Patient Relations Specialist

Inova Health System; Virginia; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Retirement matching 5%

Education assistance up to $5,250/year

Student loan assistance up to $10,000

Mental health support

Paid time off and parental leave

Job summary

Inova Alexandria Hospital is seeking a Patient Relations Specialist to ensure positive patient and family interactions. This full-time role, Monday-Friday, 9:00 a.m. - 5:30 p.m., serves as liaison and advocate, resolving concerns and guiding patients through the care system.

The position emphasizes ADA compliance, continuous learning, and high-quality service. Notary certification within 3 months is preferred, with opportunities to support patient experience improvements.

Qualifications

• Two years of healthcare or related customer service experience.
• Certified Notary Public within 3 months of hire.

Responsibilities

• Act as primary contact for patients and families, addressing inquiries promptly.
• Provide clear verbal and written communication about rights and accommodations.
• Assist team members in communicating policies within the Inova system.
• Explain clinical information in understandable terms to patients and families.
• Investigate complaints and coordinate resolutions with leadership.
• Monitor feedback and relay insights to leadership to improve experiences.
• Provide notary services for patients and families.
• Educate patients about resources and assist with navigating the system.
• Support policy development and CMS guideline compliance.
• Maintain confidentiality and detailed records of complaints.

Skills

Customer service

Healthcare experience

Education

Bachelor's degree

Job description

Inova Alexandria Hospital is looking for a dedicated Patient Relations Specialist to join our team. This role will be Full-Time, Monday-Friday, 9:00 a.m. - 5:30 p.m.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave

Patient Relations Specialist Job Responsibilities:

The Patient Relations Specialist is a critical role in ensuring positive interactions between Inova and our patients and families. This position is responsible for resolving patient concerns, complaints and grievances, providing excellent customer service by serving as a liaison between our teams and our patients and loved ones. Included in this advocate role is significant subject matter expertise to ensure our organization is compliant with Americans with Disabilities Act (ADA) and other governing bodies. Patient Relations Representatives will have ongoing training and education to stay updated on changes in healthcare regulations and best practices. Their expertise in these areas can contribute to better patient experiences, compliance with regulations, and the overall quality of healthcare services provided by the organization.

• Act as the primary point of contact for patients and their families, addressing inquiries and concerns promptly and professionally.
• Provide clear and empathetic verbal and written communication to patients, ensuring they understand their rights and responsibilities and all accommodations available in a timely manner.
• Assists team members in communicating to patients and families policies/procedures within the Inova system.
• Assist team members and providers in effectively communicating clinical knowledge and complexities of care into language appropriate for the receiver (patient and/or family).
• Complaint Mediation and Resolution:
  • Performs thorough investigations of complaints and grievances for leadership through detailed reviews of patient’s chart.
  • Works closely with healthcare team members to resolve issues while ensuring respectful and empathetic communication.
  • Facilitates meetings between patients, families, and healthcare providers, ensuring a respectful and constructive resolution.
  • Assists with patient lost belongings and resolutions.
  • Provides written feedback for grievances according to CMS guidelines.
• Monitor feedback and relay stories and information to the appropriate leadership and patient experience team to enhance patient satisfaction and improve the overall patient experience.
• Identifying common trends in patient/family feedback to specific areas for improvement and elevate to leadership as appropriate.
• Provide insight to possible solutions to trends in patient and family issues.
• Provide notary services for patients and families.
• Education and Support for Patients and Team Members:
  • Educate patients about available resources, services, and support programs.
  • Assist patients in navigating the healthcare system and obtaining necessary information.
  • Educate healthcare team members on Patients’ Rights and Responsibilities, ADA regulations and best practices for accommodating patients with disabilities and promote a culture of inclusivity.
  • Ensure that healthcare providers and staff are knowledgeable about accessible communication methods and assistive technologies.
• Policy Development:
  • Assist in writing policies and compliance with healthcare regulations, policies, and procedures related to patient relations and privacy.
  • Collaborate with the compliance and legal teams to develop and update policies and procedures related to Joint Commission grievance.
• Data Management:
  • Maintains the confidentiality of patient records and information.
  • Maintain detailed records of complaints and grievances, with all actions taken, and resolutions achieved.
• Collaborate with other departments, including nursing, medical staff, leadership, decedent affairs, billing, quality, medical records, compliance, safety, patient experience and ethics to address the needs of our patients and their families.
• Works with the risk and legal department to appropriate address patient/family grievances in a timely manner.
• Assists with creating and delivering behavioral health contracts to patients.
• Works with governmental bodies and community groups such as Joint Commission, Social Services, Office of Civil Rights, state and local police departments, adult and child protective services.
• Advocacy:
  • Advocate for patients of diverse backgrounds to receive the highest quality care while respecting their individual cultural backgrounds and preferences.
  • Provide attestations when necessary for patients without family or caregivers.
  • Advocating and assisting patients with documenting Advance Directives, Power of Attorney, Informed Consent, and their preferences for end‑of‑life care.
  • Assist patients navigate financial services and insurance regulations and resolve pay errors.

Minimum Qualifications:

• Experience: Two years of healthcare or related customer service experience
• Certification: Certified Notary Public within 3 months of hire

Preferred Qualifications:

• Clinical and/or administrative experience in the hospital setting

About Us

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world‑class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best‑in‑class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.

Inova Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy‑related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.

Job Info

• Job Identification 686892
• Job Category Patient Services
• Locations Inova 8095 - Fairfax East (On‑site)
• Degree Level Bachelor's Degree (BA, BS, BSN, etc.)