Patient Relations Specialist

Johns Hopkins Healthcare
Baltimore, MD
Apr 06, 2021
Apr 09, 2021
Accountant, IT
Full Time
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.Knowledge: Possess strong sense of personal accountability, passion, and ownership for achieving consistent, sustained, positive patient experience. 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. 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. Shift: Days, Full Time (40 hours) 8:30 am - 5:00 pm Exempt Work Location: JHH, 600 North Wolfe Street 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.

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