Senior Patient Experience & Grievance Lead

Akron Children's Hospital; Akron (OH); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Akron Children's Hospital is seeking a Senior Patient Relations Specialist to serve as a liaison between patient families and the health care system, addressing concerns and guiding resolutions to ensure an outstanding patient experience. This role involves collaboration with clinical and operational leaders to investigate concerns, identify opportunities for improvement, and facilitate timely resolutions.

You will investigate complaints, collaborate with clinical and non-clinical teams,

Qualifications

• Bachelor’s degree in a relevant field is preferred.
• 3 years of relevant experience required; 5 years preferred.
• Excellent written and verbal communication skills.
• Ability to speak to large groups is preferred.
• CMS regulations and TJC standards knowledge required.
• Experience in healthcare settings is required.

Responsibilities

• Manages the complaint and grievance worklist in the tracking system, ensuring timely resolutions.
• Investigates complaints by interviewing families and reviewing records; coordinates with leaders.
• Facilitates service recovery to restore confidence and support a great patient experience.
• Serves as senior resource on healthcare services, patient rights, policies for staff and families.
• Leads staff in assessing and responding to patient concerns; escalation point.
• Maintains confidential records of interactions, grievances, and resolutions.
• Flags situations needing higher-level intervention with Risk Manager or Quality.
• Tracks trends to identify systemic issues; supports quality improvement reporting.
• Performs proactive rounding with clinical and non-clinical teams to prevent escalations.
• Develops and delivers training to enhance patient relations skills.
• Mentors staff and participates in committees; presents grievances and resolutions.
• Acts as Section 1557 Coordinator; performs other duties as assigned.

Skills

Communication

Public speaking

Conflict resolution

Interdepartmental collaboration

Healthcare experience

CMS regulations knowledge

MS Office proficiency

EMR systems (EPIC) experience

Education

Bachelor's degree in Healthcare, Communications, Psychology, or related field

Tools

EPIC EMR

Microsoft Office

CRM systems

Job description

Akron Children's Hospital is seeking a Senior Patient Relations Specialist to serve as a liaison between patient families and the health care system, addressing concerns and guiding resolutions to ensure an outstanding patient experience. This role involves collaboration with clinical and operational leaders to investigate concerns, identify opportunities for improvement, and facilitate timely resolutions.

You will investigate complaints, collaborate with clinical and non-clinical teams,