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Leads patient relations operations, ensuring consistent, timely, and effective issue resolution in alignment with Centers for Medicare & Medicaid Services (CMS )Conditions of Participation and CHKD policy.
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Serve as the subject matter expert for grievance classification, regulatory interpretation, and best practices in patient- and family-centered communication.
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Provide day-to-day operational leadership and support to the Patient Relations team, including guidance on complex, sensitive, or high-risk cases.
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Coordinate with clinical, operational, legal, quality, and risk partners to gather information, support investigations, and facilitate effective resolution.
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Prepare, analyze, and present grievance program data and trends to generate actionable insights that inform leadership decision-making and performance improvement initiatives.
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Ensure timely, accurate, and respectful written grievance responses to patients and their representatives, when required by regulation or policy.
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Maintain complete, accurate, and survey-ready documentation, including grievance logs, case files, correspondence, and supporting materials.
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Support staff education and competency development related to complaint versus grievance distinctions, escalation criteria, service recovery, and regulatory expectations.
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Lead, manage, coach, and mentor assigned staff to promote accountability, professional growth, engagement, and high-quality performance.
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Oversee personnel management functions, including recruitment, hiring, onboarding, performance management, coaching, corrective action, and, when necessary, termination processes.
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Perform all other duties as assigned.
