Manager - Patient Relations

Overview

Wage Range: $84,906 - $135,845 per year. Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Mission: Evergreen Health will advance the health of the community it serves through our dedication to high quality, safe, compassionate, and cost-effective healthcare.

Job Summary Leads the department responsible for patient complaints, grievances, and service recovery. Fosters a culture of responsiveness, safety, and patient-centered care. Ensures timely investigation and resolution of concerns. Partners across departments to drive process improvements and a consistent high-quality patient experience. Functions as a key liaison to clinical leaders, administrative teams, and patients and families, this position is responsible for translating feedback into actionable improvements while maintaining compliance with CMS, Joint Commission (TJC), and other regulatory requirements.

• Supervises, mentors, and evaluates the Patient Relations team, fostering a high-performing, patient-centered department. Supports professional growth through coaching and targeted development plans.
• Oversees the intake, investigation, and resolution of patient complaints and grievances. Ensures compliance with CMS, TJC, HIPAA, and other regulatory requirements.
• Communicates effectively with department and clinical leaders, physicians, patients, and families, translating concerns into timely, actionable resolutions.
• Leads system- and process-improvement initiatives to enhance the safety reporting and grievance management system, including optimizing workflows, data collection, reporting, and patient experience outcomes.
• Develops and delivers education and guidance for department staff, clinical leaders, and users of the safety event/complaint reporting system as needed.
• Analyzes trends in patient feedback and grievance data. Shares insights with senior leadership and the Board to drive continuous quality, safety, and patient experience improvements.
• Partners with Risk Management, Quality, Compliance, and Patient Experience to integrate patient feedback into safety initiatives, policy updates, and organizational risk mitigation strategies.
• Acts as a liaison for patients and families, ensuring their experiences inform departmental policies, service recovery efforts, and operational improvements.
• Develops and maintains departmental policies, procedures, and standard workflows to ensure consistency and regulatory compliance.
• Performs other duties as assigned.

REQUIRED for the position:

• Bachelor’s degree in Public Health, Social Services, Hospital Administration, or other related field
• 5 years of hospital operations experience
• Strong communication, presentation, negotiation, and problem-solving skills
• Proven ability to achieve positive outcomes working with patients, families, employees, and physicians

DESIRED for the position:

• Master’s degree in Public Health, Social Services, Hospital Administration or other related field
• Advanced training in mediation, negotiation, or conflict resolution techniques
• Experience analyzing patient feedback and grievance data to inform process improvement initiatives
• Experience with safety reporting or complaint management systems and interdisciplinary collaboration with Risk, Quality, or Compliance teams

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans 457(b) and 401(a) with employer contribution
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits
• Cafeteria & Gift Shop Discount