Patient Experience Supervisor & Service Recovery Lead

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

Job summary

Virginia Commonwealth University Health seeks a Supervisor of Patient Relations to oversee daily operations, triage feedback, and coordinate responses to patients and caregivers. The role partners with clinical and non-clinical teams to review issues, develop resolutions, and implement action plans across inpatient, ambulatory, perioperative, and emergency services within the VCU Health System.

The position emphasizes patient experience process improvement, coaching, and adherence to CMS

Qualifications

• Minimum of four (4) years of experience with a focus on patient/customer satisfaction, service recovery, and de-escalation of customer complaints.
• Preferred: Bachelor's Degree in Healthcare Administration or related field.
• CPXP certification (or ability to achieve within 2 years) is preferred.

Responsibilities

• Oversee daily operations of the Patient Relations program.
• Triages and responds to patient/caregiver feedback including complaints and compliments.
• Lead resolutions, action plans, and formal responses to patients; coordinate with clinical/non‑clinical teams.
• Ensure CMS guidelines are followed and maintain ADA compliance as applicable.

Skills

Patient experience

De-escalation

Root Cause Analysis

Staff leadership

Education

Bachelor’s Degree in Healthcare Administration

CPXP certification (preferred)

Job description

Virginia Commonwealth University Health seeks a Supervisor of Patient Relations to oversee daily operations, triage feedback, and coordinate responses to patients and caregivers. The role partners with clinical and non-clinical teams to review issues, develop resolutions, and implement action plans across inpatient, ambulatory, perioperative, and emergency services within the VCU Health System.

The position emphasizes patient experience process improvement, coaching, and adherence to CMS