Patient Relations Manager

Job Description

Job Description

Essential Duties and 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.

Minimum Qualifications:

• 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

Preferred Knowledge, Skills, and Abilities:

• 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

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. – 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

I have received, reviewed, and fully understand this job description. I further understand that I am responsible for the satisfactory execution of the essential functions described therein, under any, and all conditions as described.

We are an equal opportunity employer and all qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

By submitting your application and participating in the interview process, you acknowledge and consent that interviews, video meetings, phone screenings, and other recruiting interactions may be recorded for evaluation, training, quality assurance, compliance, and hiring purposes. These recordings may be reviewed by authorized company personnel and may be processed using artificial intelligence or automated tools to assist with notetaking, transcription, scheduling, candidate evaluation support, and other recruiting functions. No employment decision will be based on automated processing. By submitting an application and participating in the interview process, you acknowledge and consent to the recording and processing in accordance with applicable laws and company privacy policies.