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Healthcare Customer Relations Specialist

2 months ago

Baltimore, Maryland, United States MedStar Health Full time
Overview of the Role

MedStar Health is seeking a dedicated Patient Advocate to enhance the patient experience at our facilities.

The Patient Advocate is responsible for ensuring that patients, families, and visitors receive exceptional service by addressing conflicts, providing guidance, and fostering a welcoming atmosphere throughout all entry points. This role involves collaboration with various departments and clinics to effectively resolve patient issues and complaints while ensuring adherence to The Joint Commission standards.

Key Responsibilities:
  • Investigate and analyze patient complaints and grievances, crafting suitable verbal and written responses to amicably resolve concerns. In cases requiring escalation, involve the Director of Risk Management. Address issues related to lost personal items and escalate serious safety concerns to the Medical Director of Quality, Risk, and Safety.
  • Identify opportunities for enhancement and present detailed recommendations and action plans to leadership in Quality and Risk.
  • Monitor patient relations initiatives, assess progress, and evaluate metrics. Engage with patients and families in various settings, including outpatient areas, inpatient rooms, and the Emergency Department, ensuring follow-up to confirm satisfactory resolution of issues.
  • Conduct regular audits of complaints and grievances to maintain compliance with MedStar Franklin Square Medical Center and CMS guidelines.
  • Participate in local patient experience team meetings and other relevant committees.
Qualifications:
  • Bachelor's degree in Business Management, Hospitality, Healthcare Administration, or a related field.
  • A minimum of 2 years of progressively responsible experience in a related field, preferably with a focus on service excellence and familiarity with improvement processes.