Senior Patient Relations & Experience Lead

Johns Hopkins Hospital; Tacoma (WA); On-site; USD 37,000 - 60,000; Full time

Job summary

The Johns Hopkins Hospital in Baltimore, MD is seeking a Sr. Patient Relations Specialist to manage, investigate, and respond to high-profile patient complaints and grievances, coordinating with Risk Management and other departments to ensure timely intervention and a high-quality patient experience.

This role requires a Bachelor’s degree (Master’s preferred) and a minimum of five years in a health-care setting with customer service and conflict-management experience; duties include staff

Qualifications

• Bachelor’s degree in health care management, psychology, communications, business or a related field required.
• Master’s degree strongly preferred.
• Requires a minimum of 5 years of experience in health care environment, including customer service, conflict management experience.
• Requires knowledge of general policies and procedures of the Patient Relations department, normally acquired through 3-5 years of experience within this job or equivalent.
• Requires analytical ability to investigate patient complaints/grievances, engage and interview patients and family/caregivers and employee team members to guide resolution reports.

Responsibilities

• Manage, investigate, and respond to high-profile patient complaints and grievances.
• Record and report interactions accurately and maintain documentation.
• Serve as internal expert resource for staff training and problem solving.
• Direct compliance of staff performance through audits to ensure timeliness, consistency, accuracy, and completeness.
• Facilitate complex, multi-disciplinary family meetings and de-escalation where needed.

Skills

Customer service

Conflict management

Analytical ability

Education

Bachelor’s degree in health care management / related field

Master’s degree preferred

Job description

The Johns Hopkins Hospital in Baltimore, MD is seeking a Sr. Patient Relations Specialist to manage, investigate, and respond to high-profile patient complaints and grievances, coordinating with Risk Management and other departments to ensure timely intervention and a high-quality patient experience.

This role requires a Bachelor’s degree (Master’s preferred) and a minimum of five years in a health-care setting with customer service and conflict-management experience; duties include staff