Patient Representative II - CLC Patient Services (Onsite)
university of texas medical branchTexas City, TX
Patient Representative II - CLC Patient Services (Onsite)
university of texas medical branchTexas City, TXSenior L5
APPLY NOW (opens in a new tab)Overview:
In this role you will investigate patient and family complaints across UTMB Health, addressing care quality, policy adherence, and service recovery. You will liaise with physicians, staff, and leadership to de-escalate conflicts and drive timely resolutions. Your work supports policy improvement, patient rights interpretation, and accountability within a high-sensitivity, fast-paced environment. This is a chance to directly impact patient experience and contribute to quality and safety initiatives.
Responsibilities:
- Investigate complaints and mediate disputes to de-escalate conflicts
- Complete case investigations including medical record review, policy checks, and staff/patient interviews
- Provide support to patients, families, and staff to reach satisfactory resolutions
- Pursue resolution at the appropriate level within the organizational structure
- Manage a large, sensitive caseload with extensive follow-upPrepare formal written responses and maintain departmental records
- Initiate corrective actions to improve patient experience and advise on policy and safety improvements
- Communicate effectively in writing and verbally with patients, families, and staff
- Coordinate and participate in patient/staff conferences to develop care plans for challenging patients
- Explain patient rights and responsibilities including Advance Directives and DNR information
Key requirements:
- Bachelor's degree or equivalent and four years experience in social services, clinical care or clinical operations settings
- Experience advising patients about rights and assisting with issue resolution
- Strong ability to investigate, interview, and review records
- Ability to manage high volumes and sensitive information
- Excellent written and verbal communication skills
- Experience with policy/procedure review and quality improvement initiatives
- Conflict resolution
De-escalation
ProfessionalismMedical record review
Policy and procedure interpretation
Interviewing and documentation
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Level
Senior L5
Location
Texas City, TX
Occupation
Patient Representatives
Industry
General Medical and Surgical Hospitals
Posted
4 days ago