Patient Experience & Relations Advocate (Notary Eligible)

Duke University Health System; Durham (NC); On-site; USD 48,000 - 62,000; Full time

Job summary

Duke Regional Hospital in Durham, NC seeks a Patient Relations Specialist to investigate, resolve, and document patient and visitor compliments and concerns, and to support leadership with service initiatives. You will respond to complaints in real time, coordinate with PVR and Risk Management, and prepare monthly reports while helping ensure a positive patient experience across clinical service units.

This role requires a Bachelor's in Behavioral Science or related field and at least three

Qualifications

• Bachelor's degree in Behavioral Science or related field.
• Three years of healthcare customer service experience.
• Notary Public preferred; expected to receive within first 90 days of employment.

Responsibilities

• Serve as a primary resource for addressing and resolving patient concerns across inpatient and outpatient settings.
• Respond to patient complaints in real time and coordinate with leadership for service recovery.
• Document patient complaints and grievances with details and outcomes.
• Coordinate interventions with PDC Customer Service, Patient Relations, PVR, and Risk Management.
• Lead Customer Service Training for staff on assigned CSU.

Skills

Customer service

Communication

Problem solving

Documentation

Education

Bachelor's degree in Behavioral Science or related field

Job description

Duke Regional Hospital in Durham, NC seeks a Patient Relations Specialist to investigate, resolve, and document patient and visitor compliments and concerns, and to support leadership with service initiatives. You will respond to complaints in real time, coordinate with PVR and Risk Management, and prepare monthly reports while helping ensure a positive patient experience across clinical service units.

This role requires a Bachelor's in Behavioral Science or related field and at least three