Patient Experience Advisor - Patient Relations

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
The Patient Experience Advisor ensures positive, fair, and consistent health care experience services. This role collaborates with employees on all levels, patients, and guests to conduct investigations into allegations involving care and service for the health system. The Patient Experience Advisor determines the appropriate investigatory approach, analyzes the information obtained to reach reasonable conclusion and works with parties involved to provide an appropriate verbal or written response.

Responsibilities:
1. Responsible for effective case management of HCS patient grievances and complaints. Conduct assessments and provide actionable feedback. Utilize various conflict management techniques to deescalate the situation as needed.
2. Develops and leads patient grievance and complaint investigations. Oversees and hears formal, written and informal, verbal concerns. Partner with Legal/ Risk Management in conducting investigations, research policies/ practices, create and gather documentation, make recommendations and communicate resolutions when applicable. Identify best practices to influence continuous improvement in the organization. Make independent judgements and renders advice on patient grievances and complaints at all levels.
3. Coaches, mentors, and advises employees in developing an understanding and interpretation of policy and procedures related to patient grievance and complaint management. Collaborates with Legal/ Risk Management on disruptive behavior matters.
4. Assesses data from the patient grievance and complaint database to identify issues and themes within departments and divisions and recommend proactive solutions. Provide support on ad hoc requests for data.
5. Identifies patient grievance and complaint issues and develops strategy and practices to prevent further escalation. Keeps all stakeholders informed and aware of all CMS guidelines and deadlines.

Other information:
Education Requirements:
* Bachelor's degree in a related field
Licensure/Certification Requirements:
* CPXP Certification preferred
Professional Experience Requirements:
* Four (4) years of relevant experience or an equivalent combination or education and experience
* If Associate's degree, requires eight (8) years of relevant experience
* If high school degree, requires twelve (12) years of relevant experience
Knowledge/Skills/and Abilities Requirements:
* *Persuasive speaking skills
*Empathy
*Adaptability
*Ability to use positive language
*Clear communication skills (written and verbal)
*Self-control
*Taking responsibility
*Patience
*Effective listening
*Attentiveness
*Time management
*Willingness to improve
*Knowledge of dealing with challenging situations and customer experience
*Ability to admit that you do not have an answer

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: Patient Relations

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $22.45 - $32.27 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.