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. About Duke Raleigh Hospital, A Campus of Duke University Hospital Pursue your passion for caring with the Duke Raleigh Campus in Raleigh, North Carolina. With 204-beds, it is the third largest of the four Duke Health hospitals and offers a comprehensive array of services, including cancer, cardiovascular, neuroscience, advanced gastrointestinal, and wound healing care. Job Summary 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 University Hospital. Provide monthly accountability and variance analysis of Balanced Scorecard Customer Service Outcomes to assigned Clinical Service Units. Work Performed Facilitate resolution of complaints/grievances/requests for Patients & Visitors for assigned Clinical Service Unit. 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 DHIP/Health System physicians, leadership, ensuring grammatical accuracy and according to the terms of the Duke grievance policy. Coordinate interventions/services with DHIP Customer Service and Patient Relations, Patient and Visitor Relations and Risk Management. 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 monthly basis. Assist in the preparation of annual and quarterly executive reportsfor 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. Serve as a resource to answer questions regarding Advance Directives. Influence change across the Clinical Service Unit Perform other related duties incidental to the work described herein. Knowledge, Skills and Abilities Possess strong customer service skills/interpersonal interactions; ability to handle difficult
