Jobs for People with MS: National MS Society

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 service

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES 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* Yes

TRAVEL

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:

Houston Methodist Willowbrook Hospital is a Magnet-recognized, not-for-profit, faith-based hospital that serves the growing Northwest Houston community. With 358 licensed beds, Houston Methodist Willowbrook is committed to providing quality, cost-effective health care in a compassionate environment for a full range of services, including emergency care, cardiology, orthopedics and sports medicine, comprehensive women’s services, neurology and neurosurgery, oncology, and primary and general medicine.

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

Equal Employment Opportunity

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.

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.