Jennifer Flutsch-Narvaez

• Responsible for acting as an executive liaison for Houston Methodist Board Members, Executives, their families, Platinum patients, Young President Organization (YPO), Women President Organization (WPO), government officials and any patients referred by these groups to ensure the highest quality and satisfaction as a patient advocate, this position enables patients and their families to obtain solutions to problems by acting on their behalf.
• The Executive Patient Liaison position provides clinical updates, summaries, reports and data to Executives, as appropriate, and takes 24-hour call.
• The Executive Patient Liaison position is a senior level position, representing Houston Methodist at various community and Board functions and has extensive experience in patient advocacy, problem-solving, and customer service
• This position must be capable of handling complex patient relations independently and maintain patient privacy and preferences.
• Role models to staff 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. 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.
• Identifies 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.
• Reviews defined population's medical records and allocates appropriate staff and resources accordingly. Leads initiatives to improve quality and safety scores, through peer-to-peer accountability, identifying solutions by collaborating with the interprofessional team.
• Role models situational awareness, using teachable moments to improve safety.
• Promotes Houston Methodist services and physicians by continuously keeping up to date with Houston Methodist medical innovations, Centers of Excellence services and offerings.
• Completes assigned projects as delegated by HM Executive leadership.
• Partners with HM Foundation and develops strategies to attract additional donors.
• Represents Houston Methodist at various community and Board functions.
• Seeks opportunities to identify self-development needs and takes appropriate action.

Facilitated to international/platinum patient to give them a fast and seamless Houston Methodist experience

As a dedicated facilitator for international/platinum patients, my role was to ensure that every aspect of their care experience was smooth and hassle-free. I provided concierge medicine services, arranging appointments and meeting their specific needs, ensuring their comfort and satisfaction.

As a liaison between patients, family members, and all hospital departments, I served as a single point of contact, ensuring that their questions were answered and their concerns were addressed. I performed daily rounds on outpatients and inpatients, ensuring that their needs are met in a timely manner, by proactively assisting them.

The key to providing a seamless experience for international/platinum patients was coordinating with various departments. I worked closely with department leaders, hospital administration, and staff to create customized plans of care tailored to each patient's unique needs. By communicating effectively, I was able to facilitate access to services and prioritize the needs of these specialized patients.

Building strong relationships with physicians and their offices was crucial in optimizing the operational flow for platinum patients. I collaborated with physicians' offices to streamline processes and ensure efficient communication. This partnership allowed us to maximize the availability of appointments and prioritize the needs of our international/platinum patients.

In addition to clinical responsibilities, I partnered with the Marketing, Business Development, and Wellness Departments in the development of partnership programs. This collaboration enabled us to create value-added services and unique offerings for our international/platinum patients, providing them with a further enhanced care experience.

In summary, as a facilitator for international/platinum patients, I provided concierge services, facilitated communication, coordinated care plans, and fostered strong relationships with physicians and their offices. By prioritizing their needs and optimizing their care experience, I aimed to deliver a fast, seamless, and exceptional Houston Methodist experience to these highly valued patients.

Provided in-person interpretation between health care personal and patients/ family members.

As an interpreter, I have diligently fulfilled the role of facilitating effective communication between healthcare professionals and patients/family members. Whether it was during doctor's appointments, emergencies, or procedures, I ensured that all parties involved understood each other clearly. By maintaining a professional demeanor and providing accurate translations, I contributed to the overall quality of care and patient satisfaction.

In addition to providing in-person interpretation, I have also translated medical documents. This includes translating medical records, discharge summaries, consent forms, and other important documents from English to Spanish, or vice versa. Accurate translation of medical terminology is of utmost importance, and my attention to detail ensured that the translated documents conveyed the intended meaning accurately.

Assisted with the development of the Language Line Call Center at Harris Health Call.

At the Language Line Call Center at Harris Health Call, I played a significant role in enhancing language services for patients. I collaborated with team members to develop and establish protocols for language interpretation and translation services. This involved ensuring that the call center had the necessary resources, including qualified interpreters, to handle diverse language requirements. By advocating for improved language services and advocating for the unique needs of patients, I helped create a more inclusive healthcare environment.

As a healthcare professional specializing in providing care for special need and disabled pediatric patients, my role involves diagnosing and non-surgically treating chronic illnesses, as well as coordinating community outreach programs and strategic planning.

One of the primary responsibilities of my role is the accurate diagnosis of chronic illnesses in pediatric patients. This involves conducting thorough physical examinations, reviewing medical records, and ordering appropriate diagnostic tests such as blood work, imaging studies, and laboratory tests. By assessing the symptoms, medical history, and physical examination findings, I am able to determine the underlying cause of the illnesses and develop an appropriate treatment plan.

Once the diagnosis of a chronic illness is made, my role involves providing non-surgical treatment to manage and improve the child's health. This may include medication therapy, physical therapy, occupational therapy, speech therapy, nutritional counseling, and counseling for families. As a healthcare professional, I collaborate with a team of specialists, including pediatricians, psychologists, social workers, and educators, to develop a comprehensive care plan that addresses the unique needs of each child.

In addition to diagnosing and treating chronic illnesses, I am actively involved in coordinating community outreach programs. These programs aim to raise awareness and provide support to underserved communities, with a focus on special need and disabled pediatric patients. I collaborate with community organizations, schools, and government agencies to develop and implement programs that address issues such as access to healthcare resources, educational support, and advocacy for special needs children.

In addition to coordinating community outreach programs, I am involved in strategic planning to identify different approaches and best practices to serve underserved communities. This involves conducting research, analyzing data, and collaborating with other professionals to identify gaps and disparities in healthcare services. By implementing strategic plans, we can ensure the provision of equitable and high-quality healthcare for all pediatric patients, regardless of their socioeconomic status or location.

As a healthcare Director, I oversee the thirty-four staff members under my supervision. This includes managing their timecards, payroll, personal time off, and scheduling. I ensure that all staff members are properly trained and equipped to provide quality healthcare to the patients we serve. Additionally, I provide guidance, mentorship, and support to ensure a positive and collaborative work environment.