Manager, Patient Relations

Overview:

At WakeMed, our mission is to improve the health and well-being of our community—and we do it by delivering outstanding, compassionate care.

We’re looking for a Patient Relations Manager who can lead a high-impact team, partner confidently with leaders and physicians across the organization, and make sure our complaint and grievance processes are handled with consistency, professionalism, and genuine empathy.

What you’ll do

• Lead the Patient Relations department, setting clear expectations and supporting day-to-day operations
• Partner with leaders and physicians across WakeMed to uphold patient complaint and grievance protocols and processes
• Coach, develop, and performance-manage team members to build a motivated, high-performing team
• collaborate with Patient & Family Experience to identify trends seen on both ends (satisfaction surveys & complaints/grievances) so that information can be shared with the service lines or departments.
• Educate and collaborate with leaders and frontline teams to implement patient experience process improvements
• The Patient Relations manager will also manage Interpretive Services. This is management of a small team and our in-demand language vendor. This would include reviewing interpretation-related policies, working with front-line leaders to ensure recognizing importance of providing interpretation services, and guiding staff on proper use of interpretation services.

Who you are

• A calm, confident communicator who can de‑escalate challenging situations while keeping fairness, follow‑through, and patient trust front and center
• Comfortable influencing and partnering across departments to drive resolution and alignment
• Skilled at balancing policy and process with empathy and human‑centered care
• An experienced leader who can guide and support a team through change
• Background in patient relations, patient experience, customer service leadership, or grievance/complaint workflows in a healthcare setting is a strong plus

Department Description:

Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well-being of our community, we are committed to providing outstanding and compassionate care. For more information, visit .

EOE

Licensure:

Registered Nurse Preferred

Education: Bachelor's Degree Nursing Or Business Or Related Field Required - And Master's Degree Preferred Experience: 5 Years Management In Healthcare Required