JOB SUMMARY

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.

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 30%

• Acts in the patients' behalf in response to increase patient satisfaction scores by reporting their appreciation, comments, concerns, and/or problems. (EF)
• 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. (EF)
• Communicates directly with department heads, their designee and/or administrative staff regarding specific problems and trends in service. (EF)
• 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. (EF)

SERVICE - 30%

• Assists in developing and maintaining an effective system of documentation for complaints and/or grievances. (EF)
• Conducts patient care rounds in the emergency room for purposes of improving the Methodist Experience. (EF)
• Intervenes in complaints or conflict with the interests of patients, families, physicians and other interprofessional health care team members to increase patient satisfaction scores. (EF)

QUALITY/SAFETY - 25%

• Maintains confidentiality of all patient, hospital or physician information. Responds to all grievances according to the HM grievance policy and appropriate regulatory guidelines. (EF)
• 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. (EF)

FINANCE - 5%

• Identifies cost savings or revenue opportunities. (EF)
• 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. (EF)

GROWTH/INNOVATION - 10%

• Participates on hospital efforts/committees to improve patient satisfaction and the overall Methodist Experience. (EF)
• 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. (EF)

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 REQUIREMENTS

o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE REQUIREMENTS

o Customer service experience preferred

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED

o None

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

o 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

o 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

o Must be able to work with people of various age groups and cultural backgrounds

o Ability to accurately document information and maintain records

o Excellent ability to build and sustain interpersonal relationships

o Knowledge of and interprets the institution's philosophy, policies, procedures and services to patients, their families and visitors

o Basic level of computer competency – Microsoft Office Suite, and knowledge of health care information systems

SUPPLEMENTAL REQUIREMENTS

Work Attire Yes/No

Uniform No

Scrubs No

Business professional Yes

Other (dept approved) No

On-Call* Yes, as required by entity/department for operational need

Travel**

May require travel within No

Houston Metropolitan area

May require travel outside No

of Houston Metropolitan area

**Travel specifications may vary by department.

Please note any other special considerations to this job: _________________________