At Houston Methodist, the Resolution Specialist position is responsible for supporting management by providing quality monitoring and measurement of the grievance reporting process. Providing oversight and review during investigations associated with complaints and grievances to department staff, this position supports the department through education and coordination of database reporting and enhancements. The Resolution Specialist position may assist patients in a Patient Liaison capacity when applicable, enabling patients and their families to obtain solutions to problems by acting on their behalf. This position functions strictly as a liaison and does not participate in hands-on patient care, having extensive experience in patient advocacy, problem-solving and customer service. The Resolution Specialist position assists in training new Patient Liaisons on the Grievance Process, facilitating excellent communication.

　　PEOPLE ESSENTIAL FUNCTIONS

　　Assists management with the orientation, training, and development of patient liaisons and other staff on the Grievance Process.

　　Intervenes in conflicting differences involving the interests of patients and others in the healthcare environment; promotes reconciliation, compromise, or settlement.

　　Effectively manages crisis situations and focuses efforts toward the well-being of the patient/family and the stabilization of the crisis/event.

　　Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Initiates contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

　　SERVICE ESSENTIAL FUNCTIONS

　　Receives grievances, complaints, and concerns primarily from patient liaisons and occasionally directly from the patient, their families and others regarding patient care and severe customer service issues.

　　Compiles and summarizes grievance data for reports to management toward future improvement of customer service.

　　Develops and reviews department policies and procedures in relation to issue resolution.

　　Receives escalations of complaints or conflict with the interests of patients, families, physicians and other interprofessional health care team members. Drives department service standards and activities to improve department score for patient satisfaction, through role modeling and fostering accountability.

　　QUALITY/SAFETY ESSENTIAL FUNCTIONS

　　Investigates the grievance with appropriate service departments for resolution and responds to all grievances according to the HM grievance policy and appropriate regulatory guidelines.

　　Oversees grievance policy and adherence to it and appropriate regulatory guidelines.

　　Documents results of patient interview, obstacles to delivery of services, grievances, complaints and compliments in appropriate database. When appropriate, initiates a corrective action and send to unit management for investigation and resolution.

　　FINANCE ESSENTIAL FUNCTIONS

　　Identifies cost savings or revenue opportunities within the department or Houston Methodist.

　　Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.

　　GROWTH/INNOVATION ESSENTIAL FUNCTIONS

　　Displays initiative to improve relative job functions. Offers suggestions to streamline process for efficient patient flow. Stays up-to-date on all federal, state and organizational policies and ensures that all members of the department are fully trained and compliant.

　　Identifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

　　This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

　　EDUCATION

　　Bachelor's degree

　　Business, healthcare administration or related field preferred

　　WORK EXPERIENCE

　　Five years healthcare experience with focus on patient relations and customer serviceLICENSES AND CERTIFICATIONS - REQUIRED

　　N/ALICENSES AND CERTIFICATIONS - PREFERRED

　　BLS - Basic Life Support (AHA)KNOWLEDGE, SKILLS, AND ABILITIES

　　Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

　　Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

　　Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

　　Extensive experience in grievance management, mediation and conflict negotiation, and crisis intervention

　　Strong knowledge and ability to use various measurement tools, integrate data, and prepare meaningful reports

　　Thorough understanding of hospital operations and departmental processes

　　Strong knowledge of medical ethics and legal issues, including, Advance Directives, Ethics Committee, and the Patient Bill of Rights, as well as federal and state law and DET NORSKE VERITAS (DNV) standards

　　Evidence of successful design and development of process and outcome reporting measures and systems

　　Ability to make educational ¿customer service¿ presentations to help increase patient satisfaction on the units

　　Intermediate knowledge of medical terminology

　　Strong level of computer competency - Microsoft Office Suite, and knowledge of health care information systems

　　SUPPLEMENTAL REQUIREMENTS

　　WORK ATTIRE

　　Uniform No

　　Scrubs No

　　Business professional Yes

　　Other (department approved) No

　　ON-CALL*

　　*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

　　On Call* YesTRAVEL**

　　Travel specifications may vary by department

　　May require travel within the Houston Metropolitan area No

　　May require travel outside Houston Metropolitan area No

　　Company Profile:

　　Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation’s leading centers for medical education and research. In 2022, U.S. News & World Report named Houston Methodist Hospital to its prestigious Honor Roll for the sixth time. Also, in this year’s rankings, Houston Methodist Hospital was named the No. 1 hospital in Texas for the 11th year in a row. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 946 operating beds, 85 operating rooms and nearly 8,500 employees, Houston Methodist Hospital offers complete care for patients from around the world.

　　Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.

　　Houston Methodist is an Equal Opportunity Employer.

　　Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.