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 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 Houston

Dept.: BSC Quality

Status: Full-Time

FLSA: Exempt

Position Key Accountabilities:

Manages the resolution of concerns, complaints, and grievances through referrals and follow-up
with treatment teams and department leaders within the hospital. Escalates issues that require
immediate attention or cannot be resolved.

Investigates patient rights and communicates findings to relevant parties, including
recommendations for any necessary corrective actions.

Investigates allegations of abuse, neglect, and exploitation, as defined by Texas Administrative
Code.

Communicates with the patient and/or family throughout the process, including findings and
resolution of concerns.

Must become knowledgeable of regulatory requirements and standards of care, such as, Centers
of 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 to
improve the patient experience and create and sustain service excellence initiatives.

Responds to general inquiries from the community regarding services available in the community
and 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 required
May substitute required education with equivalent years of experience beyond the minimum experience
requirement.
Bachelor's Degree in nursing or 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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