Patient Experience Supervisor: Service Recovery & RCA Lead

Virginia Commonwealth University Health; United States; On-site; USD 30,000 - 46,000; Full time

Job summary

VCU Health is seeking a Supervisor of Patient Relations to oversee the daily operations of the Patient Relations program across the health system, including inpatient, ambulatory, perioperative, and emergency services. The role triages feedback, drives resolutions, and collaborates with clinical teams to maintain patient-centered care.

Responsibilities include process improvement, de-escalation, CMS compliance, and staff training.

Qualifications

• Education: High School Diploma Preferred. Education: Bachelor's Degree in Health Care Administration, Counseling, Pastoral Care, Business Administration, Nursing or other healthcare related field from an accredited program.
• Licensure/Certification Preferred: CPXP (Certified Patient Experience Professional) (or ability to achieve professional certification within 2 years)

Responsibilities

• Oversee daily operations of the Patient Relations program.
• Triaged patient/caregiver feedback and coordinate investigations and responses.
• Collaborate with clinical and non-clinical teams to resolve issues and draft formal responses.
• Perform RCA techniques to identify root causes and develop long-term actions.
• Ensure compliance with CMS guidelines and ADA requirements.
• Provide training, mentoring, and performance evaluations for staff.

Skills

Patient experience

Root Cause Analysis

De-escalation

Leadership

CMS regulations

Education

Bachelor's Degree in Health Care Administration

CPXP Certification

Job description

VCU Health is seeking a Supervisor of Patient Relations to oversee the daily operations of the Patient Relations program across the health system, including inpatient, ambulatory, perioperative, and emergency services. The role triages feedback, drives resolutions, and collaborates with clinical teams to maintain patient-centered care.

Responsibilities include process improvement, de-escalation, CMS compliance, and staff training.