Sr. Patient Relations Specialist

The Johns Hopkins Health System Corporation (JHHS) is a not-for-profit organization dedicated to providing the highest quality patient health care in the treatment and prevention of human illness.  Read more here!

Our patients come from all over the world — and so do our staff members. They come to be part of a professional and diverse health care team; to work beside the unequaled talent of Johns Hopkins physicians, nurses and providers; and to enjoy extensive benefits and opportunities for personal and professional growth. Make it happen at Hopkins.

What awaits you: 

• Great schedule! This is an ONSITE role with hours Monday-Friday during normal business hours. May require travel to other Johns Hopkins sites.

• Room for growth!

• Outstanding team in a diverse work environment!

• Medical, Dental, and Vision Insurance.

• Retirement Savings Plan w/employer contribution.

• Generous Paid Time off & Paid holidays!

• Employee and Dependent Tuition assistance benefits!

• Health and wellness programs and MORE!

As the Senior Patient Relations Specialist, you’ll:

• Manage, investigate and respond to high profile, multi-disciplinary and complex patient complaints and grievances related to ADA/Section-1557 (disability discrimination cases), often- requiring immediate attention and intervention.

• Be responsible for accurately and timely recording and reporting all interactions and maintaining appropriate documentation while maximizing patient and family satisfaction of the patient experience.

• Serve 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 for the Patient Relations Specialist team.

• Utilize advanced skills and training when handling cases with political, civil rights, discrimination, ADA, diversity and behavioral health concerns.

• Serve as the point of contact for high profile cases, including those from the Risk Management Department, claims and litigation, and JH executive offices.

• Facilitates complex, multi-disciplinary family meetings, utilizing advanced problem-solving skills and de-escalation techniques.

What you’ll bring:

• Bachelor’s degree in Healthcare Management, Business, Psychology, Communications, or other related field required

• 5+ years of experience in customer service in a healthcare role/setting or in a patient experience role or other related field.

• Knowledge of general policies and procedures of the Patient Experience department, normally acquired through 5 years of experience within this job or equivalent.

Salary Range: Minimum 26.51/hour - Maximum 43.76/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.

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.