Patient Experience Advisor - Central Administration

Description Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina. 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 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. 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 Job Details Legal Employer: NCHEALTH Entity: UNC Health Medical Group Organization Unit: Central Administration Work Type: Full Time Standard Hours Per Week: 40.00 Salary Range: $23.24 - $33.41 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:Morrisville 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 race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation. 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 View email address on click.appcast.io if you need a reasonable accommodation to search and/or to apply for a career opportunity. #J-18808-Ljbffr UNC Health