Patient Relations Rep III - The Woodlands

Memorial Hermann Health System•The Woodlands, TX

2d•Onsite

About The Position

The Patient Relations Rep III at Memorial Hermann The Woodlands is a highly visible, patient-facing role that serves as an advocate and liaison between patients, families, physicians, and hospital staff. On a typical day, this individual will round on patients, respond to concerns through in-person conversations, phone calls, emails, and other channels, clarify miscommunications, and help navigate escalated or emotionally charged situations. The role requires someone who can work independently, communicate confidently with everyone from patients to physicians, and remain calm and professional when faced with frustration or difficult conversations. Success requires strong healthcare knowledge, sound judgment, empathy, resilience, and the ability to recognize when an issue can be resolved independently versus when it needs to be escalated.

Requirements

Associates Degree or 3 years related experience
Five (5) years health care experience involving problem solving and high customer contact
Hospital/healthcare experience with knowledge of the healthcare environment
Strong communication, patient advocacy, and relationship-building skills
Proven ability to de-escalate concerns and navigate difficult or sensitive conversations
Independent, resourceful, and able to exercise sound judgment when resolving or escalating concerns
Professional, resilient, and composed in high-pressure situations

Nice To Haves

bilingual English/Spanish preferred

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.
Assist with the orientation and training of new employees.
Provides interpreter services as needed.
Ensures safe care to patients, staff 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.