Job Description

 

Harris Health System is the public healthcare safety-net provider established in 1966 to serve the residents of Harris County, Texas. As an essential healthcare system, Harris Health champions better health for the entire community, with a focus on low-income uninsured and underinsured patients, through acute and primary care, wellness, disease management and population health services. Ben Taub Hospital (Level 1 Trauma Center) and Lyndon B. Johnson Hospital (Level 3 Trauma Center) anchor Harris Health’s robust network of 39 clinics, health centers, specialty locations and virtual (telemedicine) technology. Harris Health is among an elite list of health systems in the U.S. achieving Magnet® nursing excellence designation for its hospitals, the prestigious National Committee for Quality Assurance designation for its patient-centered clinics and health centers and its strong partnership with nationally recognized physician faculty, residents and researchers from Baylor College of Medicine; McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth); The University of Texas MD Anderson Cancer Center; and the Tilman J. Fertitta Family College of Medicine at the University of Houston.

Skills / Requirements

Job Summary

Manages a team of Senior Patient Liaisons. Provides coaching support to all of the Patient Customer Relations staff on their daily responsibilities. Provides ongoing training with staff on the use of the department's complaint/grievance tracking and reporting software. Provides leadership with all staff to ensure that the complaint/grievance process is followed as outlined in the System policy. Manages the flow of incoming inquiries from agency, Administration, Board of Trustees, etc. to ensure that a thorough and prompt investigation and follow-up to the complainant is completed. Works closely with Risk/Patient Safety departments by providing oversight in the tracking and closure of quality of care cases. Prepares monthly and quarterly trending reports on complaints and grievances for system administration.

Minimum Qualifications

Degrees:
Bachelors degree required in Communications, Business or Healthcare related field
Masters preferred

Work Experience: Five (5) years within a hospital or health care organization

Management Experience: Three (3) years of supervisory or equivalent

Communication Skills:
Above Average Verbal (Heavy Public Contact)
Exceptional Verbal (e.g., Public Speaking)
Writing /Correspondence
Writing /Reports

Language Skills: Bilingual Skills; Spanish Preferred

Knowledge/Skills/Abilities: Analytical, Mathematics, Medical Terms, Statistical

Work Schedule: Flexible

Equipment Operated: Office equipment only

Application Instructions

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