Healthcare Customer Relations Specialist

2 weeks ago


Baltimore, Maryland, United States MedStar Health Full time

Position Overview:

MedStar Health is seeking a dedicated Patient Advocate to enhance the experience of patients, families, and visitors at our facilities. The Patient Advocate will focus on delivering exceptional customer service by addressing conflicts, providing guidance, and ensuring a consistently welcoming atmosphere throughout all access points.

This role involves collaborating with various departments and teams to effectively manage patient concerns and grievances. The Patient Advocate will also ensure adherence to The Joint Commission standards.

Key Responsibilities:

  • Investigate and assess customer complaints and grievances, crafting suitable verbal and written responses to amicably resolve issues.
  • Escalate matters to the Director of Risk Management when necessary, including lost property complaints and serious safety incidents.
  • Identify opportunities for enhancement and present detailed recommendations and action plans to Quality and Risk leadership.
  • Monitor patient relations initiatives, assess changes, and evaluate performance metrics.
  • Engage with patients and families in various settings, including outpatient areas, inpatient rooms, and the Emergency Department, ensuring follow-up to confirm resolution satisfaction.
  • Conduct regular audits of complaints and grievances to maintain compliance with MedStar Franklin Square Medical Center and CMS standards.
  • Participate in local patient experience team meetings and relevant committees.

Qualifications:

A Bachelor's degree in business management, hospitality, healthcare administration, or a related field is required. A minimum of 2 years of progressively responsible experience in service excellence is preferred. Familiarity with improvement processes is essential.

This position offers a competitive salary range of $38.49 per hour.



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