At Houston Methodist, the Patient Relations Representative position is responsible for serving as a liaison between patient/family members, all hospital departments and administration. This position acts professionally to identify and resolve problems as expressed by patients ensuring the receive care in a humane manner for all the services and care to which he/she is entitled. The Patient Relations Representative position maintains the required complaint and grievance documentation and logs them timely and appropriately and interacts with leadership to obtain necessary information to comply with the grievance policy and state requirements. The position is visible in the hospital by providing daily rounds, responding to leadership requests specific to patient requests if called upon, assisting in resolution of complaints or concerns timely and effective, maintains excellent communication skills and participates on hospital/System committees as requested, as well Methodist Experience initiatives.PEOPLE ESSENTIAL FUNCTIONS
Acts in the patients' behalf in response to increase patient satisfaction scores by reporting their appreciation, comments, concerns, and/or problems.
Works tactfully to identify and resolve problems as expressed by patients and ensures that each patient receives all the services and care to which patient is entitled.
Communicates directly with department heads, their designee and/or administrative staff regarding specific problems and trends in service.
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
Assists in developing and maintaining an effective system of documentation for complaints and/or grievances.
Conducts patient care rounds in the emergency room for purposes of improving the Methodist Experience.
Intervenes in complaints or conflict with the interests of patients, families, physicians and other interprofessional health care team members to increase patient satisfaction scores.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Maintains confidentiality of all patient, hospital or physician information. Responds to all grievances according to the HM grievance policy and appropriate regulatory guidelines.
Documents obstacles to delivery of services, grievances, complaints and compliments in appropriate database. When appropriate, initiates a corrective action and sends to management for investigation and resolution.
FINANCE ESSENTIAL FUNCTIONS
Identifies cost savings or revenue opportunities.
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 on hospital efforts/committees to improve patient satisfaction and the overall Methodist Experience.
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
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
WORK EXPERIENCE
Customer service experience preferred
LICENSES AND CERTIFICATIONS - REQUIRED
N/A
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 be able to work with people of various age groups and cultural backgrounds
Ability to accurately document information and maintain records
Excellent ability to build and sustain interpersonal relationships
Knowledge of and interprets the institution's philosophy, policies, procedures and services to patients, their families and visitors
Basic level of computer competency - Microsoft Office Suite, and knowledge of health care information systems
SUPPLEMENTAL REQUIREMENTSWORK ATTIRE
Uniform No
Scrubs No
Business professional Yes
Other (department approved) No
ON-CALLNote that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
On Call Yes
TRAVELTravel specifications may vary by department
May require travel within the Houston Metropolitan area No
May require travel outside Houston Metropolitan area No
Company Profile:Houston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, service and innovation. The growing campus offers 253 beds and access to the most innovative medical and surgical care available, including cardiology and cardiovascular surgery; neurology and neurosurgery; comprehensive cancer care; orthopedics and sports medicine; gastroenterology; bariatrics; childbirth center with level III NICU; emergency care; and advanced imaging.Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.Equal Employment OpportunityHouston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.Houston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.