Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Manager of Patient Relations is a mission-driven professional passionate about patient advocacy, service excellence, and the equitable delivery of healthcare. This individual ensures that every patient’s concern, complaint, or grievance is handled with integrity, compassion, and regulatory compliance strengthening Marin Community Clinics commitment to quality, transparency, and patient-centered care.

Reporting to the Director of Patient Access Services (or Chief Operations Officer, depending on structure), the Manager of Patient Relations provides operational oversight and strategic leadership for the grievance and patient advocacy program. This role drives system-wide improvements in patient communication, service recovery, and compliance with state and federal grievance regulations, while ensuring that patient voices are central to organizational learning and quality improvement.

• Serve as the organizational lead for the patient grievance and complaint process, ensuring all cases are received, logged, investigated, and resolved in accordance with MCC policy, HRSA, CMS, and California regulatory standards.
• Provide direct supervision and support to the Patient Grievance Coordinators, ensuring consistent application of policies, high-quality case management, and development of staff.
• Develop, implement, and maintain standardized workflows and policies for grievance handling, documentation, reporting, and escalation.
• Partner with the Chief Operations Officer, Director of Access, Chief Medical Officer, Risk & Compliance, and Clinic Managers to address systemic service and quality issues identified through patient feedback.
• Act as a key liaison between patients/families and clinic leadership, ensuring patient concerns are acknowledged and addressed promptly, respectfully, and equitably.
• Oversee the grievance tracking database; maintain accurate documentation and case records; ensure timeliness and completeness of all investigations and responses.
• Lead root-cause analyses of high-risk or recurring complaints and coordinate corrective action plans with responsible departments.
• Develop and distribute regular reports and dashboards on grievance trends, outcomes, and compliance indicators to executive leadership, the Quality Committee, and Board of Directors as appropriate.
• Provide coaching and training to clinic leadership, front-line staff, and providers on patient communication, service recovery, and the grievance resolution process.
• Partner with the Quality, Compliance, and Risk teams to align grievance processes with patient safety, compliance, and continuous improvement initiatives.
• Represent MCC in patient rights and grievance-related audits, investigations, or regulatory reviews.
• Collaborate with external agencies (e.g., Medi-Cal Managed Care Plans, DHCS, HRSA) to ensure timely response to external grievances and appeals.
• Drive the integration of patient feedback into strategic planning, operational decision-making, and quality initiatives.
• Champion a culture of empathy, accountability, and learning by modeling excellent communication and conflict-resolution practices.
• Participate in system-wide initiatives related to access, equity, and patient satisfaction, leveraging grievance data to identify opportunities for service improvement.
• Ensure all grievance correspondence (acknowledgment and resolution letters) meet professional and regulatory standards.
• Review and approve timecards, manage workloads, and foster staff development through mentoring and performance feedback.
• Perform other duties as assigned by the Director of Access or Chief Operations Officer.

Supervisory Responsibilities:

• Supervise assigned staff, including Patient Grievance Coordinators, administrative support, or interns assisting with grievance management, data entry, or patient experience functions.
• Maintain appropriate staff levels and participate in recruitment. 
• Onboard, train and support continued development of staff.
• Manage employee performance, effectively communicate expectations and goals and provide performance feedback and evaluation in a thorough and timely manner.
• Complete time and attendance requirements for team, approving timesheets, time off requests, and ensure accurate and timely completion for payroll.
• Ensure a safe, secure and legal work environment by upholding MCC’s policies and procedures.

Education and Experience:

• Bachelor’s or 10 years of relevant experience in Public Health, Health Administration, Social Work, Psychology, or related field required.
• Minimum of 5-7 years of progressive experience in healthcare administration, patient advocacy, or quality/compliance functions — ideally within an FQHC, hospital, or managed care setting.

Required Skills and Abilities

• Demonstrated expertise in managing grievance or patient relations programs in compliance with HRSA, CMS, Medi-Cal, or state regulatory frameworks.
• Proven ability to analyze complex cases, synthesize data, and identify operational improvements.
• Exceptional communication skills — able to convey empathy, diplomacy, and professionalism in high-stress or emotionally charged situations.
• Strong leadership and organizational skills; ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficient in Microsoft Office Suite and Electronic Health Record (EHR) systems (EPIC preferred).
• Knowledge of HIPAA, patient rights regulations, and confidentiality standards.
• Bilingual English/Spanish highly preferred.
• Leadership qualities are a primary requisite – must be able to conceive, plan and lead the execution of projects and programs.
• Excellent interpersonal communication skills.
• Demonstrates professional judgment, initiative and ability to function independently.
• Strong public speaking and presentation skills.
• Excellent written and verbal communication skills.

Physical Requirements and Working Conditions

• Fulfill immunization and fit for duty regulatory requirements.
• This position is on site at our Novato office.
• Ability to travel between clinic sites within Marin County and work flexible hours as required.
• Prolonged standing and walking
• Prolonged periods of sitting at a desk and working on a computer, with keyboard and mouse.
• Must be able to lift up to 15 pounds at times.

Benefits:
Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.


Marin Community Clinics is an Equal Employment Opportunity Employer