Patient Representative II - Galveston Patient Services (Onsite)

The University of Texas Medical Branch; Galveston (TX); In loco; USD 52.000 - 70.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Case investigations

Conflict resolution

Communication skills

Interviews

Policy interpretation

Formazione

Bachelor’s degree or equivalent

Descrizione del lavoro

Required Education/ Experience

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.

Required Education/ Experience

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.

Job Description

To provide excellent patient/family experience by investigating patient/family complaints in all utmb Health settings which includes, care provided by physicians and other healthcare professionals, potential liability, quality of care, hospital policy and procedure, and extensive conflict resolution with challenging patients and families.

Job Functions

• Investigate patient complaints, mediates complex disputes and de-escalates potentially volatile patient/family interactions with faculty and staff.
• Complete case investigations which include issue clarification, medical record review, policy and procedure review and conducting interviews with patients, families and staff
• Responsible for providing assistance/support to patients, families and staff that are 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, which requires significant interaction at all levels.
• Manage large caseload of patient inquiries, which require extensive follow-up and may be of a highly sensitive nature.
• Achieve resolution of complaint/problem at the most appropriate level within the organizational structure.
• Prepares a formal written response on behalf of utmb Health and maintains departmental records to facilitate tracking and accountability.
• Initiates corrective action as appropriate (both for the individual complaint and at the organizational process level) to improve the utmb Health patient experience, which includes recommendations for utmb Health policy and procedures, quality and safety improvement initiatives, billing adjustments, or other final dispositions as indicated.
• Communicate effectively and professionally to both patient/families and staff with both written and verbal communication.
• Coordinates and participates in patient/staff conferences, as negotiated with the care team, to develop contracts for challenging and/or non-compliant patients.
• Act as a resource regarding interpretation to internal and external customers of patient rights and responsibilities which includes information regarding Advance Directives, DNR wristbands, etc.

Salary

Salary commensurate with experience

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.

Primary Location

United States-Texas-Galveston

Work Locations

0895 - Jennie Sealy Hospital

Job

Patient CareRegular

Shift

Standard

Employee Status

Non-Manager

Job Level

Day Shift

Job Posting

Oct 27, 2026, 2:07:27 PM