Patient Experience Advocate

Duke PA; Durham (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Duke Health is seeking a Patient Advocate to manage and resolve patient and visitor complaints, grievances, requests, and feedback. You will document concerns and outcomes, and communicate with patients and families while collaborating with clinical and operational leaders to enhance the patient experience.

The role supports a patient-centered culture through consultation and improvement initiatives, with day-shift hours and a focus on ambulatory clinics.

Qualifications

• Bachelor’s degree in Behavioral Science or related field.
• Three years of customer service experience, preferably in a health care setting.
• Notary Public preferred.
• Strong customer service, interpersonal and communication skills.
• Analytical abilities with planning, organizing and troubleshooting.
• Ability to interact with physicians and senior leadership.

Responsibilities

• Facilitate resolution of complaints, grievances and requests for Patients & Visitors for Ambulatory clinics.
• Respond to suggestions and compliments submitted by patients and provide feedback to staff.
• Document patient/visitor concerns, actions taken, and outcomes; input into Feedback Monitor database.
• Coordinate interventions with Duke Health Customer Service, Patient Relations and Risk Management.
• Identify system-related problems and work with staff to resolve.
• Develop a consultant relationship with clinics to improve patient experience.
• Participate in committees and process-improvement teams to enhance satisfaction.

Skills

Customer service

Interpersonal skills

Analytical skills

Written and verbal communication

Team player

Problem solving

Collaborative with leadership

Education

Bachelor’s degree in Behavioral Science or related field

Notary Public preferred

Tools

Feedback Monitor database

Windows-based software

Job description

Duke Health is seeking a Patient Advocate to manage and resolve patient and visitor complaints, grievances, requests, and feedback. You will document concerns and outcomes, and communicate with patients and families while collaborating with clinical and operational leaders to enhance the patient experience.

The role supports a patient-centered culture through consultation and improvement initiatives, with day-shift hours and a focus on ambulatory clinics.