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Business Analyst - UNCPN Administration Staff - Patient Experience

Job ID: 2208
Location: Morrisville, NC
Facility/Division: UNC Physicians Network
Status: Full Time
Shift: Day Job

Job Description

Description

Become part of an inclusive organization with over 30,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Patient Experience Specialist

UNC Physicians Network

Summary

Are you a relentless consumer advocate? Do you think the healthcare industry needs to evolve and adapt to consumerism in an ever evolving and data-driven world? Are you energized by assimilating data and transforming it into meaningful, actionable insights that define strategies and drive execution of a patient-centric healthcare experience? If so, UNC Physicians Network is looking for you to join our team!

This position serves as the patient advocate for UNC Physicians Network, communicating with patients to collect and appropriately respond to feedback, managing and providing analysis of the patient survey and insights. In partnership with the UNCPN Experience Team and other UNC Health System Departments, the Patient Experience Specialist uses data, feedback and insights to inform UNCPN Experience, Operations and Clinical Departments’ work.

The Patient Experience Specialist reports to the Manager of Patient, Clinician & Co-Worker Experience.

Responsibilities

  • Monitor and provide analysis on patient experience trends and opportunities based on survey data, consumerism insights, market research, industry best practices and other data streams.
  • Log and track patient feedback, reporting on trends and recommending best practices for leadership, clinicians and practices.
  • Take patient calls and communication. Respond appropriately, sharing complaints with partner departments (billing, operations, clinical and legal) to investigate and address, and sharing positive feedback for co-worker and clinician kudos with appropriate teams.
  • Advise operations teams on best practices for service recovery and patient relations.
  • Collaborate with colleagues on the experience team to represent the patient perspective in co-worker and clinician initiatives.
  • Partner with UNCPN and system counterparts to continually improve data collected from patient experience surveys.
  • Lead transparency efforts to share patient comments on online clinician profiles. Monitor patient comments and advise on opportunities for improvement and best practices.
  • Monitor reputation insights, sharing with operations and practice teams for kudos and improvement opportunities.
  • Manage interpreter services program at UNCPN, working with vendor and practices to best meet patient needs.
  • This position will work with the UNCPN Experience Committee, comprised of clinicians, practice and administrative co-workers and operations team members, to build a UNCPN Patient & Family Advisory Council to serve as the patient voice at UNCPN.

Other Information

Other information:
Education Requirements:
● Bachelor’s degree in Business Administration, Economics, Finance, Public Administration or related field (or equivalent combination of education, training and experience).
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● If a Bachelor's degree: Two (2) years of experience in professional accounting, management of an operational unit, business analysis or financial analysis.
● If an Associate's degree: Six (6) years of experience in professional accounting, management of an operational unit, business analysis or financial analysis.
● If a High School diploma or GED: Ten (10) years of experience in professional accounting, management of an operational unit, business analysis or financial analysis.
Knowledge/Skills/and Abilities Requirements:


Job Details

Legal Employer:NCHEALTH

Entity: UNC Physicians Network

Organization Unit: UNCPN Administration Staff 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes



This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

Equal Employment Opportunity

UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.

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