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.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

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

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

 

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas.  These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.