Patient Experience Investigator & Advocate

UNC Health Care; North Carolina; On-site; USD 32,000 - 46,000; Full time

Job summary

UNC Health Care is seeking a Patient Experience Advisor to ensure a positive, fair, and consistent care experience. You will investigate patient grievances, collaborate with staff and Legal/Risk Management, and provide actionable feedback to improve service across the health system.

You will coach colleagues on policy interpretation concerning patient grievances, analyze data to identify trends, and communicate resolutions while aligning with CMS guidelines.

Qualifications

• Bachelor's degree in a related field required.
• CPXP Certification preferred
• 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 across the health system, with de-escalation techniques as needed.
• Develops and leads investigations into patient grievances and complaints, partners with Legal/Risk Management, and communicates resolutions.
• Coaches and mentors staff on policy interpretation related to patient grievance management and collaboration with Legal/Risk Management on disruptive behavior matters.
• Analyzes data from grievance databases to identify issues and propose proactive solutions; supports ad hoc data requests.
• Identifies issues and develops strategies to prevent escalation, while keeping stakeholders informed of CMS guidelines and deadlines.

Skills

Persuasive speaking skills

Empathy

Adaptability

Positive language

Clear communication

Self-control

Taking responsibility

Patience

Effective listening

Attentiveness

Time management

Willingness to improve

Knowledge of dealing with challenging

Ability to admit you do not have an​​-

Education

Bachelor's degree in related field

Job description

UNC Health Care is seeking a Patient Experience Advisor to ensure a positive, fair, and consistent care experience. You will investigate patient grievances, collaborate with staff and Legal/Risk Management, and provide actionable feedback to improve service across the health system.

You will coach colleagues on policy interpretation concerning patient grievances, analyze data to identify trends, and communicate resolutions while aligning with CMS guidelines.