Patient Experience Coordinator

Agency

Dept of Health and Human Services

Division

Public Health

Job Classification Title

Human Services Planner/Evaluator II (NS)

Position Number

65036103

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 17,000 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 patient‑centered 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, data‑driven decision‑making, 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 patient‑centered improvements by promoting consistent patient‑centered practices across family planning programs.

- Manage patient experience–related 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 patient‑centered approaches in family planning.

- Engage community‑based 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

Salary Grade Range: $60,881.00 - $106,544.00

Recruitment Range: $60,881.00 - $76,724.00

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.

• Intermediate‑level proficiency using computer‑assisted 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 patient‑centered program implementation and support improvements in service delivery.

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is 100% Federally Funded

This Position Is Eligible For A Hybrid Work Option

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 leave. In addition, paid parental leave is available to eligible employees. Visit the website for State Benefits. 

Supplemental Contact Information: 

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, 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:  https://www.ncdhhs.gov/. 

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 Governor’s 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. 

               

Application Process 

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. 

• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject 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 https://www.naces.org/members. 

Degree/College 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 Veteran's Preference must attach a DD-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 talentacquisition@dhhs.nc.gov. 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:

Master’s 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

Bachelor’s 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:

Master's 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

Bachelor’s 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:

talentacquisition@dhhs.nc.gov