SR PATIENT RELATIONS SPECIALIST

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You were meant for Hopkins. Sibley Memorial Hospital is a private, not-for-profit, community health care provider, governed by a community-based board of trustees. We can offer the most advanced, innovative technology with the collaboration and teamwork typically found in a community hospital. Our exceptional employee development programs offer unlimited career growth potential.

What Awaits You?

• Career growth and development
• Diverse and collaborative working environment
• Paid Time Off
• Affordable and comprehensive benefits package

The 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.

Hear from our hospital president

https://www.youtube.com/watch?v=qj5KuB34gU8

Location:

Sibley Memorial Hospital

Washington D.C.

Shift:

FT/Days

Education:

• Master's degree in HealthCare 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

* Bachelor's degree with 10 years of experience in customer service in a healthcare role/setting or in a patient experience role or other related field - Including conflict resolution and case management.

Work Experience:

Minimum of 5 years demonstrated experience in healthcare environment, including customer service, conflict resolution, and case management.

Required Licensure, Certification, On-going Training:

Certificate of Patient Advocacy preferred

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

• Directs compliance of staff performance through random and focused case file audits to ensure timeliness, consistency, accuracy, compliance, and completeness.
• Serves 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.
• Utilizes advanced skills and training when handling cases with political, civil rights, discrimination, ADA, diversity and behavioral health concerns.
• Facilitates complex, multi-disciplinary family meetings, utilizing advanced problem-solving skills and de-escalation techniques.
• Serves 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.

Knowledge, Skills, and Abilities:

• Requires knowledge of general policies and procedures of the Patient Experience department, normally acquired through 5 years of experience within this job or equivalent.
• Requires analytical ability to investigate patient complaints/grievances, engage and interview patients and family/caregivers and employee team members to guide resolution reports.
• High level interpersonal skills needed to interact with patients, families, caregivers, and medical staff to effectively manage emotionally charged or conflicting views/issues to be able to mediate fair solutions. Excellent, concise, and well-developed writing and oral communication skills are required.
• Work requires the analytical skills to resolve highly complex problems requiring the application of scientific or technical principles, theories, and concepts and in-depth, experience-based cross-functional knowledge. Often entails highly emotional situations of anger, aggression, grief, and being overwhelmed.

Our competitive Benefit Package is designed to support the well-being and financial security of our employees and includes:

• Full medical, dental, and vision plans,
• Retirement plans,
• Paid time off (PTO),
• Tuition reimbursement for you and your dependents,
• Earn up to $1,000 annually for practicing self-care with Healthy @ Hopkins
• Tell a friend and get paid! Ask about our Employee Referral Program Bonus!
• And more! Visit https://jhhs.mybenefitsjhhs.com/

Important Notices:

***Authorization to Work in the United States:Applicants who require sponsorship now or in the future will not be considered for this position.

Salary Range: Minimum $32.63/hour - Maximum $53.82/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.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. 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.