Patient Experience Advocate & Grievance Investigator

UNC REX Healthcare; Morrisville (NC); Hybrid; USD 32,000 - 46,000; Full time

Job summary

UNC Health in North Carolina seeks a Patient Experience Advisor in a hybrid role based in Morrisville. You will investigate patient grievances, assess information, and provide verbal or written responses to patients, families, and staff to ensure a fair process.

Requires a Bachelor’s degree and four years of relevant experience; CPXP preferred. The role partners with Legal and Risk Management and offers a 40-hour work week in a hybrid setting with day shifts.

Qualifications

• Bachelor’s degree in a related field.
• 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; assess and provide actionable feedback.
• Develops and leads patient grievance and complaint investigations with Legal/Risk Management; gather documentation and communicate resolutions.
• Coaches and advises employees on policy and procedures related to grievance management; collaborate with Legal/Risk Management on disruptive behavior matters.
• Assesses data from grievance databases to identify issues and propose proactive solutions; support data requests.
• Identify issues and develop strategies to prevent escalation; keep stakeholders informed of CMS guidelines.

Skills

Persuasive speaking

Empathy

Adaptability

Positive language

Clear communication

Self-control

Taking responsibility

Patience

Active listening

Time management

Willingness to improve

Customer experience

Admitting not knowing answer

Education

Bachelor’s degree in a related field

Job description

UNC Health in North Carolina seeks a Patient Experience Advisor in a hybrid role based in Morrisville. You will investigate patient grievances, assess information, and provide verbal or written responses to patients, families, and staff to ensure a fair process.

Requires a Bachelor’s degree and four years of relevant experience; CPXP preferred. The role partners with Legal and Risk Management and offers a 40-hour work week in a hybrid setting with day shifts.