Patient Representative II - CLC Patient Services (Onsite)

The Patient Representative II provides excellent patient and family experiences by investigating complaints across all UTMB Health settings, addressing issues related to care quality, liability, and hospital policies. The role involves mediating complex disputes, de-escalating volatile interactions, and conducting thorough case investigations including medical record reviews and stakeholder interviews. This position manages a large caseload of sensitive inquiries, ensuring resolutions are achieved at the appropriate organizational level while maintaining detailed records and initiating corrective actions to improve patient experience.