Senior Patient Relations & Grievance Specialist

Johns Hopkins Medicine; Baltimore (MD); On-site; USD 75,768,000 - 125,362,000; Full time

Job summary

Johns Hopkins Hospital seeks a Sr. Patient Relations Specialist to manage, investigate and respond to high-profile patient complaints, ensuring timely documentation and maximizing patient satisfaction.

This role serves as a resource for staff training and problem solving within the Patient Relations team. Collaboration with the Director of Patient Relations is essential, including involvement with Risk Management, Joint Commission, and Med Panel reviews.

Qualifications

• Bachelor's degree required in a related field.
• Master's degree strongly preferred.
• Minimum 5 years in a health care environment with customer service experience.

Responsibilities

• Manage, investigate and respond to high-profile patient complaints and grievances.
• Record and report all interactions accurately; maintain documentation.
• Provide staff training and act as resource for PR Specialist team.
• Conduct audits to ensure timeliness, accuracy, and completeness of case files.
• Facilitate complex family meetings and Med Panel reviews with the Director of Patient Relations.

Skills

Patient relations

Investigation

Conflict management

De-escalation

Staff training

Education

Bachelor's degree (health care management, psychology, communications, business)

Master's degree preferred

Job description

Johns Hopkins Hospital seeks a Sr. Patient Relations Specialist to manage, investigate and respond to high-profile patient complaints, ensuring timely documentation and maximizing patient satisfaction.

This role serves as a resource for staff training and problem solving within the Patient Relations team. Collaboration with the Director of Patient Relations is essential, including involvement with Risk Management, Joint Commission, and Med Panel reviews.