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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 our service delivery at MedStar Franklin Square Medical Center.

The Patient Advocate is responsible for ensuring that all patients, families, and visitors receive exceptional service by addressing conflicts, providing guidance, and fostering a consistently welcoming atmosphere across all access points. This role collaborates closely with various departments and clinics to effectively manage patient concerns and grievances, while ensuring adherence to The Joint Commission standards.

Key Responsibilities:
  • Investigates and evaluates customer complaints and grievances, crafting suitable verbal and written responses to amicably resolve issues. In cases requiring escalation, liaises with the Director of Risk Management. Addresses issues related to lost belongings and escalates serious safety events to the Medical Director of Quality, Risk, and Safety.
  • Identifies opportunities for enhancement and presents detailed recommendations and action plans to Quality and Risk leadership.
  • Monitors patient relations initiatives, assesses efforts, and evaluates performance metrics. Engages with patients and families in various settings, including outpatient areas, inpatient rooms, and the Emergency Department, ensuring follow-up to confirm resolution satisfaction.
  • Conducts regular audits of complaints and grievances to maintain compliance with MedStar Franklin Square Medical Center and CMS standards.
  • Participates in local patient experience team meetings and 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.
This position offers a competitive salary range.