Assistant Director of Patient Relations

Johns Hopkins Hospital; Maryland; On-site; USD 80,000 - 140,000; Full time

Job summary

Johns Hopkins Hospital in Baltimore, MD seeks an experienced leader to direct the Office of Patient Relations, oversee program coordinators and staff, and advise senior management on patient-centered care initiatives.

The role collaborates with Risk Management on grievances, ensures CMS and Joint Commission compliance, and analyzes trends to improve the patient experience within budget guidelines.

Qualifications

• At least 5 years’ experience in customer relations or service capacity, preferably in a healthcare environment.
• At least 2 years in a supervisory, managerial or leadership capacity.
• Bachelor’s degree required.

Responsibilities

• Direct the Office of Patient Relations and supervise Program Coordinators, Sr. Patient Relations Specialist, and Patient Relations Specialists.
• Advise Medical and Nursing leadership and Senior Management on programs to create a patient- and family-centered care culture.
• Collaborate with Risk Management on grievances involving litigation and regulatory investigations; ensure CMS, MDH, and Joint Commission compliance.
• Develop reports and analyze trends to reduce complaints and improve patient experience.
• Manage operations within budgetary guidelines including HR and data integrity.
• Coordinate new programs, planning, implementation and performance monitoring; lead quality improvement initiatives.
• Lead meetings and disclose adverse events to patients and families; drive process improvements across departments.

Skills

Customer relations

Leadership experience

Education

Bachelor’s degree

Master’s Degree preferred in related fields

Job description

Requisition #:674880 Location:Johns Hopkins Hospital, Baltimore, MD 21287 Category:Healthcare Operations Schedule:Day Shift Employment Type:Full Time

Position Summary

• Reports directly to the senior director of patient relations and is responsible for directing the Office of Patient Relations, the management and supervision of the Program Coordinators, Sr. Patient Relations Specialist, and Patient Relations Specialists. Advises Medical and Nursing leadership and Senior Management on programs necessary to create a patient and family centered care culture.
• Works closely with the Risk Management Department on patient grievances that involve litigation, Maryland Department of Health investigations and Joint Commission complaints. Assures the organization remains compliant with the CMS Conditions of Participation, Maryland Department of Health Regulations and Joint Commission Standards related to the disposition of patient grievances. Executes on and helps improve a written procedure manual to address complaints and grievances.
• Provides oversight and direction of the complaint management database. Develops reports and analyze trends to reduce the frequency of complaints and grievances. This position is responsible for directing the integration and use of Patient Relations data to identify JHH trends and opportunities proactively and retrospectively to improve processes that promote an improved patient experience, as well as furthering our strategic priority of patient and family-centered care.
• Manages all operations within budgetary guidelines, including human resources, professional development, data integrity, and facility need.
• Responsible for the coordination of new program, planning, implementation and monitoring. Responsible for the selection, orientation and performance of professional staff and process improvement initiatives.
• Additional activities include quality improvement, regulatory compliance, timely, responsive, and accurate review and resolution of patient grievances, complaints and requests for service. Leads meetings including disclosure of adverse events to patients and families, communicates and supports initiatives (including complaint resolution program) both vertically and horizontally to the workforce. Identifies gaps in current processes or performance and strategies to achieve improvement with sustainability. Works with all functional units, departments and clinics to resolve patient complaints and grievances timely.

Work Experience

• At least 5 years’ experience in customer relations or service capacity, preferably in a healthcare environment, including at least 2 years in a supervisory, managerial or leadership capacity.

Education

• Bachelor’s degree required.
• Master’s Degree preferred in Communications, Healthcare Administration, Business, Social Sciences, Nursing, Social Work or a related field. Emphasis on courses related to health care management, interpersonal skills and communications preferred.

Salary Range: Minimum 38.44/hour - Maximum 67.27/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.