Patient Experience & Grievances Lead

Akron Children’s Hospital; Akron, Northern (OH, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Akron Children’s Hospital is seeking a Senior Patient Relations Specialist to serve as a liaison between patient families and the health care system. You will investigate concerns, collaborate with leaders to resolve grievances, and support a culture of family-centered care and continuous quality improvement.

The role emphasizes effective communication, service excellence, and timely resolution of complaints, with responsibilities spanning documentation, tracking, and staff mentorship to uphold

Qualifications

• Excellent written and verbal communication skills required.
• Demonstrated ability to speak to large groups preferred.
• Experience collaborating with professionals at all levels within an organization.
• Experience in healthcare is required.
• Knowledge of CMS regulations and TJC standards applicable to complaint resolution is required.
• Proficiency in MS Office or similar software is required.
• Experience in EPIC or other EMR systems is preferred.

Responsibilities

• Manages the complaint and grievance worklist throughout investigation and resolution.
• Interviews patients and families and reviews medical records to determine resolution strategies.
• Facilitates service recovery efforts to restore confidence and provide an outstanding experience.
• Acts as a senior resource on healthcare services, patient rights, policies and procedures.
• Leads staff assessment and escalation for unresolved concerns.
• Maintains confidential records of patient interactions, grievances and resolutions.
• Engages Risk Manager/Quality for complex situations and timely resolution.
• Tracks trends to identify systemic issues and supports quality improvement reports.
• Conducts proactive rounding to strengthen relationships and address escalation risks.
• Develops and facilitates training to enhance patient relations skills.
• Mentors staff and participates in committees; presents grievances and resolutions.

Skills

Communication

Conflict resolution

Healthcare experience

Regulatory knowledge

Public speaking

Education

Bachelor's degree (Healthcare/Communications/Psychology)

Tools

MS Office

EPIC

Job description

Akron Children’s Hospital is seeking a Senior Patient Relations Specialist to serve as a liaison between patient families and the health care system. You will investigate concerns, collaborate with leaders to resolve grievances, and support a culture of family-centered care and continuous quality improvement.

The role emphasizes effective communication, service excellence, and timely resolution of complaints, with responsibilities spanning documentation, tracking, and staff mentorship to uphold