Patient Relations Specialist - Dunn Behavioral Sciences Center/HCPC at UTHealth Houston at UTHealth in Houston, Texas

Job Description:

What we do here changes the world. UTHealth Houston is Texas' resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That's where you come in.

Once you join us you won't want to leave. It's because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you'd expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time - all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you'll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees' wellbeing is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Position Summary:

Serves as a customer service liaison and facilitator between the patient, family, staff, and management to help foster and improve an excellent patient experience. Responsible for promoting high patient satisfaction and timely effective communication are key focus areas. Provides administrative/professional skills in supporting the Patient Relations and Service Excellence functions of the hospital.

Location: Dunn Behavioral Sciences Center/HCPC at UTHealth Houston

Dept.: BSC Quality

Status: Full-Time

FLSA: Exempt

Position Key Accountabilities:

Responsible for collaborating proactively with the patient, family, and treatment team to resolve concerns prior to them becoming grievances. Escalates concerns that cannot be resolved to the Manager of Patient Relations and Service Excellence.

Investigates patient complaints, grievances and concerns received by the hospital, including chart review and patient/staff interviews. Drafts written responses based on investigation findings.

Ensures clients and families are informed of rights and hospital procedures for reporting compliments/complaints.

Distributes and collects patient satisfaction surveys to patients as they discharge. Monitors Press Ganey patient satisfaction scores and provides feedback to physicians and staff on their level of performance.

Enters data and assists with reports as assigned related to patient relations and performance improvement.

Makes routine decisions regarding how to best handle customer inquiries, complaints and grievances.

Provides assistance to help patients and families navigate through the mental health system.

Models effective communication and problem resolution skills.

Performs other duties as assigned.

Certification/Skills:

LCSW- License Clinical Social Worker preferred or
RN - Registered Nurse - State Licensure and/or Compact State Licensure preferred or
Licensed Master Social Worker (LMSW) preferred or
LPC-Licensed Professional Counselor preferred.

Minimum Education:

Bachelor's Degree in a related field required.
Bachelor's Degree in nursing and behavioral sciences preferred.
Master's Degree in a related field preferred.

Minimum Experience:

Two (2) years directly related experience in a healthcare environment required.
Two (2) years of direct experience with patient relations/healthcare-base initiatives preferred.

Physical Requirements:

Exerts up to 50 pounds of force occasionally and/or up to 20 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.

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