Patient Relations Rep II - TMC

Memorial Hermann Health System

4d • Onsite

About The Position

The Patient Relations Representative II acts as a liaison between patients and families and the hospital, working through management and administrative staff to provide a channel for addressing concerns, issues, and unmet expectations. The role helps patients and families interpret hospital policies and procedures and actively works to resolve identified problems.

As a first point of contact for patients, families, and visitors, the representative serves as a trusted resource and advocate throughout the hospital experience. The position responds to concerns, partners with clinical and support teams, and helps foster a safe, compassionate, and positive environment. It requires excellent communication, sound judgment, and the ability to remain calm and professional when managing challenging situations.

The position is located at TMC/Children's Hospital, 6411 Fannin, Houston, Texas, and works day shift.

Requirements

• High school diploma or GED; listed as preferred.
• Three to five years of healthcare experience involving problem solving and high customer contact.
• Excellent communication, sound judgment, and the ability to remain calm and professional while managing challenging situations.
• Desired skills include customer service, patient advocacy, conflict resolution, de-escalation, communication, active listening, problem-solving, relationship building, teamwork, professionalism, time management, and adaptability.

Nice To Haves

• High school diploma or GED is listed as preferred.

Responsibilities

• Serve as a designated liaison among patients, families, hospital staff, and physicians to resolve patient concerns.
• Interpret and explain policies and procedures that affect patients' care and treatment.
• Investigate and actively seek resolution to difficult problems and concerns raised by patients and families.
• Help ensure safe care for patients, staff, and visitors, and follow Memorial Hermann policies, procedures, and standards, including budgetary specifications for time management, supply management, productivity, and service quality.
• Support professional growth and development by meeting mandatory and continuing education and skills competency requirements.
• Support department-based goals that contribute to organizational success; serve as a preceptor, mentor, and resource to less experienced staff.
• Create compassionate and personalized experiences for members of the community and model Memorial Hermann service standards by providing safe, caring, personalized, and efficient experiences to patients and colleagues.
• Perform other duties as assigned.

What This Job Offers

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