Patient Relations Manager

Essential Duties and Responsibilities

• Oversee and manage the Supervisor and all Patient Relations Department Leads, providing direction, performance feedback, and professional development.
• Cooky 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.
• Cooky 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.

Work Schedule

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. – 5:00 p.m.