Patient Experience Advisor - Patient Experience

UNC Health Care; North Carolina; On-site; USD 32,000 - 46,000; Full time

Job summary

UNC Health Care is seeking a Patient Experience Advisor to ensure a positive, fair, and consistent care experience. You will investigate patient grievances, collaborate with staff and Legal/Risk Management, and provide actionable feedback to improve service across the health system.

You will coach colleagues on policy interpretation concerning patient grievances, analyze data to identify trends, and communicate resolutions while aligning with CMS guidelines.

Qualifications

• Bachelor's degree in a related field required.
• CPXP Certification preferred
• Four (4) years of relevant experience or an equivalent combination of education and experience
• If Associate's degree, eight (8) years of relevant experience
• If high school degree, twelve (12) years of relevant experience

Responsibilities

• Responsible for effective case management of patient grievances and complaints across the health system, with de-escalation techniques as needed.
• Develops and leads investigations into patient grievances and complaints, partners with Legal/Risk Management, and communicates resolutions.
• Coaches and mentors staff on policy interpretation related to patient grievance management and collaboration with Legal/Risk Management on disruptive behavior matters.
• Analyzes data from grievance databases to identify issues and propose proactive solutions; supports ad hoc data requests.
• Identifies issues and develops strategies to prevent escalation, while keeping stakeholders informed of CMS guidelines and deadlines.

Skills

Persuasive speaking skills

Empathy

Adaptability

Positive language

Clear communication

Self-control

Taking responsibility

Patience

Effective listening

Attentiveness

Time management

Willingness to improve

Knowledge of dealing with challenging

Ability to admit you do not have an​​-

Education

Bachelor's degree in related field

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

• 1. 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.
• 2. 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.
• 3. 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.
• 4. 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.
• 5. 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.

Other Information

Other information:

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: Johnston Health

Organization Unit: Patient Experience

Work Type: Per Diem

Standard Hours Per Week: 4.00

Salary Range:$23.24 - $33.41 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 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.