About Texas Children's Hospital

Since 1954, Texas Children's has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children's hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city's Best Places to Work for ten consecutive years.

Texas Children's comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children's Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children's Hospital West Campus, a community hospital in suburban West Houston; and Texas Children's Hospital The Woodlands, the first hospital devoted to children's care for communities north of Houston. We have also created the nation's first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children's Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 14,000+ dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org .

Texas Children's is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

Summary:
We are searching for a Resolution Specialist - someone who works well in a fast-paced setting. In this position, you'll support the Assistant Director / Director of Family Advocacy by participating in the identification of grievance issues within the hospital and providing assistance in the prevention and management of complaints for patients, visitors, and staff. You will also assist in managing and coordinating investigations associated with complaints/grievances and assisting in evaluation of the same. Lastly, you must be available to provide consultative support for the hospital at all hours, and support the organization through various activities, such as education on service recovery issues, committee involvement, collaboration with Risk Management, Security Services, leadership on-call, including the Nursing Administrator on call, and Administrator on Call.

Think you've got what it takes?

Qualifications
Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children's unless approved for a medical or religious exemption
• Bachelor's Degree required
• 4 additional years of experience in a related field can be substituted for the Bachelor's degree
• 5 years' patient care or customer service experience required

Responsibilities
• Analyze, monitor, and investigate reported actual /potential complaint events
• Evaluate the complaint issue to determine the appropriate response for the family and follow-up by staff
• Provide on-call support to the hospital by responding to inquiries from advocates, physicians, clinical leadership/staff, and administrators regarding family complaints and issues
• Identify and evaluate difficult family situations in collaboration with Nursing, Risk Management, Nursing Administrative Coordinators, and Administrators on-Call
• Document action plans for families to ensure that involved staff members are aware of any restrictions to family visitation and inform clinical staff as appropriate
• Work closely with leadership, organize, and manage educational programs on complaint resolution and related subjects, including unit-specific needs