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As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Room G5428, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500107 Patient Experience Ofc

Work Shift:

UR - Day (United States of America)

Range:

UR URCC 213

Compensation Range:

$70,386.00 - $91,502.00

_The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._

Responsibilities:

The Manager, ED Patient & Family Relations provides strategic leadership and oversight for all aspects of the patient and family experience within the Emergency Department. Functioning with a high level of autonomy, the Manager drives system-level initiatives to promote compassionate, patient-centered care, while ensuring effective management of patient concerns, complaints, and grievances in compliance with regulatory standards. This role acts as a critical connector between patients, families, clinical teams, and senior leadership—ensuring that the voice of the patient informs continuous improvement across Emergency Medicine services. In addition to advocacy for patients and families, the Manager plays a key role in supporting Emergency Department staff by helping to de-escalate high-stress situations, coordinating wellbeing initiatives, and fostering a safe, supportive environment for those delivering care.

ESSENTIAL FUNCTIONS

**Leadership & Strategic Oversight** :

+ Provide vision, direction, and operational leadership for the Emergency Medicine Patient Relations team, aligning department goals with broader institutional priorities.

+ Develop and implement strategic initiatives that enhance service excellence, foster accountability, and improve the overall patient experience.

+ Oversee workforce planning, including hiring, onboarding, professional development, and succession planning to build a high-performing, resilient team.

+ Foster a culture of continuous learning, regularly facilitating team development through coaching, feedback, and skills-based training.

Patient Advocacy & System Improvement:

+ Serve as the senior patient advocate for Emergency Medicine, ensuring that patient and family concerns are addressed in a timely, equitable, and empathetic manner.

+ Establish and lead systems to identify, analyze, and resolve patterns in patient feedback and grievances—driving policy and process changes when needed.

+ Collaborate with Risk Management, Legal, and Compliance to ensure all practices align with internal standards and external regulatory requirements.

Executive & Clinical Partnerships:

+ Act as a key advisor to Emergency Department and institutional leadership, regularly reporting on trends, risks, and patient experience outcomes.

+ Collaborate with multidisciplinary leaders to integrate patient feedback into performance improvement efforts and service redesign.

+ Represent the department on hospital-wide committees or initiatives focused on quality, safety, experience, and equity.

Crisis Management & High-Risk Case Leadership:

+ Serve as a primary leader during high-profile, emotionally charged, or complex patient issues, ensuring timely coordination, de-escalation, and communication.

+ Lead internal response strategies for critical incidents involving patients or families, in partnership with executive leadership, communications, and clinical teams.

+ Refine and maintain escalation protocols and train staff to navigate difficult conversations and high-stakes interactions effectively.

+ Provide frontline staff support in the Emergency Department by actively helping to de-escalate the most difficult and emotionally taxing cases.

+ Coordinate wellbeing initiatives for Emergency Department staff, including oversight of a regularly scheduled snack cart and other morale-boosting efforts, aimed at relieving stress and promoting an ICARE culture of compassion and resilience.

Education, Culture, & Change Leadership:

+ Design and deliver educational programming that builds capacity for patient-centered communication and service recovery among frontline and leadership staff.

+ Partner with Learning & Development, HR, and DEI teams to embed patient experience principles across Emergency Medicine culture and daily practice.

+ Lead organization-wide efforts to elevate the patient voice and advance a just and healing environment.

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

+ Bachelor's degree in related field and 5 years relevant experience required

+ Or equivalent combination of education and experience

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.