Patient Relations Specialist

Join an amazing global healthcare organization!

Excellent compensation package!

Awesome benefits, including dependent tuition reimbursement!

Location:

600 N. Wolfe Street, Nelson 170

Baltimore, MD 21287

Shift:

Full Time (40 hours)

Day Shift; 8:30am - 5:00pm

Weekends Required: No

Position Summary:

To further The Johns Hopkins Hospital strategic priority around Patient & Family Centered Care, the position of Patient Relations (PR) Specialist collaborates with leadership in developing and implementing 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 possesses strong analytical, communication and conflict resolution skills to assist and/or resolve real-time and post incident investigations to ensure transparent and productive communication between the patient/family member and service team where concern originated. The PR specialist is an active member of the organization’s Service Excellence team where they routinely collaborate with Patient Experience staff, including advocates, coaches, CCSRs, CCSCs, as well as physicians, nurses and other providers to understand where dissatisfaction, misunderstanding and opportunity exists 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 may be responsible for the intake process by triaging calls and written correspondence through the shared departmental email.

Education:

Work requires a level of knowledge in hospitality, health care administration, office management or related discipline as obtained from the completion of a Bachelor’s degree. Master’s Degree preferred

Required Work Experience:

Minimum 1 - 2 years demonstrated experience in customer service or health care role or Patient and Family Relations Role in a health care setting.

Knowledge, Skills and Abilities:

• Ability to recognize and/or anticipate needs of the patient and /or patient agent and respond accordingly
• Ability to thrive in stressful situations with strong conflict resolution skills
• Ability to be diplomatic and problem solve in crisis interventions and critical interactions
• Ability to be fully present with the patient and motivated by a desire to improve the overall patient experience
• Ability to move seamlessly between diverse patients and their families/caregivers
• Ability to clearly communicate at many different levels within the organization, including senior management and clinical providers
• Ability to converse in a productive and positive way, including soliciting detail regarding concerns, directing, focusing, and soliciting necessary information to allow for a meaningful starting point of an investigation
• Ability to use in a facile and timely way database management, utilizing clear, concise and targeted language for case management for others (such as Legal Counsel) to use
• Strong customer service skills: superior critical thinking skills and ability to generate ideas and fresh perspectives
• Project management, problem identification, teaching and resolution skills
• Superior written/verbal communication, presentation, and interpersonal skills
• Excellent facilitation and diplomacy skills
• Demonstrates tolerance and flexibility in all situations
• Exhibits consistent ability to maintain a productive and professional tone and demeanor regardless of others’ inability to do so
• Manages independently (Self-directed and strong collaborative skills) 16. Ability to maintain patient privacy

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts — including while at lunch or on breaks, and whether they are on or off campus.