Facility

Cape Fear Valley Medical Center

Location

Fayetteville, North Carolina

Department

Patient Relations

Job Family

Clerical

Work Shift

Days (United States of America)

Summary

Investigate, resolve and report organization-specific patient and visitor compliments and complaints to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to Cape Fear Valley Health System. Acts as an internal consultant to CFV employees, patients, families and physicians in their efforts to enhance customer experience.

Major Job Functions

The following is a summary of the major essential functions of this job.  The incumbent may perform other duties, both major and minor, that are not mentioned below.  In addition, specific functions may change from time to time:

• Promotes customer satisfaction by representing patients, families, staff and physicians to obtain solutions to concerns by acting on their behalf with administration or other departments/services

• Communicates patients' and families' concerns, compliments, complaints, and requests to administrative, medical, and ancillary staff

• Investigate, evaluate and manage conflicts by determining direction to resolve patient complaints involving all aspects of service provided by Cape Fear Valley Health System

• Provide guidance, coaching and support to staff in the development and enhancement in improving the customer experience

• Provides a central source of information, referral, and interpretation of hospital services, programs, policies and procedures

• Recommends policy changes, settlements, reimbursement and/or account adjustments as necessary

• Other duties as assigned

Minimum Qualifications

The following qualifications, or equivalents, are the minimum requirements necessary to perform the essential functions of this job:

Education and Formal Training: 

• Bachelor's degree in a social sciences field or health-related profession required

• NC Notary Public or obtain appointment within 6 months of employment required

Work Experience: 

• 2 years in a position which requires a high level of interaction with people required

• Healthcare experience preferred

Knowledge, Skills, and Abilities Required: 

• Proficiency in reading, writing, and speaking the English language

• Knowledge of Erickson's developmental model and demonstrates age specific interventions

• Knowledgeable of and sensitive to the psychosocial, spiritual and cultural needs of individuals

• Ability to apply the techniques of problem solving, active listening, and diffusion of anger for people who are under stress

• Good communication skills, problem solving and planning skills, interpersonal skills, conflict management skills, and negotiation skills

• Ability to demonstrate maturity and exercise judgment in accommodating the needs of patients/families and visitors within existing Health System policies

• Ability to speak effectively before groups of health system customers or employees

• Ability to set goals and take responsibility for achieving them

• Basic computer word-processing skills

• Proficiency with Microsoft Windows Programs preferred

• Ability to learn quickly and adapt calmly to changing situations preferred

• Bilingual proficiency preferred

Physical Requirements: 

• Speaking, hearing and visual acuity required

• Work involves frequent standing and walking

• Long periods of sitting at a desk required

• Motor coordination and finger dexterity required for computer work

Required Licenses and Certifications

Cape Fear Valley Health System is an Equal Opportunity Employer M/F/Disability/Veteran/Sexual Orientation/Gender Identity