Patient Relations Specialist

Full‑Time, Monday‑Friday position at Inova Fairfax Hospital.

Benefits

• Medical, dental and vision coverage plus a robust team‑member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions, starting on day one.
• Tuition and student‑loan assistance: up to $5,250 per year for education and up to $10,000 for student loans.
• Mental health support: 25 coaching or therapy sessions per person per year at no cost for team members, spouses/partners and children.
• Work/life balance: paid time off and paid parental leave.

Responsibilities

• Act as the primary point of contact for patients and families, addressing inquiries and concerns promptly and professionally; provide clear, empathetic verbal and written communication about rights, responsibilities and accommodations.
• Assist team members in communicating policies and procedures within the Inova system and help providers translate clinical information into language appropriate for patients and families.
• Perform thorough investigations of complaints and grievances for leadership, reviewing patient charts; work closely with healthcare team members to resolve issues while ensuring respectful, empathetic communication.
• Facilitate meetings between patients, families and healthcare providers to achieve constructive resolutions; assist with lost belongings and provide written feedback for grievances in accordance with CMS guidelines.
• Monitor patient feedback, relay stories and information to leadership and the patient‑experience team, identify common trends, and propose solutions to improve overall satisfaction.
• Provide notary services for patients and families as needed.
• Educate patients about available resources, services and support programs; help them navigate the healthcare system and obtain necessary information.
• Educate healthcare team members on Patients’ Rights, ADA regulations and best practices for accommodating patients with disabilities, promoting a culture of inclusivity.
• Ensure staff are knowledgeable about accessible communication methods and assistive technologies.
• Assist in writing and updating policies to ensure compliance with healthcare regulations, privacy standards and Joint Commission grievance requirements; collaborate with compliance and legal teams.
• Maintain confidentiality of patient records; keep detailed documentation of complaints, actions taken and resolutions achieved.
• Collaborate with nursing, medical staff, leadership, decedent affairs, billing, quality, medical records, compliance, safety, patient experience, ethics and other departments to address patient and family needs.
• Work with risk and legal departments to address grievances in a timely manner; assist with creating and delivering behavioral‑health contracts.
• Interact with governmental bodies and community groups such as the Joint Commission, Social Services, Office of Civil Rights, state and local police, and adult/child protective services.
• Advocate for patients of diverse backgrounds, respecting cultural preferences; provide attestations for patients without family or caregivers.
• Assist patients with documenting advance directives, power of attorney, informed consent and end‑of‑life preferences.
• Help patients navigate financial services and insurance regulations, and resolve payment errors.

Requirements

• Education: Bachelor’s degree.
• Experience: Minimum 2 years of healthcare experience.
• Certification: Certified Notary Public within 3 months of hire.

Preferred Qualifications

• Clinical and/or administrative experience in a hospital setting.
• Patient advocacy experience.

About Us

Inova is Northern Virginia’s leading nonprofit healthcare provider. With more than 26,000 team members, we deliver world‑class care to the communities we serve and are recognized nationally for safety, quality and patient experience. We offer best‑in‑class facilities and professional development opportunities, supporting our staff at every step as we strive to shape a more compassionate future for healthcare.