Patient Experience Coordinator

Agency

Dept of Health and Human Services

Division

Public Health

Job Classification Title

Human Services Planner/Evaluator II (NS)

Position Number

Grade

NC17

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest most complex agencies in the state and has approximately 17000 employees. It is responsible for ensuring the health safety and well-being of all North Carolinians providing human service needs for special populations including individuals who are deaf blind developmentally disabled and mentally ill and helping poor North Carolinians achieve economic independence.

Description of Work

The Patient Experience Coordinator position serves as the Patient Experience Coordinator for the Reproductive Health Branch providing professional planning and evaluative support for statewide family planning initiatives. The role focuses on strengthening patientcentered clinical experiences by coordinating implementation of the Title X patient experience plan and supporting related program activities. It operates within a collaborative environment involving state and local health departments community organizations and healthcare providers.

Work includes applying analytical consultative and program planning skills to support training needs datadriven decisionmaking and continuous improvement of patient experience outcomes. This position also contributes to grant development reporting processes and technical assistance for partners.


Key Duties Include:
- Coordinate implementation updates and outcome tracking for the statewide Title X patient experience plan.

- Facilitate patientcentered improvements by promoting consistent patientcentered practices across family planning programs.

- Manage patient experiencerelated training needs for the Reproductive Health Branch and local Title X agencies.

- Support preparation of Title X grant applications annual reports and Requests for Applications by contributing programmatic planning and evaluative input.

- Provide consultation and technical assistance to internal staff and external partners on patient experience practices in family planning services.

- Collaborate with the Branch Data Manager to monitor patient experience dashboard metrics and inform program decisions.

- Develop recommendations for next steps and improvement strategies based on patient experience data and stakeholder feedback.

- Maintain linkages with statewide and local organizations to promote awareness of patientcentered approaches in family planning.

- Engage communitybased organizations and agency partners to support coordinated improvement efforts.

- Participate in program planning activities involving data analysis process evaluation and development of tools supporting patient experience initiatives.

Knowledge Skills and Abilities/Management Preferences

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge Skills and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Demonstrated experience implementing program plans by managing updates tracking outcomes and coordinating project components related to patient experience initiatives.

• Skilled in applying social research and evaluation techniques including selecting analytical tools assessing data reliability and preparing conclusions that support program planning and improvement.

• Intermediatelevel proficiency using computerassisted statistical or analytic systems to review metrics interpret dashboard results and guide program decisions in family planning environments.

• Demonstrated experience coordinating and delivering professional trainings for program staff or partner agencies including developing session content aligned with program objectives.

• Proven track record providing technical assistance to internal teams and external partners to advance patientcentered program implementation and support improvements in service delivery.

About the NC Division of Public Health (DPH):
The NC Division of Public Health works to promote and contribute to the highest possible level of health for the people of North Carolina. Our entire statewide system of public health has dedicated professionals who carry out our mission every day through a wide range of essential and activities touching the lives of everyone in our state.

About The Women Infant and Community Wellness Section (WICWS):
The Women Infant and Community Wellness Section develops and promotes programs and services that protect the health and well-being of infants and of women during their child-bearing years. The goal is to improve the overall health of women reduce infant sickness and death and strengthen families and communities.

Compensation and Benefits:

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options standard and supplemental retirement plans and the NCFlex program (numerous high-quality low-cost benefits on a pre-tax basis). Employees also receive paid vacation sick and community service addition paid parental leave is available to eligible employees. Visit the website forState Benefits.

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employerthat embraces an Employment First philosophy which consists of complying with all federallaws state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications internal equity and budgetary considerations pertinent to the advertised position.

In accordance with the Governors Executive Order 303 our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas to include the following: Education including high school and all degrees obtained Work Experience and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.

• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions you must provide supporting information within the Work Experience section of the application to support your answers.

• If multiple applications are submitted to an individual posting only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.

• Applicantsmaybe subject to a criminal background check. All candidates selected for positions considered Positions of Trustwill besubject to a criminal background check.

• Due to the volume of applications received we are unable to provide information regarding the status of your application over the phone. To check the status of your application please log in to your account. Upon the closing date applications are Under Review and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.

• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application.The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.

• For a list of organizations that perform this specialized service please visit the NACES membership website at Credit Verification

  Degrees must be received from appropriately accredited institutions. Transcripts degree evaluations and cover letters may be uploaded with your application.

  Veterans and National Guard Preference

  • Applicants seeking Veterans Preference must attach aDD-214 Member-4 Form(Certificate of Release or Discharge from Active Duty) to their applications.

  • Applicants seeking National Guard Preference must attach an NGB 23A (RPAS) along with the state application if they are a current member of the NC National Guard in good standing.

  • Applicants who are former members of either the NC Army National Guard or the NC Air National Guard with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22 along with the state application.

  ADA Accommodations

  Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA) DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment DHHS will ensure that people with disabilities or known limitations covered by the PWFA are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process please contact the person indicated below.

  CONTACT INFORMATION

  If there are any questions about this posting please contact Talent Acquisition at. Resumes will not be accepted in lieu of completing this application.

  Minimum Education and Experience

  Some state job postings say you can qualify by an equivalent combination of education and experience. If that language appears below then you may qualify through EITHER years of education OR years of directly related experience OR a combination of both. See the Education and Experience Equivalency Guide for details.

  Planner:

  Masters degree in public or human service administration or a human services programmatic field from an appropriately accredited institution and two years of human service experience one of which must have been in human service program planning

  OR

  Bachelors degree from an appropriately accredited institution and four years of progressive administrative or consultative experience in human service program one of which must have been in human service program planning

  OR

  An equivalent combination of education and experience

  Evaluator:

  Masters degree in the field of psychology sociology or social work from an appropriately accredited institution and two years of experience in research and evaluation using statistical methodologies in human service programs

  OR

  Bachelors degree in one of the above fields of study from an appropriately accredited institution and four years of experience in research evaluation and statistical application in the human service field

  OR

  An equivalent combination of education and experience.

  EEO Statement

  The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination harassment or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy childbirth or related medical conditions; and for religious beliefs observances and practices.

  Recruiter:

  Tresha Walker

  Email: