Patient Relations Manager

VieMed Healthcare • Lafayette, LA

19d • Onsite

About The Position

The Patient Relations Manager will oversee and manage the Patient Relations Department, including supervisors and leads. This role involves coordinating complaint tracking and escalation processes, partnering with Legal and Compliance on patient complaint resolution, and leading the implementation of quality and compliance systems. The manager will also oversee the development and delivery of patient experience training, manage quality monitoring systems, analyze patient feedback, and provide guidance to other leaders within the organization. Additionally, the role involves preparing operational reports and metrics dashboards, representing the company professionally, and supporting the Director in achieving organizational goals.

Requirements

• Bachelor's degree in Business Administration, Healthcare Management, or related field preferred; equivalent leadership experience considered.
• 5+ years of management experience leading teams and driving operational performance.
• Proven ability to lead, coach, and develop leaders while fostering employee engagement and accountability.
• Experience managing operations within a complex, fast-paced, and highly accountable environment.
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook) and learning management systems
• Excellent verbal and written communication skills; ability to interact professionally with legal counsel, compliance officers, and external agencies

Nice To Haves

• Experience with quality management systems, complaint tracking, and regulatory reporting
• Experience implementing healthcare systems and quality management platforms
• Background in Durable Medical Equipment (DME), respiratory care, or oxygen therapy operations
• Experience coordinating regulatory response and working with legal/compliance teams
• Proven ability to mentor and develop other leaders in healthcare settings
• Strong organizational skills with ability to manage multiple high-priority initiatives simultaneously
• Problem-solving mindset with ability to navigate complex healthcare scenarios
• Demonstrated commitment to patient-first culture and operational excellence
• Ability to work independently while maintaining clear communication with executive leadership

Responsibilities

• Oversee and manage the Supervisor and all Patient Relations Department Leads, providing direction, performance feedback, and professional development.
• Coordinate the complaint tracking and escalation process for regulatory agencies; manage documentation, timeline adherence, and communication protocols for BBB complaints, state Attorney General inquiries, and legal matters.
• Partner with Legal and Compliance departments on patient complaint resolution, regulatory response, and remediation strategies; prepare briefings and recommendations for Director approval.
• Lead the implementation and rollout of quality and compliance systems and processes; ensure all organizational supervisors and leads are trained and proficient in organizational tools and protocols.
• Manage the development and continuous improvement of the patient experience training curriculum for employees across the organization; coordinate delivery schedules, track completion, and measure training effectiveness.
• Oversee quality monitoring system utilization across teams; ensure proper training, monitor insights, and translate data into actionable guidance for supervisors.
• Coordinate patient feedback analysis and distribution; synthesize patient feedback into operational recommendations and trend reports for Director.
• Provide guidance and mentorship to other supervisors, managers, and directors within the organization on patient experience best practices, compliance protocols, and operational excellence.
• Prepare operational reports, metrics dashboards, and compliance documentation for Director review; escalate significant issues, trends, or risks requiring Director decision-making.
• Represent VieMed professionally in internal and external communications; maintain confidentiality and discretion regarding sensitive patient and personnel matters.
• Support the Director in achieving organizational goals and respond to ad hoc requests that arise in a healthcare operations environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager