Patient Relations Specialist

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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, MarylandBoard 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, diversityand behavioral health concerns.
• Facilitate complex, multi-disciplinary family meetings, utilizing advanced problem-solving skills and de-escalationtechniques.
• Serve as the lead for cases managed through the Communication and Resolution Program (CRP), in collaborationwith the Director of Patient Experience.
• Patient relations training for all clinical and non-clinical roles across the organization.
  

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 HopkinsHealth Systemand its affiliatesare 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.