Patient Advocate

Duke Careers•Durham, NC

6d•Onsite

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Duke Health Integrated Practice Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina. JOB LOCATION DHIP Administrative Offices - 40 Duke Medicine Cir JOB SUMMARY We are seeking a Patient Advocate to investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff. Develop, implement and participate in patient experience, customer service, and patient relations initiatives related to the ambulatory service line.

Requirements

Work requires Bachelor's degree in Behavioral Science or related field.
Three years of customer service experience, preferably in a health care setting.

Responsibilities

Facilitate resolution of complaints/grievances/requests for Patients & Visitors for assigned region(s)/departments.
Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.
Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into Feedback Monitor database. Compose letters or e-mails to patients, visitors, or Health System physicians, leadership, ensuring grammatical accuracy and according to the terms of the Duke grievance policy.
Coordinate interventions/services with Duke Health Customer Service and Patient Relations, Patient and Visitor Relations entities and Risk Management.
Collaborate with practice and/or departmental leadership to meet customer service outcomes for the patient experience segment of the balanced scorecard on assignedregion(s)/departments.
Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve. Conduct monthly accountability and variance analysis of balanced scorecard patient experience outcomes.
Analyze complaint/grievance data and collaborate with leadership and staff on a monthly basis.
Assist in the preparation of annual and quarterly executive reports for senior leadership; present data to leadership teams.
Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture.
Lead Customer Service Training for staff on assigned region(s)/departments.
Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction. Influence change across the assigned region(s)/departments.
Communicate with patients and visitors through phone and email correspondence.
Perform other related duties incidental to the work described herein.