Patient Experience & Service Recovery Lead

Virginia Commonwealth University Health Systems; Richmond (VA); On-site; USD 30,000 - 46,000; Full time

Job summary

Virginia Commonwealth University Health Systems seeks a Patient Experience leader to drive service recovery, and complaint management. You will coach staff, perform Root Cause Analyses, and ensure CMS and ADA regulatory compliance while improving patient-centered care.

The role requires HR compliance training, incident reporting oversight, and collaboration across clinical teams to reduce complaints and improve satisfaction.

Qualifications

• Minimum of four years focused on patient/customer satisfaction and service recovery.
• Strong ability to de-escalate challenging interactions and maintain composure.
• Familiarity with CMS complaint/grievance processes and ADA considerations.

Responsibilities

• Lead patient experience process improvements and coaching based on complaint trends and RCA analysis.
• Oversee CMS complaint handling, documentation, and timely resolution per guidelines.
• Train staff on HR compliance and ensure proper incident reporting and records.
• Provide leadership for the Patient Relations team including recruiting, hiring, and performance reviews.
• Ensure accurate time and leave reporting and support STAR service goals.
• Triaging and resolving patient/caregiver complaints while meeting regulatory timeframes.
• Prepare monthly complaint trend and volume reports for leadership.
• Collaborate with interdisciplinary teams to improve clinical workflows and partnerships.
• Develop education outreach on service recovery and complaint processes.
• Drive diversity, equity, and inclusion initiatives across the health system.

Skills

Patient experience

Service recovery

De-escalation

Regulatory awareness

Education

High School Diploma

Bachelor’s degree in healthcare related field

Job description

Virginia Commonwealth University Health Systems seeks a Patient Experience leader to drive service recovery, and complaint management. You will coach staff, perform Root Cause Analyses, and ensure CMS and ADA regulatory compliance while improving patient-centered care.

The role requires HR compliance training, incident reporting oversight, and collaboration across clinical teams to reduce complaints and improve satisfaction.