Career | Texas Children’s People

Position: Resolution Specialist - Family Advocacy (Austin)

Talent Area: Professional - Non-Clinical

Full/Part Time: Full time

Location: Austin, TX, US

Regular/Temporary: Regular

Department: ATXNC PATIENT AND FAMILY SERVI

Shift: 8:00 AM - 5:00 PM

Job ID: 404270

We are searching for a Resolution 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?

Qualifications
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 required
•   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 required

Responsibilities
•   Analyze, monitor, and investigate reported actual /potential complaint events
•   Evaluate the complaint issue to determine the appropriate response for the family and follow-up by staff
•   Provide on-call support to the hospital by responding to inquiries from advocates, 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, and Administrators on-Call
•   Document action plans for families to ensure that involved staff members are aware of any restrictions to family visitation and inform clinical staff as appropriate
•   Work closely with leadership, organize, and manage educational programs on complaint resolution and related subjects, including unit-specific needs

About Texas Children’s

Texas Children’s first health care location in Austin, Texas Children’s Urgent Care West Gate, opened in March 2018, providing high quality pediatric-focused care after hours and on weekends. There are now more than 10 Texas Children’s Pediatric primary care practices in the greater Austin area bringing world-class pediatric services to children and their families. Our Specialty Care Center in Austin includes a multidisciplinary group of pediatric specialists committed to providing comprehensive care across a wide spectrum of services, including allergy and immunology, cardiology, ophthalmology, rheumatology, pulmonology, neurology, and more. Texas Children’s also plans to build a 360,000-square-foot freestanding hospital for children and women, set to open in 2024.

Our thoughtful expansion into Austin will help support a pediatric population of more than half a million and keep kids healthy and happy from birth to adulthood.

To join our community of more than 14,000 dedicated team members, visit texaschildrenspeople.org. You can also learn more about our amazing culture at infinitepassion.org.

Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.