Patient Partnership Specialist at Novant Health

Patient Partnership Specialist

The Patient Partnership Specialist is primarily responsible for coordinating and managing the complaint/grievance process including formal written correspondence with patients and their loved ones, acting as a liaison between the patient and hospital, honoring patient’s rights, and ensuring patients are receiving remarkable care and service. Patient Partnership Specialists analyzes complaint and grievance data to identify and report trends/themes within assigned facility. Works with unit or department leaders to perform service recovery using the Novant Health service recovery model.

Schedule: 8:00AM-5:00PM, Monday - Friday

Location: Forsyth Medical Center

• Education: 4 Year / Bachelors Degree, required.
• Experience:
  • Three years Healthcare related experience, required.
  • Two years Experience in case management, project management, marketing/communications, and/or social work, preferred.
• Licensure/Certification: Notary Public, preferred.
• Additional Skills (required):
  • Patient Partnership Specialists are required to use their independent judgement and decision-making skills to manage the grievance process.
  • Excellent written, verbal, communication and interpersonal skills.
  • Ability to work collaboratively with other healthcare professionals and influence change within the organization.
  • Able to continuously reprioritize, demonstrate flexibility and process multiple issues simultaneously.
  • Exhibits analytical and critical thinking skills.
  • Must be detail oriented and possess a high level of organizational skills including time management.
  • Proficient with computer skills, including Microsoft Office and Teams. Requirements include strong letter writing, proofreading and editing skills.
  • Ability to exercise considerable judgement and discretion in establishing and maintaining good working relationships.
  • Accepts responsibility for actions and responds positively from feedback.
  • Supports team members related to occupational stress.
  • Notary public certification is facility specific.
• Additional Skills (preferred): Ability to speak Spanish and successfully complete the Novant Health bilingual competency program.