LyTorre is The Difference – in step with patients and families to build connections and trust.LyTorre is The Difference
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?
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
• 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
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