Description 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.
Job Summary: Provides direction and supervision to patient relations specialists. Develops and implements strategic plans in order to better address patient relations needs. Provides patient relations training to the patient relations specialists and analyzes patient satisfaction scores and data.
Description of Job Responsibilities Audit patient complaints - Review complaint database periodically to ensure compliance and operational efficiency.Human Resource Management - Effectively manages human resources. Creates an environment conducive to recruiting and retaining staff. Applies organizational policy and procedures in hiring, promoting, transferring, and terminating staff. Provides staff with annual performance feedback and opportunity to set professional goals. Reviews timecards for accuracy and makes necessary edits.Liaison for Vanderbilt and the PARS program - Work as a point person between the hospital and Center of Patient and Professional Advocacy through Vanderbilt University. Specifically, assisting with the exchange of data between the institutions, organizing meetings, and facilitating communication through the Patient Advocacy Reporting System (PARS).Manage the most complex patient complaints - Responds to escalated high visibility and complex patient complaints ensuring that complaints are properly and thoroughly investigated and resolved as appropriate and responses are provided in a timely manner in compliance with regulatory guidelines.Operational Duties - Oversees and provides guidance to staff involved in the following functions: patient rounding, patient grievance and complaint process, patient satisfaction data, and standards to drive customer service. Assists in developing and maintaining the Patient Relations webpage. Collaborates with all levels of Health System leaders to support initiatives. Creates and implements strategies for change management. Develops and implements strategic plans, unit/department goals and objectives, business initiatives, and supporting financial plans and budgets. Complies with all policies/procedures, applicable laws, regulatory agency requirements, codes of practice, and organization work standards. Assumes responsibility for decisions made. Communicates effectively with all in and outside the organization to ensure prompt and proper information exchanges and issue resolution. Is a coach and role model for staff and colleagues creating a work environment that fosters respect, positive morale, and engagement. Identifies/initiates opportunities to positively impact staff engagement and development. Delegates appropriately providing adequate direction and follow-up. Maintains records in compliance with legal and regulatory requirements. Demonstrates strategic and critical thinking. Makes optimal use of resources. Creates a safe work environment. Allocates and prioritizes work monitoring performance standards for continuous performance improvement.Patient Satisfaction training, reporting, and consulting - Analyzes patient satisfaction scores and related data identifies trends and areas of opportunity for improvement. Recommends change initiatives to impact those areas. Proactively researches recent and anticipated changes to governmental regulations tied to the patient experience and identifies where changes are needed. Serves as a main contact between the organization and third-party patient satisfaction reporting companies. Ensures best practices resulting from analysis and research are incorporated into Patient Relations operations. Develops content for and delivers education and training tailored to various audiences at all levels across the Health System. Collaborates with others to develop and implement or change processes and programs that connect patient satisfaction and outcomes with financial incentives as outlined in the healthcare reform bills.Other InformationEducation Requirements: Bachelor's degree in Behavioral Science or related field.
Licensure/Certification Requirements: No licensure or certification required.
Professional Experience Requirements: Five (5) years of relevant experience in healthcare and/or patient relations.
Job DetailsLegal Employer: NCHEALTH
Entity: Johnston Health
Organization Unit: Patient Experience
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $29.98 - $43.10 per hour (Hiring Range)
Pay offers are determined by experience and internal equity.
Work Assignment Type: Onsite
Work Schedule: Day Job
Location of Job: US:NC:Smithfield
Exempt From Overtime: Exempt: Yes
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.
Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email ******** if you need a reasonable accommodation to search and/or to apply for a career opportunity.
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