Patient Relations Specialist

Overview

Johns Hopkins Intrastaff is the internal staffing agency for the Johns Hopkins Health System and partner hospitals, providing temporary support to a variety of the Johns Hopkins locations. Our employees are the strength of our service.  Intrastaff is unique because it's one of the very few agencies where a person has the benefit of being a temporary employee and also feels like a member of a large organization. Working at Hopkins means joining a culturally diverse team that includes some of the best nurses, physicians and allied health professionals in the world. Directly or indirectly, you'll have exposure to cutting-edge technology and groundbreaking medical research.

Patient Relations Specialist

Location: Sibley Memorial Hospital, 5255Loughboro Avenue, NW, Washington, DC  20016

Hours: Monday-Friday, 10 a-6p

Pay rate: $35 per hour

Responsibilities

To further the NCR’s strategic priority around Patient & Family Centered Care, the position of Patient Relations Specialist Senior manages, investigates and responds to high profile, multi-disciplinary and complex patient complaints and grievances, often- requiring immediate attention and intervention. The Patient Relations Specialist Senior 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, case management, case documentation, and problem solving for the PR Specialist team.

• Direct compliance of staff performance through random and focused case file audits to ensure timeliness, consistency, accuracy, compliance, and completeness.
• Serve as the point of contact for high profile cases, including those from the Risk Management Department, claims and litigation, and JH executive offices.
• Responsible for cases that forwarded to Joint Commission, Maryland Board of Physicians and the Department of Health and Mental Hygiene in order to assure compliance with the CMS and other regulatory guidelines.
• Utilize advanced skills and training when handling cases with political, civil rights, discrimination, ADA, diversity and behavioral health concerns.
• Facilitate complex, multi-disciplinary family meetings, utilizing advanced problem-solving skills and de-escalation techniques.
• Serve as the lead for cases managed through the Communication and Resolution Program (CRP), in collaboration with the Director of Patient Experience.
• Patient relations training for all clinical and non-clinical roles across the organization.

Qualifications

Master’s degree in Health Care Management, Business, Psychology, Communications, or other related field required– along with 5 years of experience in customer service in a healthcare role/setting or in a patient experience role or other related field, or; Bachelor’s degree with 10 years of experience in customer service in a health care role/setting or in a patient experience role or other related field – Including conflict resolution and case management.

EPIC required after training.

Certificate of Patient Advocacy preferred.

Johns Hopkins Health System and its affiliates are an Equal Opportunity/ Affirmative Action employers. 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.