Job Description

Job Description Position Highlights: Location: Lexington, North Carolina Full Time What We Offer: Day 1 Health Coverage: Choose from either copay or HSA-eligible health insurance options with coverage starting on your first day of work. Generous PTO: Accrual starts at up to 25 days/year, to be used for vacations, sickness, holidays, and personal matters. Parental Benefits: Six weeks paid birthing-mother maternity leave & four weeks paid parental leave for non-birthing parents. Retirement: Up to 7% employer-paid retirement contributions Education Reimbursement: We invest in your professional growth, offering up to $2,500 per year towards a bachelor's degree and up to $5,000 per year towards a graduate degree. Job Summary: Manages relationships between patients, families, and Medical Center personnel. Serves as a liaison and mediator for both internal and external parties when concerns and challenging situations arise. Compiles information for investigation, classifies concerns and grievances, determines appropriate follow-up actions, and facilitates resolution of problems. Maintains timely and strictly confidential documentation to be used when accrediting bodies review patient care and hospital procedures. Presents him/herself professionally, has excellent interpersonal and communication skills, and is dedicated to improving care and communication throughout the Medical Center. Handles moderately complex issues and problems, and refers more complex issues to higher-level staff. Possesses solid working knowledge of subject matter. May provide leadership, coaching, and/or mentoring to a subordinate group. What You'll Need: Bachelor's Degree in sociology, psychology, communications, or other human relations discipline required. 3+ years of experience in hospital patient relations or comparable experience in a related field may be considered. Knowledge of medical terminology and Medical Center service lines/chain of command preferred What You'll Do: Identifies concerns, responds to and provides follow-up to ensure patient/family resolution, satisfaction, and documentation for further analysis regarding maintaining/improving quality of care in the institution. Maintains patient confidentiality. Documents concerns for later analysis in order to maintain and improve the quality of care in the institution. Investigates and resolves patient/family problems with Medical Center departments by referral to appropriate departmental supervision. Performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center. Ensures that all contacts with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner. Promotes a caring and compassionate environment. Assists in the compilation of monthly Patient Relations reports. Maintains professional knowledge by participating in hospital-required trainings, attending conferences, and providing education/training around patient-and-family centered care. Provides age/developmental appropriate care in accordance with Age/Developmental Specific Care Guidelines for the specific age groups served when interacting with patient's families. Performs other duties as assigned i.e., covering the front desk, occasional rounding on units, etc. About Us Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist's two main components are an integrated clinical system - anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem - that includes Brenner Children's Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery. Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites. This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility. About the Team Mission, Vision and Culture Commitments Mission To improve health, elevate hope and advance healing - for all. Vision To be the first and best choice for care. Culture Commitments We create a space where all Belong We Work as One to make great things happen We earn Trust in all we do We Innovate to better the now and create the future We drive for Excellence - always Atrium Health

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