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Patient Liaison

Job Ref: 27204

Talent Area: Professional

Houston Methodist Willowbrook Hospital
Houston, TX 77070

Area/Department: Service Quality

Employment Type: Regular

Job Type: Full-Time

Organization: Houston Methodist

Work Shift


Shift Varies

Work Week


Company Profile

Houston Methodist Willowbrook Hospital opened its doors to Northwest Houston in December 2000. In May 2010, a major expansion on the 52-acre campus doubled the size of the hospital, brining more expertise, more state-of-the-art technology and more specialized care to the community. With 251 licensed beds, 14 operating rooms and over 1,400 employees, Houston Methodist Willowbrook Hospital was specifically designed to provide comprehensive, personalized care for the community.

Job Summary


Effectively interprets and communicates the institution's philosophy, policies, procedures and services to patients, their families and visitors. Demonstrates the ability to serve as a liaison between patient/family members, all hospital departments and administration. Responds professionally to identify and resolve problems as expressed by patients and insurers that each patient receives and for all the services and care to which he/she is entitled. This position functions strictly as a liaison and does not participate in hands-on patient care.


1. Acts in the patients' behalf in response to increase patient satisfaction scores by reporting their appreciation, comments, concerns, and/or problems. 

2. Communicates directly with department heads, their designee and/or administrative staff regarding specific problems and trends in service. 

3. Assists in developing and maintaining an effective system of documentation. 

4. Ensures adequate closure to patient issues through thorough and prompt follow-up.

5. Maintains confidentiality of all patient, hospital or physician information by using discretion when discussing patient matters.

6. Demonstrates respect for patients as unique individuals by honoring diversity in the patient population. 

7. Does not allow social or ethnic differences to influence patient care or effective communication.

8. Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocate. 

9. Demonstrates the components of the ICARE values statement. Demonstrates ServicePRIDE Standards. 

10. Follows all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards. 

11. Performs other duties as assigned. 


Bachelor of Arts (BA)/Bachelor of Science (BS) Degree required with focus in Business or Healthcare Administration. 


3   years healthcare experience with focus on customer service preferred. 





WORKING : Normal office conditions. No significant physical effort required.  Travel within Methodist`s service area is necessary for interaction with geographically dispersed board members, physicians, and prospective donors. Minimal overnight travel will be required during the year for purposes of professional development and site visits to learn best practices. ¿

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of  race, color, religion, sex, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

VEVRAA Federal Contractor – priority referral Protected Veterans requested.