Job Description

The Lead Patient Relations Associate is responsible for overseeing the delivery of high-quality patient experience services and ensuring all patient concerns, complaints, and feedback are addressed promptly and effectively. This role serves as a liaison between patients, families, and the healthcare team to foster open communication and resolve issues in alignment with the organization’s mission, values, and regulatory requirements. The Lead Patient Relations Associate also mentors and supports patient relations staff and drives initiatives to improve patient satisfaction and overall experience.

Position sits 100% onsite in West Palm Beach, Florida. Ideal candidate must reside locally or be open to relocation.

• Serve as the primary point of contact for complex patient concerns and complaints, ensuring timely resolution in accordance with organizational policies.
• Coordinate and lead the activities of the patient relations team, including scheduling, training, and performance evaluation.
• Develop and implement strategies to enhance patient experience and satisfaction across all service lines.
• Maintain detailed records of patient complaints and resolutions to identify trends and recommend process improvements.
• Collaborate with clinical and administrative teams to address patient needs and implement solutions that improve service delivery.
• Act as a resource for patients and families, providing information on rights, services, and resources available within the healthcare system.
• Ensure compliance with regulatory requirements related to patient grievances, including preparation for audits and inspections.
• Facilitate training sessions for staff on effective communication, empathy, and conflict resolution techniques.
• Develop and distribute regular reports on patient experience metrics and initiatives to leadership.
• Represent the patient relations department in interdepartmental meetings and committees.

• Bachelor’s degree in healthcare administration, social work, or a related field required; Master’s degree preferred.
• Minimum of 4-5 years of experience in patient relations or a similar role in a healthcare setting.
• Prior leadership experience preferred.
• Certification in Patient Advocacy, Child life or equivalent credential is a plus.
• Position occasionally moves through hospital-based departments across broad campus settings, including Emergency Department environments. Must have the ability to travel up to 5% of the time. Motor Vehicle Report (MVR) will be conducted on finalist.
• Experience with Salesforce is preferred.
• Must be Bilingual in Arabic.
• Ability to provide language interpretation as needed.
• Knowledge of medical terminology.
• Strong understanding of healthcare systems and patient care processes. Excellent conflict resolution and problem-solving skills.
• Ability to communicate effectively with diverse audiences, including patients, families, and healthcare professionals.
• Proven leadership and team management skills.
• Proficiency in data analysis and reporting tools.
• Knowledge of relevant regulatory standards and patient rights.
• High level of empathy, compassion, and emotional intelligence.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Adept at handling confidential and sensitive information with discretion.
• Proficient in Microsoft Office Suite and electronic health record systems.