Part time
Job Title: Patient Relations Specialist
Employment Type: PRN
Shift Weekdays, day shift
Location Holy Cross Hospital - Silver Spring, MD
Position Purpose
An integral member of the hospital-wide service quality improvement program which addresses the needs of the hospital’s internal and external customers. Serves as a liaison between patients and visitors and Holy Cross Hospital leadership, functioning as the "face" of Holy Cross Hospital's Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply. Assists managers with identification and investigation of service quality issues. Responsible for the day-to-day support of the organization's goal to create a culture of exceptional service. Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines. Supports and promotes all initiatives of the Office of Patient & Family Experience and support the Mission of Trinity Health and Holy Cross Hospital.
As a Patient Relations Specialist, you will:
Document all complaints, concerns, and grievances regardless of how complaint was lodged (letter, email, phone call, in-person, social media, etc.) in appropriate system. Escalate risk complaints to the Risk Management department. Escalate non-risk complaints to Director, Patient Relations, as appropriate.
Coordinate responses to complaints and grievances in collaboration with the appropriate Manager or Director. Utilize the chain of command as necessary to deliver a timely response to the complaint. Respond to the complaint by the next business day (by phone, email, letter, or in person visit) and documents the communication. Complaints that require additional investigation or time to respond, are communicated to the person(s) lodging the complaint the next business day and documented as such.
Escalate complaint and grievance concerns to Director, Patient Relations, hospital leadership, and Risk Management as appropriate.
Utilize data obtained via patient and visitor interactions, MIDAS+, and Press Ganey to identify trends and opportunities for improvement action plans and programs. Assist leaders with identifying and trending of customer concerns. Provide support to leaders and staff in the implementation of service quality improvement initiatives.
Minimum Qualifications:
Bachelor’s degree in Business, Health Sciences, or related discipline required.
Minimum of five years of experience in a hospital setting.
Crisis management, de-escalation, and mediation experience is preferred.
Position Highlights and Benefits:
Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.
Work/Life balance with flexible schedules.
Free onsite parking.
Our mission and core values are what drive each member of Trinity Health to support each other, communicate openly and respectfully while embracing a culture that nurtures a healing, safe environment for all.
Referral Rewards Program
Pay Range:
Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.
About us:
Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties — Montgomery and Prince George's counties. Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services.
Holy Cross Health is an Equal Employment Opportunity (EEO) employer.
Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status.
Our Commitment
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Trinity Health is one of the largest not-for-profit, Catholic health care systems in the nation. It is a family of 123,000 colleagues and nearly 27,000 physicians and clinicians caring for diverse communities across 26 states. Nationally recognized for care and experience, the Trinity Health system includes 88 hospitals, 135 continuing care locations, the second largest PACE program in the country, 136 urgent care locations and many other health and well-being services. Based in Livonia, Michigan, its annual operating revenue is $21.5 billion with $1.4 billion returned to its communities in the form of charity care and other community benefit programs.
