Senior Patient Experience & Relations Manager

Children's Hospital of The King's Daughters; Norfolk (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

The Manager, Patient Relations at Children's Hospital of The King's Daughters leads CHKD’s patient relations operations and provides expert guidance to the Patient Relations team to ensure efficient issue resolution and high patient satisfaction. This role reports to departmental leadership and partners with clinical, legal, quality, and risk colleagues.

The incumbent will oversee grievance classification, documentation, and data analytics to drive performance improvements while mentoring staff

Qualifications

• Bachelor’s degree in related field (Healthcare Admin, Public Health, Social Work, Nursing) is required.
• Five+ years in patient relations, quality, risk management, or similar, including 2+ years in healthcare.
• Master’s degree is preferred for advancement.

Responsibilities

• Lead patient relations operations to ensure timely issue resolution per CMS and CHKD policy.
• Serve as subject matter expert on grievance classification and regulatory interpretation.
• Provide day-to-day operational leadership and guidance on complex cases.
• Coordinate with clinical, legal, quality, and risk partners to support investigations.
• Prepare data on grievance programs and present insights to leadership.
• Maintain accurate, survey-ready documentation and grievance logs.
• Oversee staff development, recruitment, performance management, and coaching.
• Perform other duties as assigned.

Skills

MS Office

Workflow tools

Regulatory knowledge

Written and verbal communication

Cross-functional collaboration

Education

Bachelor’s degree in a related field

Master’s degree preferred

Job description

The Manager, Patient Relations at Children's Hospital of The King's Daughters leads CHKD’s patient relations operations and provides expert guidance to the Patient Relations team to ensure efficient issue resolution and high patient satisfaction. This role reports to departmental leadership and partners with clinical, legal, quality, and risk colleagues.

The incumbent will oversee grievance classification, documentation, and data analytics to drive performance improvements while mentoring staff