Patient Experience Specialist I / II - Orthopedics TMC

UT Health - Houston, TX

Full-time - Entry Level

Houston, TX

Educational Services

About the position

The Patient Experience Specialist I / II in Orthopedics at UTHealth Houston serves as a vital liaison between patients, their families, and the healthcare team. This role focuses on enhancing patient satisfaction and implementing strategies for Patient and Family Centered Care. The specialist communicates patient concerns, explains policies, and coordinates responses to grievances, ensuring a high level of service and care for patients.

Responsibilities

• Focuses on patient experience and the implementation of strategies to increase patient satisfaction and improve Patient and Family Centered Care.
• Communicates patient's questions, complaints, problems and concerns to appropriate staff members.
• Explains policies and procedures to patients and refers them to the proper services.
• Assists with management follow-up and communication related to patient grievances/concerns.
• Investigates and documents the patient's concerns and works with clinical and support staff to coordinate a response to the patient.
• Assists in developing and implementing patient and family-centered care and patient experience best practice strategies and culture.
• Provides a high level of quality care and services for patients by coordinating and communicating operational procedures to staff and various departments.
• Assists in collecting, tracking, and analyzing service excellence trends for improving processes, efficiency, practices, and optimizing service outcomes.
• Facilitates patient and family meetings by helping managers and providers navigate the complaint management process.
• Assists with developing and implementing alternatives by anticipating potential problems or difficult situations.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• One year of experience in customer service, patient relations/advocacy or related field.
• Proficient in Microsoft Office (including Outlook, Word, Excel, and PowerPoint).

Benefits

• 100% paid medical premiums for full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time - around 37-38 days per year)
• Longevity Pay (Monthly payments after two years of service)
• Retirement/pension plan
• 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
• Resources for child and elder care