Systemwide Leader, Patient Complaints & Grievances

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

Benefits offered by this job

Tuition assistance

Pension plan

Generous benefits

Job summary

Catholic Health is seeking a Senior Manager, Patient Complaints & Grievances to drive a system-wide program, align with regulatory requirements, and empower local teams with scalable tools and training. The role focuses on reducing volume and severity of grievances while maintaining strong governance with Quality and Compliance.

The position partners with Patient Experience and works closely with site-based staff to standardize processes, monitor KPIs, and report outcomes to leadership across

Qualifications

• 5+ years of progressive healthcare experience, including patient relations, complaint/grievance management, quality, risk management, or patient experience.
• 2+ years supporting multi-site, system-level, or cross-functional initiatives preferred.
• Working knowledge of CMS Conditions of Participation and accreditation standards related to grievances.
• Experience contributing to or leading process improvement initiatives across multiple sites or a matrixed organization.

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 for intake, triage, escalation, response, and closure across sites.
• Governance & regulatory compliance support with CMS and accreditation standards.
• Partner with local resources to implement system strategy without displacing day-to-day ownership of cases.
• Establish system-wide metrics and dashboards; deliver regular reporting to leadership.

Skills

Data analysis

Dashboard reporting

Influence without authority

Effective communication

Education

Bachelor's degree

Master's degree preferred

Tools

RL Datix

Midas

CRM tools

Job description

Catholic Health is seeking a Senior Manager, Patient Complaints & Grievances to drive a system-wide program, align with regulatory requirements, and empower local teams with scalable tools and training. The role focuses on reducing volume and severity of grievances while maintaining strong governance with Quality and Compliance.

The position partners with Patient Experience and works closely with site-based staff to standardize processes, monitor KPIs, and report outcomes to leadership across