SR PATIENT RELATIONS SPECIALIST

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Join an amazing global healthcare organization!

Excellent compensation package!

Awesome benefits, including dependent tuition reimbursement!

Location:

JHH, 600 N. Wolfe Street, Baltimore, MD 21287

Shift:

Full Time, Day shift (40 hours), 8:30 am - 5:00 pm

Position Summary:

To further The Johns Hopkins Hospital's 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, as well as maintaining appropriate documentation while maximizing patient and family satisfaction with 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.

In collaboration with the Director of Patient Relations, this role 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 forwarded to the Joint Commission, the Maryland Board of Physicians, and the Department of Health and Mental Hygiene to ensure 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. In collaboration with the Director of Patient Relations, the Sr. PR Specialist 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:

Requires a minimum of a Bachelor's degree in health care management, psychology, communications, business, or a related field. Master's degree preferred. Years of experience in health care customer service may be substituted for years of education at a 2:1 rate. (8 Years). Requires a minimum of 5 years of experience in the health care environment, including customer service and conflict management experience.

Licensure/Certification:

None

Required Work Experience:

Requires a minimum of 5 years of experience in the health care environment, including customer service and conflict management experience.

Knowledge, Skills, and Abilities:

Requires knowledge of general policies and procedures of the Patient Relations department, usually acquired through 3-5 years of experience within this job or equivalent.

Requires analytical ability to investigate patient complaints/grievances, engage and interview patients, family/caregivers, and employee team members to guide resolution reports.

High-level interpersonal skills are needed to interact with patients, families, caregivers, and medical staff to manage emotionally charged and conflicting views or issues and mediate fair solutions.

Excellent, concise, and well-developed writing and oral communication skills are required.

Salary Range: Minimum $26.12/hour - Maximum $43.11/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.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. 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.