Atrium Health · 1 week ago
Patient Experience Manager Atrium Health Union FT Days
Monroe, NC
Full-time
Onsite
Mid, Senior Level
$40.30/hr - $60.45/hr
5+ years expAtrium Health is a leading nonprofit integrated health system in the United States, and they are seeking a Patient Experience Manager to serve as a liaison between patients, families, and staff. This role involves managing patient concerns, providing support services, and collaborating with various departments to enhance the patient experience.
Health CareHospitalMedical
Responsibilities
Serves as a liaison, mediator and point of contact for patients, families, and staff and faculty experiencing difficulties
Explains medical phenomena and hospital policy/procedures in understandable terminology and maintains confidentiality of all information. Handles complex issues/problems and refers only the most complex issues to higher-level staff. Exercises good judgment and discretion, knowing when to escalate problematic situations to achieve resolution
Provides professional support services for all hospital departments/clinics, including management teams, physicians, and administration. Builds relationships and establishes rapport within the Medical Center
Represents Risk Management and executive leadership with written and verbal communications
Advises and contributes to various committees and initiatives within the Medical Center, attends debriefing/disclosure meetings, participates in Charge Nurse Training, serves on organizational committees, facilitates and, relationship building, and negotiations of monetary and billing claims and requests. Possesses comprehensive knowledge of subject matter
Reports, investigates, and resolves patient/family concerns. Identifies and reports all relevant aspects of patient concerns and allegations of abuse in a concise and objective manner. Reviews medical records to determine the basis of concerns and to execute the reporting process effectively
Provides verbal or written follow-up in a timely manner by recognizing and prioritizing situations that require immediate attention. Thoroughly addresses specific questions and areas of concern, and implements plans for improvement to prevent the recurrence of reported problems
Analyzes and obtains the information necessary to document grievances in accordance with Medical Center policy as well as state and federal directives. Maintains documentation and completes formal letters of resolution to meet deadlines
Collaborates with Risk Management to determine the appropriateness of care, if any financial considerations are advisable, and escalates situations involving safety concerns or legal action
Maintains professional knowledge and exhibits versatility. Trains, coaches, and mentors? new hires and less experienced colleagues. Assists leadership with developing and implementing rewards and recognition programs
Participates in weekly meetings, webinars, completes hospital-required trainings, and attends conferences. Interacts with co-workers in an effective, positive, team-building and professional manner to encourage a cohesive work environment
Provides age/developmentally appropriate patient care in accordance with Age/Developmental Specific Care Guidelines for specific age groups served
Performs other duties as assigned
Qualification
Required
Exceptional oral and written communication skills
Exceptional interpersonal, problem solving, and investigative skills
Works independently and possesses expertise in mediation skills
Knowledgeable about governmental agency accreditation requirements
Ability to deal calmly and effectively with people who may be emotionally volatile
Mediation skills, customer service and/or medical field experience required
Knowledge of medical terminology and Medical Center service lines/chain of command
Bachelors degree in Sociology, Psychology, or other Human Relations field with five years related experience in a Medical Center setting required
Preferred
Masters degree
Benefits
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Company
Atrium Health
Atrium Health, part of Advocate Health, is redefining how, when and where care is delivered.
Founded in 2007Charlotte, North Carolina, USA
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$6MKey Investors
Isabella Santos Foundation
2018-04-11Grant· $5M
2017-02-23Grant· $1M
Leadership Team
Dick Baker, IOM, CFRM
Executive Director/CEO, The HealthCare Foundation of Cleveland County
Eugene A. Woods
President and CEO
Recent News
Charlotte Business Journal
2025-02-01
Charlotte Business Journal
2025-02-01
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