Patient Experience Advisor - Patient Relations

UNC Health • Chapel Hill, NC

6d • $23 - $33 • Onsite

About The Position

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve. Summary: The Patient Experience Advisor ensures positive, fair, and consistent health care experience services. This role collaborates with employees on all levels, patients, and guests to conduct investigations into allegations involving care and service for the health system. The Patient Experience Advisor determines the appropriate investigatory approach, analyzes the information obtained to reach reasonable conclusion and works with parties involved to provide an appropriate verbal or written response.

Requirements

• Bachelor's degree in a related field
• Four (4) years of relevant experience or an equivalent combination or education and experience
• If Associate's degree, requires eight (8) years of relevant experience
• If high school degree, requires twelve (12) years of relevant experience
• Persuasive speaking skills
• Empathy
• Adaptability
• Ability to use positive language
• Clear communication skills (written and verbal)
• Self-control
• Taking responsibility
• Patience
• Effective listening
• Attentiveness
• Time management
• Willingness to improve
• Knowledge of dealing with challenging situations and customer experience
• Ability to admit that you do not have an answer

Nice To Haves

• CPXP Certification preferred

Responsibilities

• Responsible for effective case management of HCS patient grievances and complaints. Conduct assessments and provide actionable feedback. Utilize various conflict management techniques to deescalate the situation as needed.
• Develops and leads patient grievance and complaint investigations. Oversees and hears formal, written and informal, verbal concerns. Partner with Legal/ Risk Management in conducting investigations, research policies/ practices, create and gather documentation, make recommendations and communicate resolutions when applicable. Identify best practices to influence continuous improvement in the organization. Make independent judgements and renders advice on patient grievances and complaints at all levels.
• Coaches, mentors, and advises employees in developing an understanding and interpretation of policy and procedures related to patient grievance and complaint management. Collaborates with Legal/ Risk Management on disruptive behavior matters.
• Assesses data from the patient grievance and complaint database to identify issues and themes within departments and divisions and recommend proactive solutions. Provide support on ad hoc requests for data.
• Identifies patient grievance and complaint issues and develops strategy and practices to prevent further escalation. Keeps all stakeholders informed and aware of all CMS guidelines and deadlines.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level