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About the Role
The Senior Manager, Patient Complaints & Grievances provides system-level strategic direction, governance support, and oversight for the organization's patient/family complaint and grievance program. This role standardizes processes, ensures regulatory compliance, equips local teams with tools and training, and drives initiatives to reduce complaints and grievances system-wide.
Responsibilities
- Develop and maintain a system-wide strategy for complaint and grievance management.
- Design a standardized, scalable operating model for complaint and grievance management.
- Identify and prioritize initiatives to reduce root causes of complaints and grievances.
- Partner with Quality and Compliance to ensure the program meets regulatory requirements.
- Support a system-wide governance forum for policy review and performance.
- Maintain system-wide policies and procedures and monitor local site compliance.
- Serve as a key contact supporting audit readiness and regulatory surveys.
- Partner with local complaint/grievance resources to implement system strategy.
- Develop tools, templates, training curricula, and job aids for local execution.
- Build a community of practice among local resources.
- Monitor local performance and provide coaching.
- Establish system-wide metrics and dashboards for complaint and grievance management.
- Conduct trend and root-cause analysis of complaints and grievances.
- Deliver regular reporting to leadership.
- Use data to prioritize and measure the impact of reduction initiatives.
- Lead cross-functional improvement projects targeting top complaint drivers.
- Apply quality improvement methodologies to redesign processes.
- Partner with Patient Experience/HCAHPS teams to align work with broader strategy.
- Champion a proactive service recovery culture.
- Build strong relationships with facility/site leadership.
- Represent the complaints/grievances function in leadership forums.
- Educate leadership on trends, risks, and shared responsibility.
- Mentor and support local complaint/grievance staff on best practices.
Requirements
- Bachelor's degree required (Nursing, Healthcare Administration, Public Health, or related field).
- Master's degree preferred (MHA, MBA, MSN, or related).
- 5+ years of progressive healthcare experience, including direct experience with patient relations, complaint/grievance management, quality, risk management, or patient experience.
- 2+ years supporting multi-site, system-level, or cross-functional initiatives preferred.
- Working knowledge of CMS Conditions of Participation and accreditation standards related to grievances.
- Experience contributing to or leading process improvement initiatives across multiple sites or a matrixed organization.
Skills
- Working knowledge of healthcare regulatory requirements governing grievances and complaints.
- Strong data analysis and dashboard/reporting skills.
- Comfort with EHR/complaint tracking systems (e.g., RL Datix, Midas, custom CRM tools).
- Ability to influence without direct authority across a decentralized, multi-site structure.
- Strong written and verbal communication skills.
- Presenting to Patient Experience, Quality, and Compliance leadership.
- Process design and change management skills.
- Skilled facilitator able to build consensus among diverse stakeholders.
Location
- Long Island
Work Type
- Full-time
Experience Level
- Senior Manager
- 5+ years of progressive healthcare experience
- 2+ years supporting multi-site, system-level, or cross-functional initiatives
Education Level
- Bachelor's degree required
- Master's degree preferred
Salary/Compensations
- USD $130,000.00 - USD $150,000.00 /Yr.
Benefits
- Generous benefits packages
- Generous tuition assistance
- Defined benefit pension plan
- Culture that supports professional and educational growth
About the Company
- Catholic Health is one of Long Island's finest health and human services agencies.
- Our health system has over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices across the island.
- At Catholic Health, our primary focus is the way we treat and serve our communities.
- We work collaboratively to provide compassionate care and utilize evidence based practice to improve outcomes – to every patient, every time.
- We are committed to caring for Long Island.
- Be a part of our team of healthcare heroes and discover why Catholic Health was named Long Island's Top Workplace!