Job Posting Title:

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Hiring Department:

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Position Open To:

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Weekly Scheduled Hours:

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FLSA Status:

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Earliest Start Date:

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Position Duration:

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Location:

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Job Details:

Purpose

The Patient Experience Coordinator is a full-time position responsible forreceiving, responding and following-up regarding patient grievances and other feedback. The position provides coaching and support to UTHA staff to ensure effective and successful patient experiences, and improve patient satisfaction and outcomes. The position reports to the UTHA Executive Clinical Director and will work collaboratively with the Clinical Quality team.

Responsibilities

• Respond to patient feedback from web portal, patient surveys, phone calls, and email and lead or assist with the resolution of grievances or concerns that are raised by patients

• Serve as a point of contact for faculty and staff regarding patient experience

• Develop strategy and lead implementation of patient experience program including establishing goals and metrics that align with organizational philosophy and priorities

• In partnership with leadership, develop plan for communication of new program and implementation strategies

• Communicates effectively, courteously, and professionally with multiple parties throughout the organization

• Participate in committees such as Clinical Quality Committee and others as assignedas well ascollaborate with Dell Med Compliance, Office of Research, Ambulatory Surgery Center, and other clinical and administrative units

• Communicate with clinical units and staff about specific feedback, developing solutions and resolving issues

• Understand, analyze and communicate patient experience survey data - identifying trends, areas for improvement, and learn about and share best practices for optimal outcomes

• Maintain documentation of patient interactions/compliments/complaints, the action taken and final resolution of the issue

• Prepare reports, summaries, and presentations for leadership review

• While this is intended to be an accurate reflection of the current position, it is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Management reserves the right to revise the Position or require that other or different tasks be performed when circumstances warrant (i.e. emergencies, changes in personnel or staffing, workload, or technical developments).

Bachelor's degree with a major field of study such as hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. Three years of specialized experience in patient engagement. Strong communication, presentation, and facilitation skills and a high level of emotional intelligence and empathy. Ability to communication about sensitive and highly confidential subject matters.

Relevant education and experience may be substituted as appropriate.

Master's Degree. Experience in an academic healthcare setting.

$70,000 depending on qualifications

• Eligible for hybrid work

• May work around standard office conditions

• Repetitive use of a keyboard at a workstation

• Use of manual dexterity

• Lifting, bending, and moving

• Exposure to chemicals and commercial items typically found in offices, medical clinics, and building repairs/maintenance

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

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Retirement Plan Eligibility:

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an ,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• [PDF]
• [PDF]
• [PDF]
• [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in .

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.