Patient Relations Manager

Location: Bronx and Brooklyn, New York | On-site with travel among MHHC locations Employment Type: Full-time Department: Operations Lead a patient-centered team and help improve the healthcare experience across MHHC. Morris Heights Health Center is seeking an experienced Patient Relations Manager to lead patient advocacy, complaint resolution, service recovery, and patient navigation across our locations. Reporting to Operations leadership, this Manager will directly supervise Patient Navigators, oversee complex patient concerns, and work with clinical and administrative teams to remove barriers to care. This role combines hands‑on problem resolution with staff management, performance reporting, and organizational improvement. What You Will Do Lead Patient Relations: Serve as a senior point of contact for complex or escalated patient concerns, facilitating respectful communication and timely follow‑through. Manage Complaints and Grievances: Oversee intake, documentation, investigation coordination, escalation, resolution, and closure in accordance with MHHC policies and applicable requirements. Supervise Patient Navigators: Assign work, manage coverage, establish service expectations, coach employees, conduct performance evaluations, and participate in hiring and corrective action. Improve Access to Care: Help address barriers related to scheduling, referrals, transportation, insurance navigation, communication, and health literacy. Strengthen Service Recovery: Guide managers and staff in responding to dissatisfied patients and personally manage sensitive or significant concerns. Use Data to Drive Improvement: Analyze complaint trends, patient feedback, and navigation activity; prepare dashboards and recommended changes that improve the patient experience. Collaborate Across Departments: Partner with Practice Management, Patient Access, Medical and Nursing Leadership, Referrals, Quality, Compliance, Risk Management, Revenue Cycle, and other teams. Develop Standards and Training: Establish consistent workflows and train patient‑facing staff on communication, de‑escalation, advocacy, and service recovery. Protect Patient Rights and Confidentiality: Promptly escalating safety, privacy, discrimination, quality, or compliance concerns to the appropriate leadership. What You Bring Bachelor’s degree in Healthcare Administration, Public Health, Social Work, Business Administration, Human Services, Nursing, or a related field. At least five years of progressively responsible healthcare experience in patient relations, patient experience, operations, advocacy, care coordination, practice management, or a related function. At leasttwo years of supervisory, management, or demonstrated team leadership experience. Experience resolving complex or sensitive patient concerns and coordinating solutions across departments. Strong communication, conflict resolution, de‑escalation, documentation, and organizational skills. Ability to analyze data, identify recurring issues, and translate findings into practical improvements. Working knowledge of patient rights, HIPAA, confidentiality, and healthcare operations. Proficiency with electronic health records, Microsoft Office, and reporting tools. Preferred Qualifications Master’s degree in a related field. Experience in an FQHC, community health center, or other multi‑site healthcare organization. Experience managing formal complaints, service recovery, and patient experience improvement initiatives. Bilingual skills reflective of the communities MHHC serves. Why MHHC? Join a community health organization where your leadership can improve how patients access services, receive support, and have their concerns addressed. You will help build consistent patient relations practices while developing a team dedicated to respectful, responsive care. MHHC is an equal opportunity employer and provides reasonable accommodations as required by law. #J-18808-Ljbffr Morris Heights Health Center, Inc.