Patient Representative II - Galveston Patient Services (Onsite)

University of Texas Medical Branch (UTMB)•League City, TX

69d•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.