Patient Relations Specialist - Customer Service Call Center

UNC Health is an inclusive organization dedicated to improving health and well-being in the communities it serves. The Patient Relations Specialist acts as a liaison between patients and hospital departments, focusing on conflict management and complaint resolution while enhancing patient advocacy and experience.

Responsibilities

• Complaint Resolution- Documents complaints by listening to patient and patient family complaints documenting details determining what resolution is sought. Resolves complaints by listening to patients and their families directing them to a physician or supervisor helping them present facts to the hospital representative developing acceptable resolutions following-up on outcomes. Prevents complaints by counseling with supervisors and managers who see a problem developing offering suggestions to resolve potential complaints modifying practices that cause repeated complaints. Alerts legal department and administrator by documenting unresolved complaints and potential legal actions
• Patient Experience- Improves quality results by studying, evaluating, and re-designing patient complaint processes implementing changes. Enhances patient advocacy and hospital reputation by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments. Act as consultants in relation to patient satisfaction to help sustain a patient-family centered environment. Lead Patient Experience training
• Professional Development- Updates job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations. Perform other related duties incidental to work described herein
• Regulatory Requirements- Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission standards. Maintains patient rights by educating patients responding to patient and patient family complaints resolving patient issues reporting unresolved issues. Assist with the completion and explanation of Advance Directives

Skills

• Bachelor's degree in Business Administration, Health Administration, Behavioral Science or an appropriate discipline
• If Bachelor's degree, no prior experience required
• If Associate's degree, four (4) years of experience in patient relations or customer service is required
• If high school diploma, eight (8) years of experience in patient relations or customer service is required
• Excellent customer service, persuasion, excellent verbal communication, building relationships, resolving conflict, coordination, listening, excellent organization, integrity, attention to detail, excellent written communication, patience, critical thinking and compassion

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