Enterprise Risk & Experience Steward

Join our team at Wyandot Memorial Hospital, where you’ll find a supportive, community-focused environment, excellent benefits, and the opportunity to make a real difference in the lives of our patients. Be part of a dedicated team that values teamwork, professional growth, and a strong commitment to compassionate, high-quality care.

• Bachelor's degree in Healthcare Administration, Nursing, Business, Public Health, or a related healthcare field required.
• Minimum of five years of healthcare experience required.
• Experience in patient experience, risk management, quality, compliance, clinical leadership, or a related field preferred.
• Strong knowledge of healthcare regulations, including CMS grievance requirements and HIPAA.
• Demonstrated ability to work effectively across departments and influence outcomes without direct authority.
• Strong communication, conflict resolution, and interpersonal skills.
• Ability to manage sensitive situations and difficult conversations with professionalism and discretion.
• Strong analytical, organizational, and problem-solving skills.
• Clinical knowledge or healthcare operational experience preferred.

• Oversee the intake, investigation, documentation, and resolution of patient complaints and grievances.
• Ensure complaints and concerns are routed to the appropriate leaders and resolved in a timely manner.
• Monitor compliance with regulatory requirements related to patient grievances and complaint management.
• Conduct or coordinate risk reviews and root cause analyses related to patient concerns and organizational risk.
• Collaborate with Quality, Compliance, Legal, and leadership teams to address identified risks and improvement opportunities.
• Analyze patient experience and complaint trends and recommend strategies to improve satisfaction and service delivery.
• Develop and support service recovery processes and organizational standards for patient experience.
• Provide education and coaching to leaders and staff on accountability, communication, de-escalation, and service recovery practices.
• Support leadership onboarding and ongoing development related to patient experience expectations.
• Prepare reports and summaries related to patient experience, complaints, grievances, and organizational risk.
• Escalate significant safety, regulatory, reputational, or system-related concerns as appropriate.
• Perform other duties as assigned.