Patient Experience & Relations Advocate

Duke Clinical Research Institute; Raleigh (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

Duke Raleigh Hospital, part of Duke Health, seeks a patient and visitor relations professional to investigate, resolve, and document compliments and concerns, and to support leadership with monthly accountability and data analysis.

The role includes leading customer service training, collaborating with clinical service units to improve satisfaction, and preparing executive reports to help drive a patient/customer-focused culture.

Qualifications

• Work requires 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.

Responsibilities

• Investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff.
• Develop, implement and participate in customer service and patient relations initiatives related to the Duke University Hospital.
• Provide monthly accountability and variance analysis of Balanced Scorecard Customer Service Outcomes to assigned Clinical Service Unit(s).
• Lead Customer Service Training for staff on assigned CSU.
• Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service segment of the balanced scorecard on assigned CSU.
• Assist in the preparation of annual and quarterly executive reports for senior leadership; present data to leadership teams.

Skills

Customer service

Communication

Analytical skills

Problem solving

Education

Bachelor's degree in Behavioral Science or related field

Job description

Duke Raleigh Hospital, part of Duke Health, seeks a patient and visitor relations professional to investigate, resolve, and document compliments and concerns, and to support leadership with monthly accountability and data analysis.

The role includes leading customer service training, collaborating with clinical service units to improve satisfaction, and preparing executive reports to help drive a patient/customer-focused culture.