Senior Director, Systemwide Patient Complaints & Grievances

Catholic Health Services; Melville (NY); On-site; USD 130,000 - 150,000; Full time

Job summary

Catholic Health in Melville, NY seeks a Senior Manager, Patient Complaints & Grievances to lead system-wide strategy, governance and oversight of the patient/family complaint program. The role does not manage day-to-day cases but standardizes processes and aligns with Quality and Compliance.

You will partner with site teams, develop tools and training, drive data-driven improvement, and monitor KPIs while ensuring regulatory timelines and a proactive, patient-centered culture across the network.

Qualifications

• Bachelor's degree in a relevant field (Nursing, Healthcare Admin, Public Health, or related).
• Master's degree preferred (MHA, MBA, MSN, or related).
• 5+ years healthcare experience in patient relations, complaint/grievance management, quality, risk, or patient experience.

Responsibilities

• Develop and maintain a system-wide strategy for complaint and grievance management, aligned with Patient Experience, Quality, and Compliance priorities.
• Design a standardized, scalable operating model (intake, triage, escalation, response, closure) for consistent local execution.
• Identify initiatives to reduce root causes of complaints and grievances (communication, wait times, billing, care coordination).
• Partner with Quality and Compliance to meet CMS Conditions of Participation and accreditation standards for grievance handling and response timelines.
• Support a system-wide governance forum to review policy, escalation pathways, and performance against regulatory timelines.
• Maintain system-wide policies and procedures; monitor local sites' compliance with standards.

Skills

Regulatory compliance

Data analytics

Stakeholder engagement

Communication

Change management

Education

Bachelor's degree

Master's degree preferred

Tools

RL Datix

Midas

CRM tools

Job description

Catholic Health in Melville, NY seeks a Senior Manager, Patient Complaints & Grievances to lead system-wide strategy, governance and oversight of the patient/family complaint program. The role does not manage day-to-day cases but standardizes processes and aligns with Quality and Compliance.

You will partner with site teams, develop tools and training, drive data-driven improvement, and monitor KPIs while ensuring regulatory timelines and a proactive, patient-centered culture across the network.