Patient Experience & Resolution Specialist

Utmb; Webster (TX); Presencial; USD 60 000 - 90 000; Tempo integral

Resumo da oferta

UTMB Health in Texas seeks a Patient Services professional to investigate patient complaints and coordinate resolution efforts across care teams. You will assess cases, review records, and conduct interviews to ensure fair handling of issues.

The role involves assisting patients, families, and staff, handling a large caseload, and initiating improvements across policy, quality and safety domains. Strong communication is essential.

Qualificações

• Bachelor’s degree or equivalent and four (4) years experience in social services, clinical care or clinical operations settings including advising patients or customers of their rights and assisting them with resolution to their issues.

Responsabilidades

• Investigate patient complaints and de-escalate potentially volatile patient/family interactions with faculty and staff.
• Complete case investigations including issue clarification, medical record review, policy and procedure review and conducting interviews with patients, families and staff.
• Provide assistance/support to patients, families and staff in contact with the Patient Services Department to achieve satisfactory resolution.
• Strive to achieve resolution of complaints at the most appropriate level within the organizational structure, requiring significant interaction at all levels.
• Manage a large caseload of patient inquiries with extensive follow-up, potentially highly sensitive in nature.
• Prepare formal written responses on behalf of UTMB Health and maintain departmental records to facilitate tracking and accountability.
• Initiate corrective action as appropriate to improve patient experience, including recommendations for policy and procedures, quality/safety improvements, or billing adjustments.
• Communicate effectively with patients, families and staff in written and verbal form.
• Coordinate and participate in patient/staff conferences to develop contracts for challenging and/or non-compliant patients.

Conhecimentos

Patient rights knowledge

Conflict resolution

Communication skills

Formação académica

Bachelor's degree or equivalent

4 years experience in social services/clinical care/clinical operations

Descrição da oferta de emprego

UTMB Health in Texas seeks a Patient Services professional to investigate patient complaints and coordinate resolution efforts across care teams. You will assess cases, review records, and conduct interviews to ensure fair handling of issues.

The role involves assisting patients, families, and staff, handling a large caseload, and initiating improvements across policy, quality and safety domains. Strong communication is essential.