Duke Raleigh Hospital Duke Raleigh Hospital offers the latest in care and technology in a patient-friendly setting. It has been an important part of Duke Health since 1998 and has served Wake County for more than 35 years, employing more than 2,000 teammembers. The hospital provides 186 inpatient beds and a comprehensive array of services, including the Duke Raleigh Cancer Center, Duke Raleigh Orthopedic and Spine Center, cardiovascular services, neurosciences including the Duke Raleigh Skull Base and Cerebrovascular Center, advanced digestive care, disease management and prevention, wound healing, outpatient imaging, intensive and progressive care, pain clinic, same-day surgery, emergency department and community outreach and education programs. U.S.News & World Report ranked Duke Raleigh Hospital as high performing in orthopaedics and five adult procedures/conditions: chronic obstructive pulmonary disease (COPD), heart failure, kidney failure, lung cancer surgery, and stroke.
Investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to the Duke Raleigh Hospital. Provide monthly accountability and variance analysis of Balanced Scorecard Customer Service Outcomes to assigned Clinical Service Unit(s).
40 hours Monday-Friday meeting the needs of Duke Raleigh Hosptial
Facilitate resolution of complaints/grievances/requests for Patients & described herein. Perform other related duties incidental to the work policy. database. Visitors for assigned Clinical Service Unit. Respond to suggestions and compliments submitted by patientsand 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 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 Coordinate interventions/services with PDC Customer Service and Patient Relations, Patient and Visitor Relations and RiskManagement. Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service segment of the balanced scorecard on assigned CSU. Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve. Conduct monthly accountability and variance analysis of balanced scorecard customer service outcomes. Analyze complaint/grievance data and collaborate with CSU Leadership and staff on a monthlybasis. Assist in the preparation of annual and quarterly executive reports for senior leadership; present data to leadership teams. Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture. Lead Customer Service Training for staff on assigned CSU. Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction. Notarize Advance Directives for DUHS/PDC patients by request; serve as a resource to answer questions regarding Advance Directives. Influence change across the Clinical Service Unit
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
Work requires Bachelor's degree in Behavioral Science or related field.
Three years of customer service experience, preferably in a health care setting.
Degrees, Licensures, Certifications
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