Patient Relations Rep II - TMC

Memorial Hermann Health System

2d • Onsite

About The Position

Position responsible for acting as liaison between patients/families and the hospital, through management/administrative staff, thus providing a specific channel through which patients can seek solutions to concerns, issues and unmet customer expectations. Assists patients in interpreting hospital policies and procedures and actively seeks resolution to identified problems and concerns of the patients/families.

The Patient Relations Representative is the first point of contact for patients, families, and visitors, serving as a trusted resource and advocate throughout their hospital experience. This role responds to concerns, helps resolve issues, explains hospital policies, and partners with clinical and support teams to ensure a safe, compassionate, and positive environment. Success in this role requires excellent communication, sound judgment, and the ability to remain calm and professional while managing challenging situations.

Requirements

• Three (3) to five (5) years health care experience involving problem solving and high customer contact.
• Customer service
• Patient advocacy
• Conflict resolution
• De-escalation
• Communication
• Active listening
• Problem-solving
• Relationship building
• Teamwork
• Professionalism
• Time management
• Adaptability

Responsibilities

• Serves as a designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns.
• Interprets and explains to patients and families, policies and procedures that affect his/her care and treatment.
• Investigates and actively seeks resolution to difficult problems and concerns identified by patients/families.
• Ensures safe care to patients, staffs and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED