Patient Experience Advocate

Duke Health; Durham (NC); On-site; USD 40,000 - 56,000; Full time

Job summary

Duke Health is seeking a Patient Advocate to manage and resolve patient and visitor complaints, grievances, requests, and feedback; document concerns and outcomes; and communicate directly with patients and families.

You will collaborate with clinical and operational leaders to address concerns, identify system issues, improve patient experience outcomes, and support a patient-centered culture through consultation and improvement initiatives.

Qualifications

• Bachelor's degree in Behavioral Science or related field (education requirement).
• Three years of customer service experience, preferably in healthcare.
• Strong communication and interpersonal skills for interacting with patients, families, and staff.

Responsibilities

• Manage and resolve patient and visitor complaints, grievances, requests, and feedback.
• Document concerns and outcomes; input into feedback systems per policy.
• Communicate with patients and families to ensure clarity and resolution.
• Collaborate with clinical and operational leaders to address concerns and improve processes.
• Identify system issues and participate in improvement initiatives to enhance patient experience.
• Participate in committees or work groups to support patient/customer satisfaction.

Skills

Customer service

Interpersonal skills

Conflict resolution

Communication skills

Teamwork

Education

Bachelor's degree in Behavioral Science or related field

Job description

Duke Health is seeking a Patient Advocate to manage and resolve patient and visitor complaints, grievances, requests, and feedback; document concerns and outcomes; and communicate directly with patients and families.

You will collaborate with clinical and operational leaders to address concerns, identify system issues, improve patient experience outcomes, and support a patient-centered culture through consultation and improvement initiatives.