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Patient Partnership Specialist

Company: Novant Health
Location: Charlotte
Posted on: November 23, 2021

Job Description:

Overview 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. At Novant Health, one of our core values is diversity and inclusion. By engaging the strengths and talents of each team member, we ensure a strong organization capable of providing remarkable healthcare to our patients, families and communities. Therefore, we invite applicants from all group dynamics to apply to our exciting career opportunities. Qualifications * Education: 4 Year/Bachelor's degree preferred. * Experience: Minimum of three years of customer service experience, preferably in a healthcare setting required. * Licensure/Certification: Notary Public required. * Additional skills required: Patient Partnership Specialists use their independent judgement and decision making skills to advise and/or direct clinical front line staff, managers, and physician partners on how best to resolve and respond to complaints and grievances following appropriate policies and procedures. Patient Partnership Specialists represents administration regarding patient complaints and grievances, making decisions and recommendations on how best to support our patients, families, and guests regarding care and concerns. Patient Partnership Specialists lead/manage the complaint and grievance process in the manager's absence and as directed per above assignments received. Excellent verbal and written communication skills. Strong writing, editing and proofreading skills are essential. * Additional skills preferred: Ability to speak Spanish and successfully complete the Novant Health bilingual competency program. Responsibilities It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time. * Our team members are part of an environment that fosters team work, team member engagement and community involvement. * The successful team member has a commitment to leveraging diversity and inclusion in support of quality care. * All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

Keywords: Novant Health, Charlotte , Patient Partnership Specialist, Other , Charlotte, North Carolina

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