Patient Experience Advocate

Duke University; Raleigh (NC); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

Duke Health in Raleigh, NC is seeking a Patient Relations Specialist to investigate, resolve and document compliments and concerns from patients and visitors. You will develop and participate in customer service initiatives and report on outcomes to leadership.

You will partner with Clinical Service Units, Risk Management and Patient Relations to drive service excellence, analyze data, prepare executive reports, and support staff training on patient-centered care.

Qualifications

• Bachelor's degree in Behavioral Science or related field.
• Three years of customer service experience, preferably in a health care setting.
• Preferred experience: Conflict resolution/service recovery.
• Excellent analytical, planning, organizing and troubleshooting abilities.
• Strong customer service and interpersonal skills; ability to handle difficult people constructively.

Responsabilités

• Investigate, resolve, document and report patient and visitor compliments and concerns.
• Develop and participate in customer service and patient relations initiatives.
• Provide monthly accountability and variance analysis of Balanced Scorecard Customer Service Outcomes.
• Coordinate interventions with DHIP Customer Service, Patient Relations and Risk Management.
• Lead Customer Service Training for staff on assigned CSU.

Connaissances

Customer service

Interpersonal skills

Analytical skills

Written and verbal communication

Team player

Formation

Bachelor's degree in Behavioral Science or related field

Outils

Windows-based software

Description du poste

Duke Health in Raleigh, NC is seeking a Patient Relations Specialist to investigate, resolve and document compliments and concerns from patients and visitors. You will develop and participate in customer service initiatives and report on outcomes to leadership.

You will partner with Clinical Service Units, Risk Management and Patient Relations to drive service excellence, analyze data, prepare executive reports, and support staff training on patient-centered care.