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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:

Implements strategic plans in order to enhance patient experience, patient relations, and advocate for the voice of the patient. Provides data analysis and improvement guidance to ensure high performance in patient experience. Manages patient complaints and grievances. Plans and executes activities that support organizational goals for patient experience/teammate engagement. Participates as an active leader of various entity and system committees representing patient experience and patient relations.

Responsibilities:

1. Incorporates UNC Health values into all aspects of daily work: It starts with me. Carolina Care. One great team. Leading the way.

2. Collaborates with Directors, Managers, physicians and other organizational leaders to ensure alignment of goals and priorities in the implementation of Carolina Care across all disciplines, service lines, departments and areas of patient care.

3. Collaborates with risk management and department managers to investigate and resolve patient concerns; provides appropriate follow-up and documentation on patient complaints and grievances.

4. Provides improvement insights to physician leadership, physicians and APPs to improve perceptions of care provider communication in the medical practice setting based on patient survey feedback.

5. Works with the management team to develop and implement tactical plans to support clinical areas, ancillary programs and the organization as a whole; identifying appropriate methods, tools, and vehicles to achieve patient experience goals.

6. Provides facilitation in patient experience meetings, including Carolina Care Oversight, Carolina Care Huddle, Carolina Care Champions and Patient & Family Advisory Council.

7. Prepares unit and service line scorecards, custom reports and “deep dive” analysis of patient experience data derived from surveys; identifies performance trends and recommends opportunities for intervention, coaching and adjustment to goals.

8. Maintains the Patient Experience SharePoint site, ensuring alignment with system documents and compliance with PolicyStat. Promotes patient experience best practices and utilization of the PGFusion portal as a source for improvement resources.

9. Manages activities associated with initiatives such as physician transparency, care rounds and other partnerships.

10. Collaborates with patient experience counterparts across the UNC Health enterprise.

11. Manages key patient experience vendor partnerships and ensures adherence to contractual obligations for various platforms (Digital Rounding Tool, Transparency of Patient Comments on UNC Health Find a Doctor site, Patient Experience survey platforms, etc.)

Other Information

Other information:

Education Requirements:

• Bachelor’s degree in an appropriate discipline.

Licensure/Certification Requirements:

• No licensure or certification required.

Professional Experience Requirements:

• Three (3) years of relevant experience in healthcare, customer relations or patient relations/experience/advocacy.

Knowledge/Skills/and Abilities Requirements:

• Excellent customer service; Excellent verbal/written communication; Excellent organization, time management and attention to detail; Critical thinking; Compassion/Patience; Empathy and Adaptability; Responsibility and ownership; Conflict Resolution; Knowledge of dealing with challenging situations and managing multiple tasks; Ability to collect and interpret patient experience feedback and survey data; Knowledge of Press Ganey or similar survey system; Knowledge of patient experience models

Job Details

Legal Employer: NCHEALTH

Entity: UNC REX Healthcare

Organization Unit: Patient Relations

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $28.59 - $41.09 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: US:NC:Raleigh

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.

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 [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.

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.