Patient Partnership Specialist

Patient Partnership Specialist

Location: Presbyterian Medical Center (Charlotte, NC)

Schedule: Monday - Friday | 8:00am - 4:30pm

The Patient Partnership Specialist coordinates and manages the complaint and grievance process including formal written correspondence with patients and their representatives, acting as a liaison between the patient and hospital, honoring patients’ rights, and ensuring patients receive remarkable care and service. Patient Partnership Specialists analyze complaint and grievance data to identify and report trends/themes within assigned facility. Specialists with unit or department leaders to perform service recovery using the Novant Health service recovery model.

• Coordinate, document, and resolve complaints and grievances of varying complexity 
• Interview patients or representatives to identify concerns and expectations
• Facilitate communication between patients, families, and care teams
• Schedule and coordinate meetings with appropriate stakeholders
• Provide written grievance responses in accordance with regulatory standards
• Collaborate with Patient Experience Advisors and leaders to review satisfaction data
• Support action plans designed to improve experience outcomes

• Demonstrated ability to build strong cross-functional partnerships and work collaboratively with teams across various business units, highly preferred.
• Demonstrated ability to communicate effectively in writing, translating complex information into clear, concise, and customer-focused messaging, highly preferred.
• Customer service experience, highly preferred.

• 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

At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves.