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Durham, NC 27705
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Duke University Health System Job Description



Job Code: 5350
Job Level: E2
Revised Date: 08/15/2016
Supervisory Responsibility: No

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General Description of the Job Class

Investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to the Duke University Hospital. Provide monthly accountability and variance analysis of Balanced Scorecard Customer Service Outcomes to assigned Clinical Service Unit(s).


Duties and Responsibilities of this Level

Facilitate resolution of complaints/grievances/requests for Patients & Visitors for assigned Clinical Service Unit.

Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.

Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into Feedback Monitor database. Compose letters or e-mails to patients, visitors, or PDC/Health System physicians, leadership, ensuring grammatical accuracy and according to the terms of the Duke grievance policy.

Coordinate interventions/services with PDC Customer Service and Patient Relations, Patient and Visitor Relations and Risk Management.

Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service segment of the balanced scorecard on assigned CSU.

Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve. Conduct monthly accountability and variance analysis of balanced scorecard customer service outcomes.

Analyze complaint/grievance data and collaborate with CSU Leadership and staff on a monthly basis.

Assist in the preparation of annual and quarterly executive reports for senior leadership; present data to leadership teams.

Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture.

Lead Customer Service Training for staff on assigned CSU.

Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction. Notarize Advance Directives for DUHS/PDC patients by request; serve as a resource to answer questions regarding Advance Directives.

Influence change across the Clinical Service Unit

Perform other related duties incidental to the work described herein.


Required Qualifications at this Level


Work requires Bachelor?s degree in Behavioral Science or related field.



Three years of customer service experience, preferably in a health care setting.


Degrees, Licensure, and/or Certification:

Notary Public Preferred


Knowledge, Skills, and Abilities:

Possess strong customer service skills/interpersonal interactions; ability to handle difficult and angry people constructively; savvy enough to interact with physicians/senior leadership

Excellent analytical skills, including analysis, planning, organizing, and troubleshooting

Proficient in Windows-based operating software/systems Good oral and written communication skills; presentations skills

Ability to work with minimal supervision

Adaptability with high tolerance for ambiguous work situations

Knowledge of health care, HMO/health insurance and/or Duke Medical Center experience

Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues Must be visible to staff, offering support and modeling service behaviors and concern resolution processes

Must be able to address difficult, awkward situations with tact and diplomacy

Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.

Must be informed regulatory healthcare representatives for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members, and staff


Distinguishing Characteristics of this Level



The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.