Service Excellence Specialist - Dunn Behavioral Sciences Center/HCPC at UTHealth Houston (Finance)

What we do here changes the world. UTHealth Houston is Texas' resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That's where you come in.

Once you join us you won't want to leave. It's because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you'd expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time - all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you'll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees' wellbeing is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Position Summary:

Responsible for the implementation of processes and initiatives to enhance patient experience and the continuous improvement of hospital-wide service excellence. The Service Excellence Specialist partners with staff and leadership to develop innovative and proactive hospital-wide and department-specific programs. Acting as a patient advocate, this position serves as a liaison between patients and hospital staff to resolve grievances and complaints in accordance with policy and regulatory guidelines.

Position Key Accountabilities:

Essential Functions

• Focuses on patient experience implementation of strategies to increase patient satisfaction and hospital wide service excellence.
• Under the guidance of departmental leadership, facilitates initiatives and processes to improve and sustain a culture of service excellence.
• Assists in collecting, tracking, and analyzing service excellence trends for improving processes, efficiency, practices, and optimizing service outcomes.
• Ability to collaborate with all staff to promote teamwork and facilitate team-based improvement.
• Serves as a subject matter expert for service excellence data and reporting.
• Offers continuous support to maintain best practices and a culture of service excellence.
• Provides coaching and training to staff on best practices consistent with patient experience and service excellence.
• Assists with developing and implementing alternatives by anticipating potential problems or difficult situations.
• Receives grievances, complaints and concerns from patients and families and works with treatment teams and department leaders within the hospital for resolution. Communicates with all those necessary the findings and resolution.
• Educates patients, families, and hospital staff regarding patient rights and regulatory standards.
• Performs other duties as assigned.

Certification/Skills:

• Exhibits the ability to learn and apply new skills.
• Sets priorities and handles conflicting requirements effectively.
• Effectively builds and maintains working relationships with all levels of employees.
• Communicates clearly and concisely verbally, and in written form.
• Uses active skills and resources efficiently.
• Proficient in Microsoft Office (including Outlook, Word, Excel, and PowerPoint), databases, and internet.

Minimum Education:

Bachelor's Degree in any discipline required

Minimum Experience:

2 years in patient advocacy, patient experience, customer service or related field required
None

Physical Requirements:
Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.
Security Sensitive:
Security Sensitive: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215
Residency Requirement:

Employees must permanently reside and work in the State of Texas.