Risk Management and Patient Relations Specialist

Risk Management And Patient Relations Specialist

Exeter Hospital, part of Beth Israel Lahey Health, is a nationally recognized, non-profit community hospital that has been caring for the Seacoast region since 1896. With more than 1,400 employees and 370 affiliated physicians, Exeter Hospital provides comprehensive services across cardiovascular care, oncology, orthopedics, breast health, maternity, and more—all supported by advanced technologies and an unwavering commitment to patient-centered care. At Exeter Hospital, you'll find a close-knit, collaborative environment where every team member is valued, supported, and empowered to make a difference in the lives of patients and their families.

Why Join Us

• Magnet®-recognized hospital known for nursing excellence and quality care
• Competitive pay and comprehensive benefits, including health, dental, and retirement plans beginning on day 1 of employment
• Career growth and leadership development opportunities across Beth Israel Lahey Health
• Free onsite parking
• Strong sense of community and teamwork where your contributions are recognized
• State-of-the-art facilities and advanced technology to support exceptional care
• Located in scenic Exeter, New Hampshire—just minutes from the Seacoast, with easy access to Boston and Portland

The Risk Management and Patient Relations Specialist is a clinically grounded professional responsible for managing review, investigation, coding, tracking and reporting of safety events, incidents and patient relations matters (complaints, grievances, service recovery). This role integrates risk management, patient relations and regulatory reporting responsibilities to protect patient safety and hospital liability, improve systems of care, support service recovery, and advance organizational quality and compliance.

Requirements:

• 3 to 5 years directly related experience
• RN license ‑ NH or other Compact State
• Strong communication and customer service skills
• Risk or Patient Safety certification (CPHRM, CPPS) preferred but not required.
• Bachelors Degree in Nursing or related healthcare field required. Advanced degree preferred.

Responsibilities:

1. Receive, triage, investigate and document safety events, occurrences, quality complaints, patient concerns and grievances. Conduct interviews, access medical records and other clinical systems, and gather relevant evidence. 2. Manage and maintain the electronic safety reporting and patient relations documentation systems: ensure accurate coding, data entry, tracking, trending and closure according to hospital, regulatory and accreditation requirements. 3. Prepare and present periodic analyses and reports on safety events, trends, grievances and corrective actions to clinical leaders, committees, regulatory bodies and other internal/external stakeholders. 4. Coordinate clinical and system investigations and follow‑up actions for events reviewed by AERT, Peer and Process Reviews, and similar bodies; support committee preparation, documentation and follow‑through. 5. Collaborate with General Counsel, Claims, clinical leaders and the Director of Risk Management and Patient Relations to assess liability exposure, determine corrective/preventive actions, support disclosure and manage communication plans with patients and families during investigations. 6. Manage regulatory reporting and assist during regulatory and accreditation onsite reviews; support development and implementation of corrective action plans. 7. Provide consultation, education and coaching to clinical and non‑clinical staff on risk prevention, patient communication, service recovery, disclosure best practices and patient safety principles. 8. Participate in proactive patient outreach, rounding and experience‑improvement initiatives to identify concerns early and facilitate service recovery. 9. Support and participate in departmental and organization‑wide quality improvement, safety and High Reliability Organization activities. 10. Perform other duties as assigned to meet departmental needs.