Patient Advocate - DHIP Operations

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Duke Health Integrated Practice

Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina.

JOB LOCATION

DHIP Administrative Offices RTP - 4825 Creekstone Dr

JOB SUMMARY

We are seeking a  Patient Advocate to manage and resolve patient and visitor complaints, grievances, requests, and feedback; document concerns and outcomes; and communicate directly with patients and families. Collaborate with clinical and operational leaders to address concerns, identify system issues, improve patient experience outcomes, and support a patient-centered culture through consultation and improvement initiatives.

JOB DUTIES AND RESPONSIBILITIES

- Facilitate resolution of complaints/grievances/requests for Patients & Visitors for Ambulatory clinics.
- Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.
- Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into Feedback Monitor database. Compose letters or e-mails to patients, visitors, or PDC/Health System physicians, leadership, ensuring grammatical accuracy and according to the terms of the Duke grievance policy.
- Coordinate interventions/services with Duke Health Customer Service and Patient Relations, Patient and Visitor Relations entities and Risk Management.
- Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve.
- Develop a consultant relationship with assigned clinics to build and sustain a patient/customer-focused culture.
- Participate in committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
- Perform other related duties incidental to the work described herein.

JOB ELIGIBILITY REQUIREMENTS

Education

- Work requires Bachelor's degree in Behavioral Science or related field.

Experience

- Three years of customer service experience, preferably in a health care setting.

Degrees, Licensure, and/or Certification

- Notary Public Preferred

Knowledge, Skills, and Abilities

- Possess strong customer service skills/interpersonal interactions; ability to handle difficult and angry people constructively; savvy enough to interact with physicians/senior leadership
- Excellent analytical skills, including analysis, planning, organizing, and troubleshooting
- Proficient in Windows-based operating software/systems Good oral and written communication skills; presentations skills
- Ability to work with minimal supervision
- Adaptability with high tolerance for ambiguous work situations
- Knowledge of health care, HMO/health insurance and/or Duke Medical Center experience
- Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues Must be visible to staff, offering support and modeling service behaviors and concern resolution processes
- Must be able to address difficult, awkward situations with tact and diplomacy
- Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.
- Must be informed regulatory healthcare representatives for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members, and staff

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.