Work Location: On-site

UNC Health System

Dual Site Coverage

UNC Onslow Memorial Hospital- Jacksonville, NC

UNC Lenoir Memorial Hospital- Kinston, NC

Description:

ApolloMD is looking for a Patient Experience Advocate to join the onsite team at UNC Health System.

The purpose of the Patient Experience Advocate is to partner with Emergency Medicine (EM) Leadership in building an integrated care team across the care continuum. This involves prioritizing customer service to our patients and monitoring performance in tandem with onsite medical directors and administration.

Key Responsibilities:

• Support of Patient Experience initiatives with onsite rounding of patients in the ED and Waiting Room with AIDET skills.
• Help assist in resolving real-time patient concerns.
• Provide real-time feedback to the provider team regarding customer service and patient experience competencies.
• Identify opportunities for improvement to help increase patient satisfaction.

Supports Medical Directors in deploying and monitoring protocol for our clinical teams but not limited to:

• Daily EM census-driven workflow process.
• Care Coordination in collaboration with Emergency Department Team.
• Onsite identification of daily discharges, patients with extended LOS, and opportunities for improvement of staffing/demand mismatch.
• Reinforcing clear expectations with clinical teams.
• Weekly summary of progress, obstacles, and additional opportunities for change.
• Work with site administration and clinical teams to identify, plan, and drive patient-centered projects regarding:
  • Patient experience

Knowledge, Skills, Abilities:

• Consistently interact with patients in a professional and customer service-focused manner.
• Ensures timely and clear communication.
• Can provide clear, structured written communications.
• Prepares easily understandable documents that facilitate timely and efficient project work & decision making.
• Uses the appropriate communication style to clearly articulate issues/ideas/solutions/progress at all levels.
• Able to challenge the status-quo and suggests changes and improvements to existing processes and procedures.
• Works as a dyad partner with Medical Director, Nursing Leadership, and Administration.
• Displays integrity to high ethical standards
• Ensures data-driven approach to identifying/prioritizing aspects of a problem.
• Actively monitors action plans to ensure issues are addressed and changes are instituted.

Education and Experience:

• Prefer LPN, scribe, CAN, EMT or clinical background but not required.
• One (1) or more years of relevant work experience with emphasis on customer service, performance improvement, data analysis and project management.