<p>Patient Relations Manager - Job Description</p> <p>The Patient Relations Manager leads the hospital's efforts to ensure patients and families receive compassionate, timely, and compliant support throughout their care experience. This role oversees complaint management, service recovery, regulatory adherence, and cross-department collaboration to strengthen a culture of patient-centered care.</p> <p>Key Responsibilities</p> <p>Regulatory Compliance & Patient Rights</p> <ul> <li>Applies working knowledge of CMS Conditions of Participation, including §482.13 (Patient Rights), to ensure compliant grievance handling and documentation. </li><li>Interprets and operationalizes Joint Commission standards related to patient rights, complaints, and service recovery. </li><li>Maintains awareness of state-specific regulations governing complaint timelines, acknowledgment letters, escalation criteria, and reporting requirements. </li><li>Ensures all workflows uphold HIPAA and patient privacy principles. </li><li>Builds and maintains compliant processes for intake, tracking, communication, and resolution. </li></ul> <p>Patient Relations & Service Recovery Leadership (Critical Requirement)</p> <ul> <li>Leads direct interactions with patients and families during high-stakes, emotionally charged, or complex situations. </li><li>Conducts case reviews, facilitates de-escalation, and resolves conflicts with empathy, diplomacy, and professionalism. </li><li>Demonstrates advanced interpersonal communication skills, including active listening and emotional intelligence. </li><li>Drives a culture of service recovery, ensuring timely, compassionate responses and coaching staff on best practices. </li><li>Serves as a trusted resource for navigating sensitive concerns and maintaining psychological safety for all parties. </li><li>Candidates must have hands-on experience in service recovery leadership-not solely administrative experience. </li></ul> <p>Team Leadership & Workflow Management</p> <ul> <li>Supervises, mentors, and develops frontline complaint specialists and patient experience staff. </li><li>Establishes performance expectations, monitors outcomes, and provides coaching to strengthen team capability. </li><li>Optimizes workflows, standard operating procedures, and cross-department processes to improve efficiency and consistency. </li><li>Leads or supports projects aimed at improving patient experience and complaint resolution. </li></ul> <p>Data Analytics & Reporting</p> <ul> <li>Oversees incident reporting and complaint-tracking systems to ensure accurate categorization, documentation, and follow-up. </li><li>Creates dashboards and executive-level reports for leadership, boards, and regulatory bodies. </li><li>Identifies trends, hotspots, and risk indicators to inform quality improvement initiatives. </li><li>Utilizes Excel, quality dashboards, or analytics tools to analyze data and support decision-making. </li></ul> <p>Cross-Functional Collaboration</p> <ul> <li>Facilitates communication between patients, families, clinical teams, and hospital leadership to ensure concerns are understood and addressed. </li><li>Partners with Risk Management, Compliance, Legal, Nursing, and Quality to coordinate investigations and corrective actions. </li><li>Influences without authority to drive resolution, improve processes, and strengthen patient-centered culture. </li><li>Supports organizational readiness for surveys, audits, and regulatory reviews. </li></ul> <p>Qualifications</p> <ul> <li>RN preferred; strong non-RN candidates with substantial patient-relations and service-recovery experience will be considered. </li><li>Demonstrated experience in patient relations, service recovery, or patient-facing conflict resolution within a healthcare setting. </li><li>Strong emotional intelligence, communication skills, and ability to navigate sensitive situations with professionalism. </li><li>Experience leading teams, optimizing workflows, and managing performance. </li><li>Proficiency with complaint databases, incident reporting systems, and analytics tools. </li></ul> <p>Job Type & Location</p> <p>This is a Permanent position based out of Raleigh, NC.</p> <p>Pay and Benefits</p> <p>The pay range for this position is $94000.00 - $156000.00/yr.</p> <p>Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)</p> <p>Workplace Type</p> <p>This is a fully onsite position in Raleigh,NC.</p> <p>Application Deadline</p> <p>This position is anticipated to close on Mar 18, 2026.</p> <p>About Actalent</p> <p>Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.</p> <p>The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.</p> <p>If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.</p>