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UNC Health · 1 week ago

Patient Experience Advisor - Patient Relations

Chapel Hill, NC

Full-time

Onsite

Mid Level

$23.01/hr - $33.07/hr

4+ years exp

UNC Health is an inclusive organization dedicated to improving health and well-being in the communities it serves. The Patient Experience Advisor ensures a positive healthcare experience by managing patient grievances and complaints, conducting investigations, and collaborating with various stakeholders to provide effective resolutions.

Addiction TreatmentHealth CareHealth DiagnosticsHospitalNon ProfitWellness

Responsibilities

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

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

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

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

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

Qualification

CPXP CertificationPatient grievance managementPersuasive speakingClear communicationEmpathyPositive languageSelf-controlTaking responsibilityPatienceAttentivenessWillingness to improveDealing with challengesAdmitting lack of answersAdaptabilityEffective listeningTime management