Patient Experience Advisor - Central Administration

UNC Health; North Carolina; Hybrid; USD 32,000 - 46,000; Full time

Job summary

UNC Health in North Carolina is seeking a Patient Experience Advisor to ensure a fair and consistent healthcare experience. You will collaborate with staff, patients, and guests to investigate allegations, determine appropriate approaches, and communicate findings.

The role emphasizes case management, data analysis, and ongoing process improvement, with emphasis on adherence to CMS guidelines and timely resolutions.

Qualifications

• Bachelor's degree in a related field.
• CPXP Certification preferred.
• Four (4) years of relevant experience; eight years if Associate's degree; twelve years if high school.

Responsibilities

• Case management of patient grievances and complaints with effective assessments and feedback; utilize conflict deescalation techniques as needed.
• Lead patient grievance investigations; partner with Legal/Risk Management; gather documentation; communicate resolutions.
• Coach and advise staff on policy interpretation and grievance processes; collaborate on disruptive behavior matters.
• Analyze data from grievance databases to identify issues and recommend improvements; support ad hoc data requests.
• Identify and develop strategies to prevent escalation, keep stakeholders informed of CMS guidelines and deadlines.

Skills

Persuasive speaking

Empathy

Adaptability

Positive language

Clear communication

Self-control

Accountability

Patience

Active listening

Attentiveness

Time management

Growth mindset

Customer experience knowledge

Admitting gaps

Education

Bachelor's degree

Job description

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

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.

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.

Education 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 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

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 Details

Legal Employer: NCHEALTH
Entity: UNC Health Medical Group
Organization Unit: Central Administration
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $23.24 - $33.41 per hour (Hiring Range)
Pay offers are determined by experience and internal equity
Work Assignment Type: Hybrid
Work Schedule: Day Job
Location of Job: US:NC:Morrisville
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 race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.
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 [e-mail] if you need a reasonable accommodation to search and/or to apply for a career opportunity.