Patient Experience & Resolution Specialist (Onsite)

The University of Texas Medical Branch; Galveston (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

The University of Texas Medical Branch (UTMB Health) in Galveston seeks a Patient Services Investigator to enhance the patient/family experience by thoroughly investigating complaints across UTMB Health settings, including clinical care and policy issues. The role focuses on resolving issues with physicians, staff, and care teams.

You will conduct case investigations, interview patients and staff, review records, and prepare formal written responses while maintaining departmental records for

Qualifications

• Bachelor’s degree or equivalent with four years of relevant social services, clinical care or clinical operations experience.
• Experience advising patients or customers of their rights and assisting them with issue resolution.
• Experience in social services, clinical care or clinical operations settings.

Responsibilities

• Investigate patient complaints, mediates complex disputes and de-escalates 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 satisfactory resolution whenever possible.
• Strive to achieve resolution of complaints at the most appropriate level within the organizational structure, requiring interaction at multiple levels.
• Manage large caseload of patient inquiries with extensive follow-up.

Skills

Case investigations

Conflict resolution

Communication skills

Interviews

Policy interpretation

Education

Bachelor’s degree or equivalent

Job description

The University of Texas Medical Branch (UTMB Health) in Galveston seeks a Patient Services Investigator to enhance the patient/family experience by thoroughly investigating complaints across UTMB Health settings, including clinical care and policy issues. The role focuses on resolving issues with physicians, staff, and care teams.

You will conduct case investigations, interview patients and staff, review records, and prepare formal written responses while maintaining departmental records for