Manager of Service Coordination and Patient Advocacy

UT Southwestern Medical Center • Dallas, TX

3d

About The Position

This position collaborates with the clinical team, staff, and leaders to promote a patient-centric culture across the continuum of care at UT Southwestern, aligned with the organization's mission and strategic objectives. The role supports a healthy environment for patients, visitors, and the community, and partners with staff and leaders to provide an integrated patient and community experience based on exceptional customer service.

The manager advocates for patients, families, and visitors; works with university and hospital services to address patient concerns; supports patient experience initiatives; and helps staff respond to and resolve complaints. The position requires after-hours and weekend coverage and is security-sensitive, subject to Texas Education Code 51.215.

Requirements

• Bachelor's degree in nursing or an appropriate field.
• Three years of experience in healthcare leadership.
• Current Texas or BNE Compact State Registered Nurse (RN) licensure upon hire.

Nice To Haves

• Master's degree.

Responsibilities

• Supports positive relations between patients, families, the clinical team, ambulatory services, and staff by promoting a patient-centric culture across the UT Southwestern continuum of care.
• Recommends improvements and innovative methods to enhance the patient experience while incorporating the needs of all patient populations.
• Serves as a hospital liaison to the Patient Assistance Office (PAO), Risk Management, and Patient Liaison Services (PLS).
• Interacts with and advocates for patients, families, and visitors.
• Assists with planning and facilitating patient admissions and rounds on patients as assigned.
• Models expected customer service behaviors and practices.
• Accesses patient medical records for review and investigational purposes.
• Demonstrates compassion, sensitivity, and professionalism when working with patients and visitors.
• Assists with visitors, events, and tours scheduled at University Hospital.
• Partners with unit and departmental leadership to respond to patient complaints, coach staff, and resolve concerns.
• Collaborates with patient experience committees, workgroups, and teams.
• Provides after-hours and weekend coverage.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage.
• 100% coverage for preventive healthcare with no copay.
• Paid time off available day one.
• Retirement programs through the Teacher Retirement System of Texas (TRS).
• Paid parental leave benefit.
• Wellness programs.
• Tuition reimbursement.
• Public Service Loan Forgiveness (PSLF) qualified employer.
• Competitive and comprehensive benefits package, including healthcare and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager