Senior Patient Experience & Relations Lead

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

Job summary

Akron Children's seeks a Senior Patient Relations Specialist to act as a liaison between patient families and the health care system, addressing concerns, complaints, and grievances to deliver an outstanding patient experience. The role collaborates with clinical and operational leaders to investigate issues and facilitate timely resolutions, reinforcing family-centered care.

Performs as a senior resource on patient rights, policies, and procedures, leads investigations, supports service

Qualifications

• Bachelor's degree in Healthcare, Communications, Psychology, or related field is strongly preferred.
• Minimum 3 years of relevant experience; 5 years preferred.
• No licensure or certifications required.
• No supervisory experience required.
• Experience in healthcare is required.
• Knowledge of CMS regulations and TJC standards is required.
• Proficient in MS Office and EMR systems.

Responsibilities

• Manages the complaint and grievance worklist through investigation and resolution.
• Interviews patients and families, reviews records, and collaborates with leaders on resolutions.
• Facilitates service recovery to restore confidence and enhance patient experience.
• Serves as a senior resource on patient rights, policies, and procedures.
• Leads staff investigations and escalates when needed for timely resolution.
• Maintains confidential records and supports regulatory compliance.
• Tracks trends and analyzes concerns to identify system-wide improvements.
• Conducts proactive rounding with clinical and non-clinical teams.
• Develops training to enhance patient relations skills across staff.
• Mentors staff and participates in committees; coordinates grievance discussions.
• Functions as Section 1557 Coordinator.

Skills

Written communication

Public speaking

Conflict resolution

Collaboration

Healthcare knowledge

CMS/TJC knowledge

MS Office

EPIC experience

Education

Bachelor's degree

Tools

EPIC EMR

MS Office

Job description

Akron Children's seeks a Senior Patient Relations Specialist to act as a liaison between patient families and the health care system, addressing concerns, complaints, and grievances to deliver an outstanding patient experience. The role collaborates with clinical and operational leaders to investigate issues and facilitate timely resolutions, reinforcing family-centered care.

Performs as a senior resource on patient rights, policies, and procedures, leads investigations, supports service