Patient Representative II - CLC Patient Services (Onsite)
About The Position
The Patient Representative II provides an excellent patient and family experience by investigating complaints across UTMB Health settings. The role addresses concerns involving care provided by physicians and other healthcare professionals, potential liability, quality of care, hospital policies and procedures, and conflict resolution with challenging patients and families. The position investigates complaints, mediates complex disputes, and supports patients, families, and staff in seeking satisfactory resolutions. It conducts case investigations that may include clarifying issues, reviewing medical records and policies, and interviewing patients, families, and staff. The role also prepares formal written responses, maintains case records, recommends corrective actions and organizational improvements, and advises internal and external customers about patient rights and responsibilities.
Requirements
- Bachelor’s degree or equivalent.
- Four years of experience in social services, clinical care, or clinical operations settings.
- Experience advising patients or customers of their rights and assisting them with resolution of their issues.
Responsibilities
- Investigate patient complaints and mediate complex disputes, including de-escalating potentially volatile interactions between patients or families and faculty or 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.
- Seek resolution at the most appropriate level within the organizational structure and interact with stakeholders 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 action for individual complaints and organizational processes, including recommendations related to policies and procedures, quality and safety initiatives, billing adjustments, or other dispositions.
- Communicate professionally and effectively with patients, families, and staff, both verbally and in writing.
- Coordinate and participate in patient and staff conferences, as negotiated with the care team, to develop contracts for challenging or non-compliant patients.
- Advise internal and external customers on patient rights and responsibilities, including Advance Directives and DNR wristbands.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
