PATIENT RELATIONS SPECIALIST

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YOU BELONG HERE

What Awaits You?

• Career growth and development
• Employee and Dependent Tuition Assistance
• Diverse and collaborative working environment
• Affordable and comprehensive benefits package

Our competitive Benefit Package is designed to support the well-being and financial security of our employees. You can explore the details of our benefits offering by visiting the following link: https://jhhs.mybenefitsjhhs.com/

Shift: Full-time (40 hours), Day Shift; 8:30 am - 5:00 pm

Location: 600 N. Wolfe Street, Baltimore, MD 21287

Summary: The Patient Relations (PR) Specialist collaborates with leadership to develop and implement strategies to achieve and sustain a five-star patient and family/caregiver experience. The PR Specialist will work closely with clinical and non-clinical staff to initiate review and response to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances in a timely and comprehensive manner. As a patient relations expert, the PR Specialist has strong analytical, communication, conflict resolution, and documentation skills to support and/or resolve real-time and post-incident investigations, ensuring transparent and productive communication between the patient/family member and the service team where the concern originated. The PR Specialist is an active member of the organization's Patient Experience team where they routinely collaborate with Patient Experience staff, including advocates, coaches, Clinical Customer Service Reps, Clinical Customer Service Coordinators, as well as physicians, nurses, and other providers to understand where dissatisfaction, misunderstanding, and opportunity exist to improve the experience for future patients and caregivers in alignment with the strategic direction of the hospital concerning the overall patient experience. The PR Specialist processes calls and written correspondence by triaging them through the shared departmental email.

Knowledge, Skills and Abilities:

• Anticipates and responds to the needs of patients and/or patient representatives in a timely, professional, and compassionate manner.
• Maintains a strong focus on delivering a consistent, high-quality patient experience through personal accountability, attention to detail, and ownership of outcomes.
• Uses strong conflict resolution, diplomacy, and crisis intervention skills to manage stressful, sensitive, and emotionally charged situations.
• Remains fully engaged with patients and families/caregivers, demonstrating empathy, professionalism, and commitment to improving the patient experience.
• Communicates effectively with a wide range of audiences across the organization, including patients, families, caregivers, clinical staff, and senior leadership.
• Gathers, clarifies, and documents patient concerns in a structured and productive manner to support effective investigation and resolution.
• Utilizes database and case management systems in a timely and accurate manner, using clear, concise, and targeted language to support internal review and follow-up, including by Legal Counsel or other stakeholders.
• Applies strong customer service, critical thinking, and problem-solving skills to identify issues, develop solutions, and support resolution of patient concerns.
• Assists with project coordination, issue identification, education, facilitation, and resolution efforts related to patient concerns and service recovery.
• Demonstrates superior written and verbal communication skills, including the ability to prepare professional correspondence, reports, and presentations.
• Facilitates discussions with professionalism, tact, and flexibility, maintaining a calm and productive tone even in difficult situations.
• Works independently while also collaborating effectively with others to achieve patient relations goals.
  Recommends appropriate actions to leadership based on assessment of patient concerns and case findings.

Qualification:

• Bachelor's degree in hospitality management, business administration, healthcare administration, or a related field (Required)
• One year of relevant education may be substituted for one year of required work experience, or one year of relevant professional-level work experience may be substituted for one year of required education.
• Minimum 2 Years of Experience: 2+ years of experience in patient relations or patient advocacy in a healthcare setting (Required)
• Navigate rapidly changing situations, from evolving patient needs to technological advancements, by remaining flexible, continuously learning, embracing new challenges, and quickly recovering from setbacks.
• Solid written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.
• Work assignments are varied and sometimes require interpretation.
• Strong attention to detail and self-directed to consistently ensure data integrity and accuracy.
• Uphold ethical principles by maintaining confidentiality, ensuring informed consent, and making decisions that prioritize the well-being of both patients and staff.

Salary Range: Minimum 24.32/hour - Maximum 40.16/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.