Manager Patient Relations Administration

Department 10663, Wake Forest Baptist Medical Center — Teammate Activities and Events. Full‑time, 40 hours/week, benefits‑eligible. Hybrid schedule: Monday–Friday dayshift with 3–4 days onsite. No relocation or visa sponsorship.

About the role

Serves as a liaison, mediator, and point of contact for patients, families, staff, and faculty experiencing difficulties. Explains medical phenomena and hospital policies in understandable terms while maintaining confidentiality. Handles complex issues, escalates when necessary, and provides professional support services across all hospital departments, clinics, management teams, physicians, and administration. Represents Risk Management and executive leadership in written and verbal communications, advises on committees, and facilitates resolution of monetary and billing claims. Oversees the departmental Volunteer Services Program, trains volunteers for sensitive patient rounding, and ensures volunteer schedules and duties are maintained. Mentors patient experience managers and new hires, participates in required trainings and conferences, and fosters a cohesive team environment.

Responsibilities

• Reports, investigates, and resolves patient/family concerns; identifies and reports allegations of abuse objectively.
• Reviews medical records to determine basis of concerns and executes reporting processes effectively.
• Provides timely verbal or written follow‑up, prioritizing situations requiring immediate attention.
• Implements improvement plans to prevent recurrence of reported problems.
• Analyzes and documents grievances per Medical Center policy and state/federal directives; maintains documentation and completes formal resolution letters on deadline.
• Collaborates with Risk Management on appropriateness of care, financial considerations, and escalation of safety or legal concerns.
• Manages complaints, grievances, and public relations issues of an egregious nature for WFBH Senior Leadership; classifies complaints and determines follow‑up actions.
• Collaborates with Legal Services, Human Resources, and Risk Management to facilitate problem resolution.
• Facilitates family meetings for resolution of concerns.
• Manages the Patient and Family Relations volunteer program, providing oversight for departmental volunteers.
• Participates in weekly meetings, webinars, hospital‑required trainings, and conferences.
• Provides age/developmentally appropriate patient care per Age/Developmental Specific Care Guidelines.
• Performs other duties as assigned.

Requirements

• Licensure/Certification: None required.
• Education (required): Bachelor’s degree in Sociology, Psychology, or other Human Relations field.
• Education (preferred): Master’s degree in Sociology, Psychology, or other Human Relations field.
• Experience: Five years related experience in a Medical Center setting required.

Qualifications

• Exceptional oral and written communication skills
• Exceptional interpersonal, problem‑solving, and investigative skills
• Ability to work independently with expertise in mediation
• Knowledge of governmental agency accreditation requirements
• Ability to deal calmly and effectively with emotionally volatile individuals
• Mediation skills, customer service, and/or medical field experience
• Knowledge of medical terminology
• Familiarity with Medical Center service lines and chain of command

Physical Requirements and Working Conditions

• Constant change and learning opportunities
• Subject to many interruptions and stressful situations
• Occasionally subject to irregular hours
• Contact with patients under a wide variety of critical, stressful, and often public circumstances
• Fast‑paced environment

Pay

Hourly range: $41.10 – $61.65. Base compensation within the listed range based on qualifications, skills, relevant experience, and/or training. Premium pay (shift, on‑call, etc.) and incentive pay for select positions may apply. Opportunity for annual increases based on performance.

Schedule

Full‑time, dayshift Monday–Friday; hybrid with 3–4 days onsite per week.

Benefits

• Paid Time Off programs
• Health and welfare benefits: medical, dental, vision, life, short‑ and long‑term disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits: adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Eligibility for programs may depend on FTE or status (full‑time, part‑time, per diem, temporary, etc.); confirm with a recruiter during the interview.

About the Organization

Advocate Health is the third‑largest nonprofit, integrated health system in the United States, formed from Advocate Aurora Health and Atrium Health. It operates as Advocate Health Care in Illinois, Atrium Health in the Carolinas, Georgia, and Alabama, and Aurora Health Care in Wisconsin. Headquartered in Charlotte, NC, Advocate Health serves nearly 6 million patients, employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and provides more than $6 billion in annual community benefits. Wake Forest University School of Medicine serves as the academic core.