Patient Relations Specialist - Dunn Behavioral Sciences Center/HCPC at UTHealth HoustonLocation: Houston, TexasHotCategory: Healthcare Support ServicesUTHealth Houston Behavioral Sciences CampusRequisition #: 240002CRWhat 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, families, regulatory/advocacy entities, and hospital staff to resolve concerns, complaints, and grievances. As such, it requires advocacy on behalf of patients regarding their rights and expectations regarding their care. Advocacy may require investigations into their concerns about their treatment, along with reporting findings and recommendations through appropriate channels. It also proactively works with teams to improve patient experiences and create an environment of service excellence.Location: Dunn Behavioral Sciences Center/HCPC at UTHealth HoustonDept.: BSC QualityStatus: Full-TimeFLSA: ExemptPosition Key Accountabilities:
Manages the resolution of concerns, complaints, and grievances through referrals and follow-upwith treatment teams and department leaders within the hospital. Escalates issues that requireimmediate attention or cannot be resolved.
Investigates patient rights and communicates findings to relevant parties, includingrecommendations for any necessary corrective actions.
Investigates allegations of abuse, neglect, and exploitation, as defined by Texas AdministrativeCode.
Communicates with the patient and/or family throughout the process, including findings andresolution of concerns.
Must become knowledgeable of regulatory requirements and standards of care, such as, Centersof Medicare & Medicaid Services and Health & Human Services
Utilizes crisis intervention, conflict resolution, and mediation skills to resolve issues.
Educates patients, families, and hospital staff regarding patient rights and regulatory standards.
Under the guidance of departmental leadership, assists teams across the hospital as they work toimprove the patient experience and create and sustain service excellence initiatives.
Responds to general inquiries from the community regarding services available in the communityand through the Behavioral Sciences Campus.
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. Excellent interpersonal and conflict resolution skills. Strong oral and written communication skills. Computer skills including word processing, spreadsheets, Internet and Intranet software, e-mail.Minimum Education:Bachelor's Degree in a related field requiredMay substitute required education with equivalent years of experience beyond the minimum experiencerequirement.Bachelor's Degree in nursing or behavioral sciences preferredMaster's Degree in a related field preferredMinimum 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 § 51.215Residency Requirement:Employees must permanently reside and work in the State of Texas.If you are looking for a great healthcare career in Houston, visithttp://go.uth.edu/careers!University of Texas Health Science Center at Houston (UTHealth)Established in 1972 by The University of Texas System Board of Regents, The University of Texas Health Science Center at Houston (UTHealth) is Houston’s Health University and Texas’ resource for health care education, innovation, scientific discovery and excellence in patient care. The most comprehensive academic health center in the UT System and the U.S. Gulf Coast region, UTHealth Houston is home to schools of biomedical informatics, biomedical sciences, dentistry, nursing and public health and the John P. and Kathrine G. McGovern Medical School. UTHealth Houston includes The University of Texas Harris County Psychiatric Center, as well as the growing clinical practices UT Physicians, UT Dentists and UT Health Services. The university’s primary teaching hospitals are Memorial Hermann-Texas Medical Center, Children’s Memorial Hermann Hospital and Harris Health Lyndon B. Johnson Hospital.UTHealth BenefitsUTHealth Houston offers a comprehensive and competitive benefits package. For more information on our benefits programs please refer to the UTHealth Houston Office of Benefits Website.https://www.uth.edu/benefits/Equal Employment Opportunity StatementUTHealth Houston is committed to providing equal opportunity in all employment-related activities without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, gender identity or expression, veteran status or any other basis prohibited by law or university policy. Reasonable accommodation, based on disability or religious observances, will be considered in accordance with applicable law and UTHealth Houston policy. The University maintains affirmative action programs with respect to women, minorities, individuals with disabilities, and eligible veterans in accordance with applicable law.UTHealthHoustonhas adopted a policy consistent with CMS regulations to protect our patients and university community from exposure to COVID-19. This policy affects all employees, residents, fellows, students, contractors, new hires, visiting scholars program participants, adjunct faculty, and volunteers who work, train, or collaborate at the John S. Dunn Behavioral Science Center.In addition, all UTHealthHoustonemployees who are assigned to work at a location that is subject to the affiliated partner’s hospital, clinical offices, or agency are required to abide by UTHealth’sHoustonrules and regulations, as well as the affiliate’s rules and regulations, including COVID-19 vaccination and safety requirements.Work location is based on the needs of the department and may be adjusted.
