Resolution Specialist - Family Advocacy (8a - 5p)

 
Position: Resolution Specialist - Family Advocacy (8a - 5p)

Job ID: 143221

Location: US-TX-Houston

Department: FAMILY ADVOCACY

Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8a - 5p

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, a second community hospital opening in 2017. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 13,000 dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.

Summary:

We are searching for a Resolution Specialist – someone who works well in a fast-paced setting. In this position, you will support the Assistant Director and Director of Family Advocacy by participating in the identification of grievance issues within the hospital and providing assistance in the prevention and management of complaints for patients, visitors and staff. You will be responsible for assisting in managing and coordinating investigations associated with complaints and grievances, and assisting in evaluation. You must provide consultative support for the hospital at all hours; and support it through various activities such as education on service recovery issues, committee involvement, collaboration with Risk Management, Security services and leadership on-call, including the Nursing Administrator on call and Administrator on Call.

 

Think you’ve got what it takes?



Responsibilities :

  • Analyze, monitor, and investigate reported actual and potential complaint events to the hospital
  • Evaluate family complaints and grievances on a daily basis to determine necessity for conversion of complaints to grievances per CMS guidelines
  • Report high risk events to Assistant Director or Director of Family Advocacy as well as Risk Management, Patient Safety, and other appropriate leadership teams
  • Provide on-call support to the hospital at all times by responding to inquires of physicians, clinical leadership and staff, and administrators regarding family complaints and issues
  • Collaborate with clinical leaders to identify and monitor unit trends related to complaints and grievances in order to develop performance improvement activities
  • Collaborate with nursing leadership, Risk Management, Chief Patient Safety Officer, and departmental leadership to complete written response to family grievances
  • Identify and evaluate difficult family situations in collaboration with Nursing, Risk Management, Nursing Administrative Coordinators, Administrators on-Call, Employee Assistance program
  • Engage appropriate staff in the development of a plan to address individual families, to include behavioral expectations documents and contracts when appropriate
  • Provide role-specific education as it applies to family relations for the hospital, including newly appointed charge nurses, managers and preceptors, in conjunction with Assistant Director
  • Collaborate with the Assistant Director in planning, developing, and executing annual Patient Advocacy week activities to educate hospital staff and promote visibility of Family Relations throughout the system


Qualifications:

  • Bachelor’s degree (4 additional years of experience in a related field can be substituted for the Bachelors degree)
  • Five (5) years of patient care or customer service experience
  • Flexibility in scheduling to accommodate hospital shift workers
  • After hour and weekend call 24/7 on a 2-3 week rotating basis
  • Clinical expertise of pediatric patient care, current nursing practice and routines
  • Complaint resolution techniques
  • Ability to function independently, to manage time, and prioritize workload on a daily basis
  • Ability to manage highly confidential information
  • Excellent verbal skills with sensitivity in handling anxious staff and excellent written communication skills
  • Excellent assessment skills
  • Deductive decision-making skills
  • Conflict resolution skills
  • Ability to monitor quality of care by observing trends in event reports


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