Patient Representative II - ADC Patient Services

Join to apply for the Patient Representative II - ADC Patient Services role at The University of Texas Medical Branch

Required Education/Experience

• Bachelor’s degree or equivalent
• Four years experience in social services, clinical care or clinical operations settings including advising patients or customers of their rights and assisting them with resolution to their issues.

Job Description

To provide excellent patient/family experience by investigating patient/family complaints in all UTMB Health settings which includes care provided by physicians and other healthcare professionals, potential liability, quality of care, hospital policy and procedure, and extensive conflict resolution with challenging patients and families.

Job Functions

• Investigate patient complaints, mediate complex disputes and de‑escape potentially volatile patient/family interactions with faculty and staff.
• Complete case investigations which include issue clarification, medical record review, policy and procedure review and conducting interviews with patients, families and staff.
• Provide assistance/support to patients, families and staff that are in contact with the Patient Services Department to satisfactory resolution whenever possible.
• Strive to achieve resolution of complaints at the most appropriate level within the organizational structure, requiring interaction at all levels.
• Manage a large caseload of patient inquiries, which require extensive follow‑up and may be of a highly sensitive nature.
• Prepare a formal written response on behalf of UTMB Health and maintain departmental records to facilitate tracking and accountability.
• Initiate corrective action as appropriate (both for the individual complaint and at the organizational process level) to improve the UTMB Health patient experience, which includes recommendations for policy, procedures, quality and safety improvement initiatives, billing adjustments, or other final dispositions as indicated.
• Communicate effectively and professionally to both patients/families and staff with written and verbal communication.
• Coordinate and participate in patient/staff conferences, as negotiated with the care team, to develop contracts for challenging and/or non‑compliant patients.
• Act as a resource regarding interpretation to internal and external customers of patient rights and responsibilities which includes information regarding Advance Directives, DNR wristbands, etc.

Salary commensurate with experience

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.

Primary Location

United States - Texas - Angleton

Work Locations

Angleton Danbury Hospital

Job

Healthcare Support Services

Organization

UTMB Health

Regular

Regular

Shift

Standard

Employee Status

Non-Manager

Job Level

Day Shift

Job Posting

Dec 17, 2025, 11:32:45 AM