Resolution Specialist - Family Advocacy - 001

Position: Resolution Specialist - Family Advocacy - 001

Job ID: 401040

Location: US-TX-Houston

Department: Family Advocacy

Talent Area: Professional - Non-Clinical

Full/Part Time: Full time

Regular/Temporary: Regular

Shift: 8:30a-5pm

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 for career opportunities. You can also learn more about our amazing culture at


We are searching for a Resolutions Specialist — someone who works well in a fast-paced setting. In this position, you'll support the Assistant Director /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 also assist in managing and coordinating investigations associated with complaints/grievances, and assisting in evaluation of the same. Lastly, you must be available to provide consultative support for the hospital at all hours, and support the organization through various activities; such as education on service recovery issues, committee involvement, collaboration with Risk Management, Security Services, leadership on-call, including the Nursing Administrator on call, and Administrator on Call.

Think you’ve got what it takes?


  • Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s, unless approved for a medical or religious exemption
  • Bachelor's Degree 
  • 4 additional years of experience in a related field can be substituted for the Bachelor’s degree 
  • 5 years’ patient care or customer service experience


  • Analyze, monitor, and investigate reported actual /potential complaint events 
  • Provide on-call support to the hospital at all times by responding to inquires of physicians, clinical leadership /staff, and administrators regarding family complaints and issues 
  •  Identify and evaluate difficult family situations in collaboration with Nursing, Risk Management, Nursing Administrative Coordinators, Administrators on-Call, Employee Assistance program 
  • Work closely with leadership, organize, and manage educational programs on complaint resolution and related subjects, including unit-specific needs


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