Position Summary: • Reports directly to the senior director of patient relations and is responsible for directing the Office of Patient Relations, the management and supervision of the Program Coordinators, Sr. Patient Relations Specialist, and Patient Relations Specialists. Advises Medical and Nursing leadership and Senior Management on programs necessary to create a patient and family centered care culture. • Works closely with the Risk Management Department on patient grievances that involve litigation, Maryland Department of Health investigations and Joint Commission complaints. Assures the organization remains compliant with the CMS Conditions of Participation, Maryland Department of Health Regulations and Joint Commission Standards related to the disposition of patient grievances. Executes on and helps improve a written procedure manual to address complaints and grievances. • Provides oversight and direction of the complaint management database. Develops reports and analyze trends to reduce the frequency of complaints and grievances. This position is responsible for directing the integration and use of Patient Relations data to identify JHH trends and opportunities proactively and retrospectively to improve processes that promote an improved patient experience, as well as furthering our strategic priority of patient and family-centered care. • Manages all operations within budgetary guidelines, including human resources, professional development, data integrity, and facility need. • Responsible for the coordination of new program, planning, implementation and monitoring. Responsible for the selection, orientation and performance of professional staff and process improvement initiatives. • Additional activities include quality improvement, regulatory compliance, timely, responsive, and accurate review and resolution of patient grievances, complaints and requests for service. Leads meetings including disclosure of adverse events to patients and families, communicates and supports initiatives (including complaint resolution program) both vertically and horizontally to the workforce. Identifies gaps in current processes or performance and strategies to achieve improvement with sustainability. Works with all functional units, departments and clinics to resolve patient complaints and grievances timely. Job Qualifications • At least 5 years’ experience in customer relations or service capacity, preferably in a healthcare environment, including at least 2 years in a supervisory, managerial or leadership capacity. • Bachelor’s degree required. • Master’s Degree preferred in Communications, Healthcare Administration, Business, Social Sciences, Nursing, Social Work or a related field. Emphasis on courses related to health care management, interpersonal skills and communications preferred. Salary Range: $94,000 to $120,000 per year. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices. Johns Hopkins Health System and its affiliates are drug-free workplace employers.