Patient Representative II - Galveston Patient Services (Onsite)

UTMB Health•Galveston, TX

2d•Onsite

About The Position

The Patient Representative II provides an excellent patient and family experience by investigating complaints across UTMB Health settings. This includes concerns about care provided by physicians and other healthcare professionals, potential liability, quality of care, and hospital policies and procedures. The role involves extensive conflict resolution with patients and families, including challenging interactions.

Requirements

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

Responsibilities

Investigate patient complaints, mediate complex disputes, and de-escalate potentially volatile interactions among patients, families, faculty, and staff.
Conduct case investigations, including clarifying issues, reviewing medical records and policies and procedures, and interviewing patients, families, and staff.
Assist and support patients, families, and staff who contact the Patient Services Department, working toward satisfactory resolution whenever possible.
Resolve complaints at the most appropriate level of the organization, interacting significantly with people at all levels.
Manage a large caseload of patient inquiries requiring extensive follow-up, including highly sensitive matters.
Prepare formal written responses on behalf of UTMB Health and maintain departmental records for tracking and accountability.
Initiate corrective actions for individual complaints and organizational processes, including recommendations related to policies and procedures, quality and safety improvement initiatives, billing adjustments, or other dispositions.
Communicate effectively and professionally with patients, families, and staff in writing and verbally.
Coordinate and participate in patient/staff conferences, as negotiated with the care team, to develop contracts for challenging and/or non-compliant patients.
Serve as a resource for internal and external customers on interpreting patient rights and responsibilities, including information about Advance Directives and DNR wristbands.