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.
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 conclusions, and works with parties involved to provide an appropriate verbal or written response.
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. Partners with Legal/Risk Management in conducting investigations, researching policies/practices, creating and gathering documentation, making recommendations, and communicating resolutions when applicable. Identifies best practices to influence continuous improvement in the organization. Makes independent judgments 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. Provides support on ad hoc requests for data.Identifies patient grievance and complaint issues and develops strategies and practices to prevent further escalation. Keeps all stakeholders informed and aware of all CMS guidelines and deadlines.Other InformationEducation Requirements:
? Bachelor's degree in a related field
Licensure/Certification Requirements:
? CPXP Certification preferred
Professional Experience Requirements:
? Four (4) years of relevant experience or an equivalent combination of 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
Knowledge/Skills/and Abilities Requirements:
? 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
Job DetailsLegal Employer: NCHEALTH
Entity: Johnston Health
Organization Unit: Patient Experience
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $22.45 - $32.27 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 Health 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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