Senior Family Advocate

About the Role

We're searching for a Senior Family Advocate to advocate for the needs of patients and families within the health system by facilitating open communication between families and staff and addressing issues and concerns. In this role, you'll support the Resolution Specialist and department leadership through mentorship of Family Advocates, and assessment and updating of leadership contact data throughout the system.

Responsibilities

• Communicates with patients and families to proactively identify issues and conducts routine rounds in assigned service area
• Provides patient/family support via facilitation of family conferences and takes the lead on complex support issues as directed
• Promotes customer satisfaction in assigned service area and ensures families are updated on wait times, delays, and other important information
• Provides support to families of patients in serious condition and refers to other hospital services when necessary
• Handles patient satisfaction issues and concerns in an effective and expedient manner and responds immediately to issues identified by staff or family members
• Works with Resolution Specialist to ensure complaints are properly categorized and submits grievance resolution letters timely
• Works with other hospital departments and community resources to provide solutions and maintains knowledge of community resources
• Participates in educational programs and reads current literature to maintain and develop knowledge

Requirements

• Bachelor's Degree required
• Bachelor's Degree in a Clinical Discipline (e.g., social work, child life) preferred
• 3 years' experience in a health care clinical setting required

Skills

• Training and experience in patient relations
• Clinical discipline expertise
• Executive leadership interface savvy
• Public speaking
• Cultural diversity awareness

About Us

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. We are consistently ranked as the best children’s hospital in Texas and among the top in the nation by U.S. News & World Report. Texas Children’s comprehensive health care network includes:

• Primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties
• Jan and Dan Duncan Neurological Research Institute (NRI)
• Feigin Tower 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
• Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston
• Texas Children’s Hospital North Austin, a state-of-the-art facility providing world-class pediatric and maternal care to Austin and Central Texas families

We have also created Texas Children’s Health Plan, the nation’s first HMO focused on children; Texas Children’s Pediatrics, the largest pediatric primary care network in the country; Texas Children’s Urgent Care clinics specializing in after-hours care tailored for children; and a global health program channeling care to children and women worldwide. Texas Children’s Hospital is affiliated with Baylor College of Medicine, one of the largest and most successful pediatric programs in the nation.