{"id":1662085,"url":"https://alion.io/job/houston-methodist-sr-patient-liaison","title":"Sr Patient Liaison","company":{"id":11892,"name":"Houston Methodist","domain":"houstonmethodist.org","url":"https://alion.io/company/houstonmethodist","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":131,"ghost_share":0,"stale_share":0.794,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Legal","role_family":"Legal","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Willowbrook, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":91000,"max_usd":211000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2113},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-06-23T00:00:00Z","employer_posted_date":"2026-06-23","last_verified_at":"2026-10-28T23:35:54Z","board_verified":true,"closed_at":null,"days_open":128,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":127},"description":"Houston Methodist Willowbrook Hospital : [Monday - Friday]At Houston Methodist, the Sr Patient Liaison position is responsible for acting as advocate for patient issues effectively and participates in the resolution of problems and communication of procedures, services, etc. to maximize patient and family satisfaction. As a Patient Liaison with extensive experience in patient advocacy, problem-solving, and customer service, this Sr position serves as a subject matter expert and liaises between Houston Methodist administration and patients, physicians, and other hospital personnel capable of handling complex patient relations, ensuring a satisfying hospital experience for patients from admission through discharge. This position receives grievances, complaints, and concerns from patients, their families and others; works with patients and families along with department management for resolution in accordance with HM grievance policy and regulatory guidelines. The Sr Patient Liaison position enables patients and their families to obtain solutions to problems by acting on their behalf and serves as Rights Protection Officers for Psychiatry according to the Texas Department of Health regulations as appropriate. This position assists in training new Patient Liaisons.\n\nFLSA STATUS\nExempt\nQUALIFICATIONS\nEDUCATION\n Bachelor’s degree \n Business, healthcare administration or related field preferred \nEXPERIENCE\n Five years experience performing patient liaison duties \nLICENSES AND CERTIFICATIONS\nPreferred\nBLS - Basic Life Support or Instructor (AHA) \nSKILLS AND ABILITIES\nDemonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations \nSufficient 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 \nAbility 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 \nStrong knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports \nAbility to solve complex patient relations issues independently \nStrong knowledge of medical ethics and legal issues, including, Advance Directives, Ethics Committee, and the Patient Bill of Rights, as well as federal and state law and DET NORSKE VERITAS (DNV) standards \nMust be able to work with people of various age groups and cultural backgrounds \nAbility to accurately document information and maintain records \nMust have expert problem resolution and crisis management skills \nCritical thinking, problem-solving, and mature judgment \nAbility to make educational “customer service” presentations to assigned patient units to help increase patient satisfaction on the units \nIntermediate to advanced knowledge of medical terminology \nStrong level of computer competency - Microsoft Office Suite, and knowledge of health care information systems \nESSENTIAL FUNCTIONS\nPEOPLE ESSENTIAL FUNCTIONS\nMeet all new patients. Interacts with patients, families and visitors, providing support and problem solving. Directs patients and/or families to appropriate resources when specific requests are made \nCommunicates directly with department heads, their designee and/or administrative staff regarding specific problems and trends in service \nServes as the subject matter expert and communication liaison, role modeling the use of efficient and effective communication, which includes active listening and teaching, to establish and maintain a team environment, and to include the patient and family as a part of the team regarding their plan of care \nInitiates contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability. \nSERVICE ESSENTIAL FUNCTIONS\nIndependently handles resolution of complex problems and issues and serves as a resource/mentor to less experienced staff \nParticipates in decision-making related to the continuation or completion of treatment, particular to the end-of-life, including the appropriate application of policies regarding informed consent, capacity/competency, confidentiality, procuring and donating organs/tissue, and mechanisms protecting patients and their rights \nEnsures adequate closure to patient issues through thorough and prompt follow-up facilitating the resolution of problems to the satisfaction of the patient and HM \nReceives escalations of complaints or conflict with the interests of patients, families, physicians and other inter-professional health care team members. Drives department service standards and activities to improve department score for patient satisfaction, through role modeling and fostering accountability \nQUALITY/SAFETY ESSENTIAL FUNCTIONS\nIdentifies concerns and works with the leadership team on behalf of the patient to investigate and resolve identified issues. Follows up with patients/families as necessary to assess the resolution of issues. Receives feedback from the patient population served; analyzes the feedback with appropriate service department involvement, according to the HM grievance policy and appropriate regulatory guidelines \nAnalyzes findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocate \nDocuments results of patient interview, obstacles to delivery of services, grievances, complaints and compliments in appropriate database. When appropriate, initiates a corrective action and send to unit management for investigation and resolution \nFINANCE ESSENTIAL FUNCTIONS\nIdentifies cost savings or revenue opportunities within the department and Houston Methodist \nUtilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed \nGROWTH/INNOVATION ESSENTIAL FUNCTIONS\nStays up-to-date on all federal, state and organizational policies and ensures that all members of the department are fully trained and compliant. Serves on hospital committees as an inter-professional team member that creates and executes mission-driven events. Proactively and independently problem solves when challenges present themselves \nIdentifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis \nSUPPLEMENTAL REQUIREMENTS\n WORK ATTIREUniform: No \nScrubs: No \nBusiness professional: Yes \nOther (department approved): No \nON-CALL*\n*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.\nOn Call* Yes \nTRAVEL**\n**Travel specifications may vary by department**\nMay require travel within the Houston Metropolitan area No \nMay require travel outside Houston Metropolitan area No \n\nWork Shift:\n1 - Day (United States of America)\n\nJob Category:\nNon-clinical\n\nHouston Methodist Willowbrook Hospital is a Magnet-recognized, not-for-profit, faith-based hospital that serves the growing Northwest Houston community. We are committed to providing quality, cost-effective health care in a compassionate environment for a full range of services, including emergency care, cardiology, orthopedics and sports medicine, comprehensive women’s services, neurology and neurosurgery, oncology, and primary and general medicine.\nHouston Methodist is an Equal Opportunity Employer.","description_format":"text","description_chars":7793,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Professional Services","Hospitals & Health Systems"],"lifecycle":[{"event":"open","at":"2026-10-02T04:06:40Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.412,"p_room":0.28,"age_days":127,"expected_fill_days":38,"reasons":["conf:17","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/houston-methodist-sr-patient-liaison","json_url":"https://alion.io/job/houston-methodist-sr-patient-liaison.json","meta":{"generated_at":"2026-10-29T01:36:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2390,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":11892},"rest":"https://alion.io/mcp/rest/get_company?id=11892"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhouston-methodist-sr-patient-liaison"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhouston-methodist-sr-patient-liaison"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhouston-methodist-sr-patient-liaison"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/houston-methodist-sr-patient-liaison\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhouston-methodist-sr-patient-liaison"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1662085}},{"tool":"search_jobs","arguments":{"company":"houstonmethodist.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1662085},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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