Patient Representative II - Galveston Patient Services (Onsite)

University of Texas Medical Branch (UTMB)•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. Investigations may involve 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 role provides support to patients, families, and staff; manages a large caseload of inquiries that may be highly sensitive and require extensive follow-up; and works toward resolution at the appropriate level within the organization. The representative prepares formal written responses on behalf of UTMB Health, maintains records for tracking and accountability, and initiates corrective actions or organizational improvements as appropriate.

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, mediate complex disputes, and de-escalate 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.
Resolve complaints at the most appropriate level within the organizational structure through interaction 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 appropriate corrective actions for individual complaints and organizational processes, including recommendations involving policies and procedures, quality and safety initiatives, billing adjustments, or other dispositions.
Communicate effectively and professionally, verbally and in writing, with patients, families, and staff.
Coordinate and participate in patient and staff conferences, as negotiated with the care team, to develop contracts for challenging 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.