Concierge Care - TMC/Children's

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Clinical Liaison, Concierge Care

Location: TMC/Children's Hospital

Address: 6411 Fannin, Houston, TX 77030

Desired Skills

• Exceptional communication and professional presence
• High-touch service experience with VIPs/C-suite
• Discretion, confidentiality, and trustworthiness
• Ability to read the room and anticipate needs
• Detail-oriented with strong follow-through
• High responsiveness and flexibility
• Resourceful and persistent problem-solving

Minimum Qualifications

Education: Bachelors degree; Masters degree in counseling preferred

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• Excellent organizational, time management and communication skills with which to facilitate effective meetings

• Ability to multi-task, prioritize tasks, give attention to detail, and meet deadline

• Desire and ability to work independently with little or no supervision, demonstrating excellent critical thinking skills when making decisions

• Knowledge of multiple software programs including but not limited to MS Office, Excel and PowerPoint

Principal Accountabilities

• Serve as patient and referring physician advocate, assisting patients and families navigate the complexities of a healthcare system encounter.

• Coordinates comprehensive navigation plan for inbound patients prior to admission, during their stay, and following discharge

• Provides families with detailed verbal and written information regarding hospital and unit. Disseminate educational information regarding patients diagnosis and treatment

• Develops pre-admission and post-discharge communication process for families and their primary care physicians, to ensure high quality continuity of care

• Facilitates/improves communication between medical/nursing staff and families.

• Participates in CPAC support groups to obtain critical feedback and improve processes for hospital/clinic transition

• Partners with Patient Liaison personnel to ensure high quality patient experience during inpatient admissions

• Serves as patient/family advocate.

• Provides psychosocial support, crisis intervention, and counseling (individual and/or group) to patients, families, and staff.

• Facilitates end-of-life issues with families, medical/nursing staff, Clinical Ethicist, and LifeGift coordinator.

• Designs and implement research studies/protocols to improve performance within the unit.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermanns service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.