Manager - Patient Relations
full-time•Kirkland•$84k - $135k
About this role
Wage Range: $84,906 - $135,845 per year
Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.
Mission:
EvergreenHealth will advance the health of the community it serves through our dedication to high quality, safe, compassionate, and cost-effective healthcare.
Job Summary
Leads the department responsible for patient complaints, grievances, and service recovery. Fosters a culture of responsiveness, safety, and patient-centered care. Ensures timely investigation and resolution of concerns. Partners across departments to drive process improvements and a consistent high-quality patient experience. Functions as a key liaison to clinical leaders, administrative teams, and patients and families, this position is responsible for translating feedback into actionable improvements while maintaining compliance with CMS, Joint Commission (TJC), and other regulatory requirements.
Primary Duties:
- Supervises, mentors, and evaluates the Patient Relations team, fostering a high-performing, patient-centered department. Supports professional growth through coaching and targeted development plans.
- Oversees the intake, investigation, and resolution of patient complaints and grievances. Ensures compliance with CMS, TJC, HIPAA, and other regulatory requirements.
- Communicates effectively with department and clinical leaders, physicians, patients, and families, translating concerns into timely, actionable resolutions.
- Leads system- and process-improvement initiatives to enhance the safety reporting and grievance management system, including optimizing workflows, data collection, reporting, and patient experience outcomes.
- Develops and delivers education and guidance for department staff, clinical leaders, and users of the safety event/complaint reporting system as needed.
- Analyzes trends in patient feedback and grievance data. Shares insights with senior leadership and the Board to drive continuous quality, safety, and patient experience improvements.
- Partners with Risk Management, Quality, Compliance, and Patient Experience to integrate patient feedback into safety initiatives, policy updates, and organizational risk mitigation strategies.
- Acts as a liaison for patients and families, ensuring their experiences inform departmental policies, service recovery efforts, and operational improvements.
- Develops and maintains departmental policies, procedures, and standard workflows to ensure consistency and regulatory compliance.
- Performs other duties as assigned.
License, Certification, Education or Experience:
REQUIRED for the position:
- Bachelor’s degree in Public Health, Social Services, Hospital Administration, or other related field
- 5 years of hospital operations experience
- Strong communication, presentation, negotiation, and problem-solving skills.
- Proven ability to achieve positive outcomes working with patients, families, employees, and physicians.
DESIRED for the position:
- Master’s degree in Public Health, Social Services, Hospital Administration or other related field.
- Advanced training in mediation, negotiation, or conflict resolution techniques.
- Experience analyzing patient feedback and grievance data to inform process improvement initiatives.
- Experience with safety reporting or complaint management systems and interdisciplinary collaboration with Risk, Quality, or Compliance teams.
Benefit Information:
Choices that care for you and your family
Choices that care for you and your family
At EvergreenHealth, we appreciate our employees’ commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.
- Medical, vision and dental insurance
- On-demand virtual health care
- Health Savings Account
- Flexible Spending Account
- Life and disability insurance
- Retirement plans 457(b) and 401(a) with employer contribution)
- Tuition assistance for undergraduate and graduate degrees
- Federal Public Service Loan Forgiveness program
- Paid Time Off/Vacation
- Extended Illness Bank/Sick Leave
- Paid holidays
- Voluntary hospital indemnity insurance
- Voluntary identity theft protection
- Voluntary legal insurance
- Pay in lieu of benefits premium program
- Free parking
- Commuter benefits
- Cafeteria & Gift Shop Discount
View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below.
Other facts
Tech stack
Patient Relations,Communication,Presentation,Negotiation,Problem-Solving,Process Improvement,Data Analysis,Regulatory Compliance,Team Leadership,Conflict Resolution,Safety Reporting,Grievance Management,Interdisciplinary Collaboration,Coaching,Education Development,Patient-Centered Care
About EvergreenHealth
EvergreenHealth, a public hospital district and community-owned health care system established in 1972, offers a breadth of services and programs that is among the most comprehensive in the region.
With two hospitals in Kirkland and Monroe and dozens of practices across the region, we serve more than 1 million of our service area in north King and south Snohomish counties, ensuring access close to home and work.
Our 1,100+ physicians provide the most advanced and personalized care with more than 80 primary and specialty services, giving all of our patients a highly collaborative, compassionate experience every time they walk through our doors.
As a public hospital district, EvergreenHealth’s resources and services are in part funded by our community, which means we are accountable to you and everyone we serve. The community’s support allows us to go beyond clinical care and offer community health outreach, education programs and free services like our Healthline, which connects you with a 24/7 consulting nurse service, health information, appointment scheduling assistance, class registration, and more.
For more information, visit: https://www.evergreenhealth.com/
Team size: 1,001-5,000 employees
Website: http://www.evergreenhealth.com
LinkedIn: Visit
Industry: Hospitals and Health Care
Founding Year: 1972
What you'll do
- Leads the department responsible for patient complaints and service recovery, ensuring timely investigation and resolution of concerns. Partners across departments to drive process improvements and enhance the patient experience.
Ready to join EvergreenHealth?
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Frequently Asked Questions
What does EvergreenHealth pay for a Manager - Patient Relations?
EvergreenHealth offers a competitive compensation package for the Manager - Patient Relations role. The salary range is USD 85k - 136k per year. Apply through Clera to learn more about the full compensation details.
What does a Manager - Patient Relations do at EvergreenHealth?
As a Manager - Patient Relations at EvergreenHealth, you will: leads the department responsible for patient complaints and service recovery, ensuring timely investigation and resolution of concerns. Partners across departments to drive process improvements and enhance the patient experience..
Why join EvergreenHealth as a Manager - Patient Relations?
EvergreenHealth is a leading Hospitals and Health Care company. The Manager - Patient Relations role offers competitive compensation.
Is the Manager - Patient Relations position at EvergreenHealth remote?
The Manager - Patient Relations position at EvergreenHealth is based in Kirkland, Washington, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Manager - Patient Relations position at EvergreenHealth?
You can apply for the Manager - Patient Relations position at EvergreenHealth directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about EvergreenHealth on their website.