Patient Experience Specialist I, II - UT Physicians Orthopedics

Healthcare Support Services
McGovern Medical School at UTHealth
210001FK Requisition #

UTHealth - UT Physicians Orthopedics Clinic is hiring a Patient Experience Specialist to join their team of professionals. Located in the Texas Medical Center at Memorial Hermann Medical Plaza @ 6400 Fannin Street, the Patient Experience Specialist position with serve as a liaison between patients and athletes, their families, and other visitors to UT Physicians Orthopedics in order to manage the patient relations, patient navigation, scheduling and patient satisfaction.

Position Summary:

Serves as a liaison between patients, patient families, and other visitors to UT Physicians by determining their needs and directing them accordingly.

Position Key Accountabilities:

1. Focuses on patient experience and the implementation of strategies to increase patient satisfaction and improve Patient and Family Centered Care.
2. Communicates patient’s questions, complaints, problems and concerns to appropriate staff members.
3. Explains policies and procedures to patients and refers them to the proper services. 
4. Assists with management follow-up and communication related to patient grievances/concerns.
5. Investigates and documents the patient’s concerns and works with clinical and support staff to coordinate a response to the patient.
6. Assists in developing and implementing patient and family-centered care and patient experience best practice strategies and culture.
7. Provides a high level of quality care and services for patients by coordinating and communicating operational procedures to staff and various department.
8. Assists in collecting, tracking, and analyzing service excellence trends for improving processes, efficiency, practices, and optimizing service outcomes.
9. Facilitates patient and family meetings by helping managers and providers navigate the complaint management process.
10. Assists with developing and implementing alternatives by anticipating potential problems or difficult situations.
11. Performs other duties as assigned. 


• 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:

High school diploma or equivalent.

Minimum Experience:

One year of experience in customer service, patient relations/advocacy or related field.  May substitute required experience with equivalent years of education beyond the minimum education requirement.


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:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

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University of Texas Health Science Center at Houston (UTHealth)

Established in 1972 by The University of Texas System Board of Regents, The University of Texas Health Science Center at Houston (UTHealth) is Houston’s Health University and Texas’ resource for health care education, innovation, scientific discovery and excellence in patient care. The most comprehensive academic health center in the UT System and the U.S. Gulf Coast region, UTHealth is home to schools of biomedical informatics, biomedical sciences, dentistry, nursing and public health and the John P. and Kathrine G. McGovern Medical School. UTHealth includes The University of Texas Harris County Psychiatric Center, as well as the growing clinical practices UT Physicians, UT Dentists and UT Health Services. The university’s primary teaching hospitals are Memorial Hermann-Texas Medical Center, Children’s Memorial Hermann Hospital and Harris Health Lyndon B. Johnson Hospital.

UTHealth Benefits

UTHealth offers a comprehensive and competitive benefits package. For more information on our benefits programs please refer to the UTHealth Office of Benefits Website.

Equal Employment Opportunity Statement

UTHealth is committed to providing equal opportunity in all employment-related activities without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, gender identity or expression, veteran status or any other basis prohibited by law or university policy. Reasonable accommodation, based on disability or religious observances, will be considered in accordance with applicable law and UTHealth policy. The University maintains affirmative action programs with respect to women, minorities, individuals with disabilities, and eligible veterans in accordance with applicable law.


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