NHRMC, established in 1967 in Wilmington, NC, is recognized as a preeminent healthcare organization focused on leading our community to outstanding health. We have an 855 bed network of hospitals and multi-specialty physician group practices with more than 200 physicians. With a network of primary, specialty, neighborhood clinics and regional medical centers; you will find our culture is the very definition of best in practice. Join us and find out how many ways NHRMC offers you the chance to focus on what really matters - our patients and community.
About the Job
Location: New Hanover Regional Medical Center
Department: PAL Dept
Full Time Equivalent: FTE: 1.000000
Work Type: 64 to 80 Hours Pay Period
Work Schedule: 8HR DAY - Most of shift btwn 7A-3P
Exempt from Overtime: Exempt: Not Applicable
What You'll Do
The team member’s Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understands how to contribute to the health system’s vision of achieving that commitment to patients and families. At Novant Health, people are our business. We treat each other with respect and compassion. We embrace the differences in our strengths while fostering an environment of inclusion, empowerment, inspiration and courage. The team member will use Novant Health’s First Do No Harm (NHFDNH) safety behaviors/error prevention tools and high reliability strategies as appropriate to ensure a safe, remarkable patient experience. The Patient Partnership Specialist is primarily responsible for coordinating and managing the complaint/grievance process including formal written correspondence with patients and their loved ones, acting as a liaison between the patient and hospital, honoring patient’s rights, and ensuring patients are receiving remarkable care and service. Patient Partnership Specialists partner with service line leaders to review and analyze grievance-related trends and develop an action plan to address. Responds to complaints and grievances on behalf of hospital administration. Works with unit or department leaders to perform service recovery using the Novant Health service recovery model.
Essential Functions • Complaint and Grievance Resolution: Coordinates and documents complaints and grievances with varying degrees of complexity. Interview patients or their loved ones to determine nature of care needed and direct them to the appropriate healthcare providers. Ensures coordination of communication between patients and loved ones and Novant Health team members. Schedules and coordinates meetings with patients or loved ones and ensure that corresponding Novant Health team members’ availability. Provides communication to patients and loved ones regarding their concerns and complaints. Performs crisis intervention duties to facilitate resolutions. Responds to complaints and grievances with the intent to reach the best resolution possible to maintain trust and loyalty, using the Service Recovery model. Documents resolution and informs the patient/loved one of the outcome in writing when it is a grievance. • Regulatory Requirements: Knowledgeable of state/federal laws and regulations related to job responsibilities. Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures. Adheres to the guidelines of the Conditions of Participation (CoPs) for the Centers for Medicare Services (CMS) and The Joint Commission (TJC). Serves as an advocate to ensure patient rights are honored. • Process Improvement: Analyzes complaint and grievance data to identify trends/themes within assigned service line departments. Shares service line/department trends/themes and recommends proactive solutions. Provides analytical support and coordinates requests for ad hoc report requests. Assignments are completed on time within the boundaries of the agreed upon delivery date. Ability to prepare reports and represent ideas clearly and concisely. Actively participates in process improvement initiatives and shared decision making. • Patient Experience: Displays excellent customer service skills. Collaborate with the Patient Experience Advisors for service line area of support to review patient satisfaction and grievance data. Develops and executes action plans designed to decrease grievances and improve the patient experience. Develops action plans related to trends. Supports department leaders to improve the patient experience. • Professional Development: Develops expertise for identified areas within the service line supported. Seeks opportunities for personal growth and professional development. Participates in education opportunities. Non-Essential Functions • Patient Service Support: Support patients and loved ones with special needs and requests, including but not limited to, executing Advance Directives and/or notary services (varies per facility), interpreter services, lodging, transportation and other amenities.
* Bachelors Degree
Experience Years of Experience Required/Preferred Description 3 Required Minimum of three years of customer service related experience, preferably in healthcare Refer to the Life Support Training Policy NH-HR-3096. Licensure/Certification Type (ex NP, RN, CMA) Required/Preferred Notary Public Preferred Additional Skills/Requirements (required) • Patient Partnership Specialist are required to use their independent judgement and decision-making skills to manage the grievance process. Excellent written, verbal, communication and interpersonal skills. Exhibits analytical and critical thinking skills. Ability to function effectively in an environment with multiple fluctuating priorities. Must be detail oriented and possess a high level of organizational skills including time management. Proficient with computer skills, including Microsoft Word and Excel. Requirements include strong letter writing, proofreading and editing skills. Ability to exercise considerable judgement and discretion in establishing and maintaining good working relationships. Notary public certification is facility specific. Additional Skills/Requirements (preferred) • Ability to speak Spanish and successfully complete the Novant Health bilingual competency program.