Manager - Patient Relations

This role partners closely with Quality, Risk Management, Compliance, Safety & Security, and clinical & operational leaders within Stamford Hospital and the Stamford Health Medical Group to address patient concerns, identify opportunities for improvement, and foster a culture of person-centered care.

As the subject matter expert for language access and equitable care, the Manager provides leadership for the ongoing optimization and expansion of interpreter services and equitable access initiatives across the organization.

This role advances patient experience improvement through proactive patient rounding, patient experience survey expansion initiatives, data-informed action planning, staff education and coaching in partnership with clinical and operational leadership.

Provide leadership, oversight, and professional development for the department staff, ensuring high performance, engagement, and service excellence.

Manage and optimize the patient complaint and grievance management system, ensuring effective workflows, accurate documentations, timely resolution, regulatory compliance, and actionable reporting of trends to drive continuous improvement.

Ensure timely, thorough, and compassionate responses to all patient complaints, grievances, and service recovery opportunities through effective investigation and resolution.

Manage complex and escalated patient concerns, partnering with clinical, operational, and physician leaders to achieve effective resolution and improve the patient experience.

Ensure compliance with CMS, Department of Public Health, Joint Commission, and other regulatory requirements related to patient rights, grievances, and language access services.

Lead regulatory readiness activities related to patient rights, grievance management, and language services, supporting accreditation surveys and compliance initiatives.

Analyze patient complaints, grievances, and patient experience data to identify trends, mitigate risk, and drive performance improvement efforts.

Serve as Stamford Health's subject matter expert on language access requirements, including Section 1557 of the Affordable Care Act.(Section 1557/ Civil Rights Coordinator)

Oversee interpreter services, including vendor relationships, utilization, operational workflows, and initiatives that promote equitable access to care.

Collaborate with Quality, Patient Safety, Risk Management, Compliance, and operational leaders to address systemic concerns and advance a culture of person-centered care.

Support patient experience improvement through patient rounding, staff education, coaching, data-informed action planning, and service excellence initiatives across the continuum of care.

Monitor and report key performance indicators related to grievances, interpreter services, and patient experience outcomes, providing actionable recommendations to leadership.