Just Culture Patient Relations Manager

Beth Israel Lahey Health; Boston (MA); On-site; USD 130,000 - 160,000; Full time

Job summary

Beth Israel Lahey Health seeks a dynamic Manager, Patient Relations to lead patient relations, patient safety, and risk management activities within the Healthcare Quality Department. The role focuses on Just Culture, High Reliability, and enterprise standards while guiding staff in investigations, communications, and process improvements.

Reporting to the Director of Patient Safety, you will coach teams, manage complex cases, and drive quality assurance through STARS data, ensuring timely

Qualifications

• Bachelor's degree required; Master’s degree preferred.
• 8–10 years related work experience, including 3–5 years supervisory/management experience in Patient Relations, Patient Safety, Quality Assurance, Risk Management, or Claims Investigation.
• Formal training in Just Culture and High Reliability Organization (HRO) methodology.
• Advanced skills with Microsoft applications (Outlook, Word, Excel, PowerPoint, Access) and other web-based tools.

Responsibilities

• Manage day-to-day patient relations and collaborative patient safety/risk management activities in a high-volume environment.
• Oversee investigation, response, and timely resolution of patient complaints/grievances.
• Coach staff on disclosure, apology, and documentation processes; author QA letters of resolution and termination as needed.
• Monitor trends in patient concerns and report to leadership; support regulatory reporting requirements.

Skills

Decision making

Problem solving

Independence of action

Written communications

Oral communications

Teamwork

Customer service

Education

Bachelor's degree

Master’s degree

Tools

Microsoft Office

Job description

Beth Israel Lahey Health seeks a dynamic Manager, Patient Relations to lead patient relations, patient safety, and risk management activities within the Healthcare Quality Department. The role focuses on Just Culture, High Reliability, and enterprise standards while guiding staff in investigations, communications, and process improvements.

Reporting to the Director of Patient Safety, you will coach teams, manage complex cases, and drive quality assurance through STARS data, ensuring timely