINANCE ESSENTIAL FUNCTIONS
  • Identifies cost savings or revenue opportunities within the department or Houston Methodist
  • Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed

GROWTH/INNOVATION ESSENTIAL FUNCTIONS
  • Participates in department projects and process improvement initiatives. Generates and communicates ideas and suggestions that improve quality or service
  • Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
EDUCATION
  • Bachelor's degree

WORK EXPERIENCE
  • Two years experience as a patient liaison or comparable health care/customer service/conflict resolution experience

LICENSES AND CERTIFICATIONS - REQUIRED
  • N/A

LICENSES AND CERTIFICATIONS - PREFERRED
  • BLS - Basic Life Support (AHA)

KNOWLEDGE, SKILLS, AND ABILITIES
  • Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
  • Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
  • Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
  • Must have excellent communications skills and be able to relate to patients, families, and across all hospital staff and management
  • Must be able to work with people of various age groups and cultural backgrounds
  • Ability to accurately document information and maintain records
  • Must have excellent problem resolution and crisis management skills
  • Critical thinking, problem-solving, and mature judgment
  • Ability to express ideas effectively both in speech and writing
  • Intermediate level of computer competency - Microsoft Office Suite, and knowledge of health care information systems

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

  • Uniform No
  • Scrubs No
  • Business professional Yes
  • Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

  • On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

  • May require travel within the Houston Metropolitan area No
  • May require travel outside Houston Metropolitan area No

Houston Methodist Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston.  The 310 bed hospital has 23 operating rooms, and more than 2,100 employees.  Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Center’s (ANCC) Magnet Recognition Program®. Houston Methodist Willowbrook Hospital is Northwest Houston's regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services, neurology, neurosurgery, orthopedics and sports medicine, and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center, Cancer Center, Imaging Center, Infusion Center, Sleep Center, Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.



  • Sr Patient Liaison

    4 days ago


    Houston, United States Houston Methodist Full time

    *Required to work every Saturday, Sunday, and Monday 6a-6p*Location: Houston Methodist Medical Center*Bilingual in Spanish is preferred At Houston Methodist, the Sr Patient Liaison position is responsible for acting as advocate for patient issues effectively and participates in the resolution of problems and communication of procedures, services, etc. to...


  • Houston, United States Houston Methodist Willowbrook Hospital Full time

    At Houston Methodist, the Patient Access Associate position is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at the various entry points of the facility. This position performs cashiering functions, ensuring that all hospital accounts are secure, through the...


  • Houston, United States Houston Methodist Full time

    Overview At Houston Methodist, the Patient Experience Specialist position is responsible for design, implementation, and evaluation of tools, products, processes/tactics to enhance the patient experience. Responsibilities for this position include, but are not limited to, rounding, reporting, staff coaching and training, and unit assessments. The Patient...

  • Physician Advisor

    4 days ago


    Houston, United States Houston Methodist Full time

    At Houston Methodist, the Physician Advisor is responsible for teaching, consulting, and advising the case management department, clinical documentation specialists, medical staff and the hospital on matters regarding medical necessity; compliance rules and regulations; collaboration and relationships with payers; physician practice patterns; documentation...

  • Physician Advisor

    3 weeks ago


    Houston, United States Houston Methodist Full time

    At Houston Methodist, the Physician Advisor is responsible for teaching, consulting, and advising the case management department, clinical documentation specialists, medical staff and the hospital on matters regarding medical necessity; compliance rules and regulations; collaboration and relationships with payers; physician practice patterns; documentation...

  • Patient Liaison

    5 days ago


    Houston, United States Retina Consultants of Texas Full time

    Overview: Retina Consultants of Texas is seeking a responsible, self-motivated individual to help provide unparalleled patient satisfaction by assisting patients with questions regarding testing, completing medication refils, assisting with scheduling, and completing documentation requested by patient or their employers. This role will be assigned to our...

  • Patient Liaison

    5 days ago


    Houston, United States Retina Consultants of Texas Full time

    Overview Retina Consultants of Texas is seeking a responsible, self-motivated individual to help provide unparalleled patient satisfaction by assisting patients with questions regarding testing, completing medication refils, assisting with scheduling, and completing documentation requested by patient or their employers. This role will be assigned to our...

  • Geoscientist

    3 days ago


    Houston, United States W&T Offshore, Inc. Full time

    Job DescriptionJob DescriptionTITLE: GeoscientistABOUT THE COMPANY: W&T Offshore, Inc. (NYSE: WTI) is a thriving, independent oil and natural gas producer operating in the Gulf of Mexico, the second-largest producing basin in the U.S. for nearly four decades.ABOUT OUR EMPLOYEES: We have built a team of talented and collaborative individuals who are committed...

  • Account Liaison

    17 hours ago


    Houston, United States URS Medical Full time

    Job DescriptionJob DescriptionPediatric Home Service is a leader in home health care, we are committed to taking care of the child! PHS has been committed to providing state-of-the-art home medical equipment, supplies, clinical respiratory care and enteral nutrition services since 1987. We are seeking a full time, experienced Account Liaison who will play a...

  • Community Liaison

    3 days ago


    Houston, United States City of Houston, TX Full time

    **POSITION OVERVIEW**: **Applications accepted from: ALL PERSONS INTERESTED** **Division**: MAYOR’S ASSISTANCE OFFICE **Workdays & Hours**: M-F 8AM - 5PM* - Some nights and weekends required. Subject to change. **ABOUT US** - The City of Houston Department of Neighborhoods (DON) is dedicated to improving the quality of life in Houston neighborhoods...


  • San Antonio, TX, United States San Antonio Rehabilitation Hospital Full time

    5k Sign On Bonus! The Clinical Liaison acts as a coordinator between internal and external referral sources, and the acute inpatient rehabilitation operations. The Clinical Liaison will ensure appropriate patient placement through clinical screenings and assessments in collaboration with both hospital Case Coordination and the Inpatient Rehabilitation...

  • Physician Liaison

    4 weeks ago


    Houston, United States Airrosti Full time

    The Physician Liaison, known internally as Physician Relations Manager, position is a high-profile role responsible for developing key stakeholder market relationships and implementing healthcare provider engagement activities that support the growth of our practices. Activities will include working as a liaison to target and build collaborative...

  • Community Liaison

    2 weeks ago


    Houston, United States Bell Tech Career Institute, Inc. Full time

    Position Summary: The Community Liaison is responsible for interaction in the community and promoting company services. He/She reports to the Administrator. Qualifications: Baccalaureate degree preferred. 1 year of experience in community relations or in a health-related field preferred. Experience in working with professional and non-professional personnel...


  • Houston, United States W&T Offshore, Inc. Full time

    Job DescriptionJob DescriptionTITLE: Accounting Clerk III ABOUT THE COMPANY: W&T Offshore, Inc. (NYSE: WTI) is a thriving, independent oil and natural gas producer operating in the Gulf of Mexico, the second-largest producing basin in the U.S. for nearly four decades.ABOUT OUR EMPLOYEES: We have built a team of talented and collaborative individuals who are...

  • Clinical Liaison

    1 month ago


    Houston, United States Adaptive Home Health Full time

    Adaptive Home Health is looking for a Clinical Liaison to join our fast-growing team. We service patients throughout the greater Houston metroplex. We are an entirely **nurse-driven** organization. Our clinical staff are quality, experienced, well-paid nurses that are compassionate and reliable. We’re looking for an independent and self-driven individual...


  • Houston, United States Shriners Children's Full time

    Shriners Children’s is a family that respects, supports, and values each other. We are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity,...


  • Houston, United States Texas Regional Physicians Full time

    Description: Texas Regional Clinic & Regenerative Medicine is a safe, reliable, state of the art medical office with the benefits of convenient parking, expedited registration, and a dedicated staff of knowledgeable healthcare professionals. TRC offers a broad range of specialties ranging from pain management to aesthetics. Working with a diverse team of...


  • Houston, United States Memorial Hermann Health System Full time

    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...


  • San Antonio, TX, United States San Antonio Rehabilitation Hospital Full time

    $5k Sign On Bonus! Position Summary: The Clinical Liaison acts as a coordinator between internal and external referral sources, and the acute inpatient rehabilitation operations. The Clinical Liaison is responsible for establishing relationships with case coordinators, physicians, payors, and other referral sources. The Clinical Liaison will ensure...


  • Houston, United States HCA Healthcare Full time

    Description IntroductionDo you have the career opportunities as a Clinical Liaison LPN you want with your current employer? We have an exciting opportunity for you to join HCA Houston Healthcare at Home which is part of the nations leading provider of healthcare services, HCA Healthcare.BenefitsHCA Houston Healthcare at Home, offers a total rewards package...