Patient Experience Specialist I - TMC Orthopedics (Finance)
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 liaison between patients, patient families, and other visitors to UT Physicians by determining their needs and directing them accordingly.
Position Key Accountabilities:
1. Focuses on patient experience and the implementation of strategies to increase patient satisfaction and improve Patient and Family Centered Care.
2. Communicates patient's questions, complaints, problems and concerns to appropriate staff members.
3. Explains policies and procedures to patients and refers them to the proper services.
4. Assists with management follow-up and communication related to patient grievances/concerns.
5. Investigates and documents the patient's concerns and works with clinical and support staff to coordinate a response to the patient.
6. Assists in developing and implementing patient and family-centered care and patient experience best practice strategies and culture.
7. Provides a high level of quality care and services for patients by coordinating and communicating operational procedures to staff and various department.
8. Assists in collecting, tracking, and analyzing service excellence trends for improving processes, efficiency, practices, and optimizing service outcomes.
9. Facilitates patient and family meetings by helping managers and providers navigate the complaint management process.
10. Assists with developing and implementing alternatives by anticipating potential problems or difficult situations.
11. Performs other duties as assigned.
Certification/Skills:
• Exhibits the ability to learn, and apply new skills
• Sets priorities and handles conflicting requirements effectively
• Effectively builds and maintains working relationships with all levels of employees
• Communicates clearly and concisely verbally, and in written form
• Uses active skills and resources efficiently
• Proficient in Microsoft Office (including Outlook, Word, Excel, and PowerPoint), databases, and internet
Minimum Education:
High school diploma or equivalent.
Minimum Experience:
One year of experience in customer service, patient relations/advocacy or related field. May substitute required experience with equivalent years of education beyond the minimum education requirement.
Physical Requirements:
Exerts up to 20 pounds of force occasionally and/or up to 10 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.
