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 ModelDelivers personalized service using HM Service StandardsProvides 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 jobDisplays cultural humility, diversity, equity and inclusion principlesActively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities 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, etcCommunicates directly with department management, their designee and/or administrative staff regarding specific problems and trends in serviceInteracts 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 experienceConducts 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 solutionInterviews 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 providedEnsures adequate closure to patient issues through thorough and prompt follow-up facilitating the resolution of problems to the satisfaction of the patient and HMIntervenes 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 appropriateUtilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocateDocuments 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 MethodistUtilizes 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 FUNCTIONSParticipates in department projects and process improvement initiatives. Generates and communicates ideas and suggestions that improve quality or serviceSeeks 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. Qualifications EDUCATION
Bachelor's degree
WORK EXPERIENCE
Two years experience as a patient liaison or comparable health care/customer service/conflict resolution experience License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
N/A
LICENSES AND CERTIFICATIONS - PREFERRED
BLS - Basic Life Support (AHA) KSA/ Supplemental Data 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 evaluationsSufficient 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 securityAbility 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 principlesMust have excellent communications skills and be able to relate to patients, families, and across all hospital staff and managementMust be able to work with people of various age groups and cultural backgroundsAbility to accurately document information and maintain recordsMust have excellent problem resolution and crisis management skillsCritical thinking, problem-solving, and mature judgmentAbility to express ideas effectively both in speech and writingIntermediate level of computer competency - Microsoft Office Suite, and knowledge of health care information systems
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (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 NoMay require travel outside Houston Metropolitan area No Company Profile
Houston Methodist Clear Lake Hospital brings the expertise and compassionate care of Houston Methodist Hospital in The Texas Medical Center – a national Honor Roll hospital – to Bay Area communities. The hospital provides a broad spectrum of adult medical and surgical care, is an accredited chest pain center, and is also acute stroke-ready designated through DNV. Houston Methodist Clear Lake offers many inpatient and outpatient services including 3-D mammography and other state-of-the-art imaging, labor and delivery with a level II neonatal ICU, Cancer Center of Excellence, advanced laparoscopic surgery, comprehensive orthopedics and sports medicine, neurology, urology and otolaryngology. Also, Houston Methodist Clear Lake Hospital is honored to be the only hospital in the bay area to have a Grade A rating from Leapfrog Hospital Safety Grading.
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Houston Methodist is an Equal Opportunity Employer.
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