Patient Relations Specialist, Full Time Days

Summary

Investigate, resolve and report organization-specific patient and visitor compliments and complaints to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to Cape Fear Valley Health System. Acts as an internal consultant to CFV employees, patients, families and physicians in their efforts to enhance customer experience.

Major Job Functions

• Promotes customer satisfaction by representing patients, families, staff and physicians to obtain solutions to concerns by acting on their behalf with administration or other departments/services
• Communicates patients' and families' concerns, compliments, complaints, and requests to administrative, medical, and ancillary staff
• Investigate, evaluate and manage conflicts by determining direction to resolve patient complaints involving all aspects of service provided by Cape Fear Valley Health System
• Provide guidance, coaching and support to staff in the development and enhancement in improving the customer experience
• Provides a central source of information, referral, and interpretation of hospital services, programs, policies and procedures
• Recommends policy changes, settlements, reimbursement and/or account adjustments as necessary

Minimum Qualifications

• Education And Formal Training: Bachelor's degree in a social sciences field or health-related profession required
• NC Notary Public or obtain appointment within 6 months of employment required
• Work Experience: 2 years in a position which requires a high level of interaction with people required
• Healthcare experience preferred

Required Licenses And Certifications

• Cape Fear Valley Health System is an Equal Opportunity Employer M/F/Disability/Veteran/Sexual Orientation/Gender Identity