Sr. Patient Relations Specialist

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

Requisition #:676279 Location:Johns Hopkins Hospital, Baltimore, MD 21287 Category:Marketing Schedule:Day Shift Employment Type:Full Time

To further The Johns Hopkins Hospital strategic priority around Patient & Family Centered Care, the position of Sr. Patient Relations Specialist manages, investigates and responds to high profile, multi-disciplinary and complex patient complaints and grievances, often-requiring immediate attention and intervention. The Sr. PR Specialist is responsible for accurately and timely recording and reporting all interactions and maintaining appropriate documentation while maximizing patient and family satisfaction of the patient experience. This role serves as an internal expert resource for staff training, consultation and problem solving for the PR Specialist team. The PR Specialist directs compliance of staff performance through random and focused case file audits to ensure timeliness, consistency, accuracy, and completeness for the Patient Relations Specialist team.

This role in collaboration with the Director of Patient Relations serves as the point of contact for high profile cases, including those from the Risk Management Department, claims, and litigation. They are also responsible for cases that were forwarded to Joint Commission, Maryland Board of Physicians and the Department of Health and Mental Hygiene to assure compliance with the CMS and other regulatory guidelines. The Sr. PR Specialist utilizes advanced skills and training when handling cases with political, civil rights, discrimination, ADA, diversity and behavioral health concerns. This role facilitates complex, multi-disciplinary family meetings, utilizing advanced problem-solving skills and de-escalation techniques. The Sr. PR Specialist in collaboration with the Director of Patient Relations serves as the patient advisor in Medication Panel (Med Panel) Reviews with psychiatric patients. Additional responsibilities include patient relations training for all clinical and non-clinical roles across the organization

Education

Bachelor’s degree in health care management, psychology, communications, business or a related field required. Master’s degree is strongly preferred.

Experience

• 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.

Salary Range

Minimum 26.51/hour - Maximum 43.76/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.