Patient Relations Specialist
 UNC Health Care | |||||||||||||||||||||||||||||||
 United States, North Carolina, Goldsboro | |||||||||||||||||||||||||||||||
| 2700 Wayne Memorial Drive (Show on map) | |||||||||||||||||||||||||||||||
 Sep 22, 2026 | |||||||||||||||||||||||||||||||
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Description Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina. Summary: Responsibilities: 1. Complaint Resolution- Documents complaints by listening to patient and patient family complaints documenting details determining what resolution is sought. Resolves complaints by listening to patients and their families directing them to a physician or supervisor helping them present facts to the hospital representative developing acceptable resolutions following-up on outcomes. Prevents complaints by counseling with supervisors and managers who see a problem developing offering suggestions to resolve potential complaints modifying practices that cause repeated complaints. Alerts legal department and administrator by documenting unresolved complaints and potential legal actions. 2. Patient Experience- Improves quality results by studying, evaluating, and re-designing patient complaint processes implementing changes. Enhances patient advocacy and hospital reputation by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments. Act as consultants in relation to patient satisfaction to help sustain a patient-family centered environment. Lead Patient Experience training. 3. Professional Development- Updates job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations. Perform other related duties incidental to work described herein. Regulatory Requirements- Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission standards. Maintains patient rights by educating patients responding to patient and patient family complaints resolving patient issues reporting unresolved issues. Assist with the completion and explanation of Advance Directives. 1. Complaint Resolution- Documents complaints by listening to patient and patient family complaints documenting details determining what resolution is sought. Resolves complaints by listening to patients and their families directing them to a physician or supervisor helping them present facts to the hospital representative developing acceptable resolutions following-up on outcomes. Prevents complaints by counseling with supervisors and managers who see a problem developing offering suggestions to resolve potential complaints modifying practices that cause repeated complaints. Alerts legal department and administrator by documenting unresolved complaints and potential legal actions. 2. Patient Experience- Improves quality results by studying, evaluating, and re-designing patient complaint processes implementing changes. Enhances patient advocacy and hospital reputation by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments. Act as consultants in relation to patient satisfaction to help sustain a patient-family centered environment. Lead Patient Experience training. 3. Professional Development- Updates job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations. Perform other related duties incidental to work described herein. Regulatory Requirements- Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission standards. Maintains patient rights by educating patients responding to patient and patient family complaints resolving patient issues reporting unresolved issues. Assist with the completion and explanation of Advance Directives.Other information:
Job Details Legal Employer: Wayne Health Entity: Wayne UNC Health Care Organization Unit: Patient Experience Work Type: Full Time Standard Hours Per Week: 40.00 Work Assignment Type: Onsite Work Schedule: Day Job Location of Job: WAYNE MED Exempt From Overtime: Exempt: No Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation. | |||||||||||||||||||||||||||||||