Onsite Patient Experience & Resolution Specialist

Utmb; Galveston (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

UTMB Health seeks a dedicated patient rights investigator to handle patient/family complaints across UTMB Health settings, reviewing care provided and policy compliance. The role involves mediating disputes, coordinating with care teams and documenting outcomes.

The position requires a Bachelor's degree or equivalent with four years of experience in social services or clinical operations, and a strong commitment to resolving issues in a compassionate, professional manner.

Qualifications

• Bachelor’s degree or equivalent and four (4) years experience in social services, clinical care or clinical operations settings.
• Experience investigating patient complaints and resolving issues with patients, families and staff.

Responsibilities

• Investigate patient complaints, de-escalate conflicts and mediate disputes with faculty and staff.
• Complete case investigations including issue clarification, medical record review, policy and procedure review and interviews.
• Provide assistance to patients, families and staff to reach satisfactory resolutions.
• Pursue resolution at the most appropriate level within the organization with broad stakeholder interaction.
• Manage a large caseload requiring thorough follow-up and handling sensitive information.
• Prepare formal written responses and maintain departmental records for tracking.
• Initiate corrective actions to improve patient experience and contribute to policy changes.

Job description

UTMB Health seeks a dedicated patient rights investigator to handle patient/family complaints across UTMB Health settings, reviewing care provided and policy compliance. The role involves mediating disputes, coordinating with care teams and documenting outcomes.

The position requires a Bachelor's degree or equivalent with four years of experience in social services or clinical operations, and a strong commitment to resolving issues in a compassionate, professional manner.