Regional Patient Experience & Relations Manager

Cook Children's; Fort Worth (TX); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Cook Children’s is seeking a Manager of Patient Relations to oversee patient relations efforts, ensuring regulatory compliance and effective resolution of grievances. You will serve as a liaison between patients/families and caregivers, working under the Director of Patient Relations.

The role requires leadership, strong communication, and data-driven advisory on service recovery across clinical areas, with bilingual skills preferred and a focus on family-centered care.

Qualifications

• Minimum Bachelor’s degree required; Masters preferred in Science, Human Relations, Business, Healthcare Administration or Communications or related field.
• Minimum of three years healthcare experience, preferably in acute care setting; in lieu of extensive customer service/patient relations experience
• Two+ years experience with patient grievances and complaints required
• Experience organizing and leading crucial family meetings with hospital leadership regarding a complaint or grievance preferred
• Bilingual abilities preferred; strong data analytics skills and familiarity with CMS, Joint Commission, TDH guidelines

Responsibilities

• Oversee all patient relations efforts under the Director.
• Ensure compliance with regulatory requirements including TJC, CMS, TDH and state/federal law.
• Lead and mentor staff; coordinate family meetings and grievance resolution with hospital leadership.

Skills

Written communication

Verbal communication

Cross-functional collaboration

Problem solving

Negotiation

Organizational skills

Data analytics

Mediation skills

Microsoft Excel

MS Word

Education

Bachelor’s degree

Masters preferred

Tools

Excel

Word

Database management

Job description

Cook Children’s is seeking a Manager of Patient Relations to oversee patient relations efforts, ensuring regulatory compliance and effective resolution of grievances. You will serve as a liaison between patients/families and caregivers, working under the Director of Patient Relations.

The role requires leadership, strong communication, and data-driven advisory on service recovery across clinical areas, with bilingual skills preferred and a focus on family-centered care.