Patient Experience Advocate

Duke Clinical Research Institute; Durham (NC); On-site; USD 42,000 - 64,000; 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.

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 is required.
• Three years of customer service experience in a health care setting.
• Notary Public preferred.
• Strong customer service and interpersonal skills.
• Excellent written and verbal communication; interacts with physicians and leadership.

Responsibilities

• Facilitate resolution of complaints/grievances/requests for Patients & Visitors for Ambulatory clinics.
• Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.
• Document patient/visitor concerns with demographic data, incident synopsis, actions taken, and outcomes; input into Feedback Monitor database; compose letters or emails to patients, visitors, or physicians, ensuring accuracy and policy compliance.
• Coordinate interventions/services with Duke Health Customer Service and Patient Relations, Patient and Visitor Relations, and Risk Management.
• Identify system-related problems via patient/visitor data and work with physicians and staff to resolve.
• Develop a consultant relationship with assigned clinics to build a patient/customer-focused culture.
• Participate in committees, work groups, and process improvement teams to improve satisfaction.
• Perform other related duties incidental to the work described herein.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

Bachelor's degree in Behavioral Science or related field

Notary Public preferred

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.

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.