Patient Resolution & Complaints Administrator

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Resolution \& Complaints Administrator based in the United States.

This role sits at the heart of patient experience, ensuring that every concern, complaint, or escalation is handled with speed, empathy, and precision. You will act as the central owner of the complaint lifecycle, bridging patients and internal clinical, operational, and financial teams to ensure issues are properly understood and resolved. The position combines patient advocacy with structured case management, requiring both emotional intelligence and strong operational discipline. You will triage incoming concerns, investigate root causes, and coordinate resolutions across specialized internal pods. Beyond case handling, you will contribute to improving systems and workflows by identifying recurring issues and performance trends. This is a highly impactful role where your work directly shapes patient trust and service quality in a healthcare-driven, technology-enabled environment.

Accountabilities

In this role, you will own the full lifecycle of patient complaints, ensuring accurate intake, thoughtful investigation, and timely, compassionate resolution while driving continuous improvement across systems.

• Manage end-to-end complaint intake across multiple channels, ensuring all patient concerns are accurately logged, categorized, and prioritized in centralized systems.
• Serve as the primary patient-facing contact, providing empathetic communication, clear expectations, and consistent updates throughout the resolution process.
• Investigate and triage cases by assessing severity, risk, and root cause, determining appropriate resolution pathways.
• Coordinate with internal specialist groups (clinical, finance, legal, and operations) to ensure proper handling and resolution of complex cases.
• Deliver final resolutions with clarity and empathy, including service recovery actions such as refunds, credits, or formal responses when appropriate.
• Maintain meticulous case documentation, ensuring accurate closure notes and structured tracking within internal systems.
• Analyze complaint trends and performance metrics to identify systemic issues and contribute to process improvements.

Requirements

This role requires strong experience in patient advocacy or customer resolution, combined with high emotional intelligence and excellent operational organization.

• 3\+ years of experience in patient advocacy, healthcare operations, customer resolution, or escalations/complaints management.
• Strong emotional intelligence with proven ability to de-escalate sensitive situations and communicate with empathy and clarity.
• Experience managing multiple concurrent cases using structured workflows, ticketing systems, CRMs, or healthcare-related platforms.
• Strong organizational and project management skills, with the ability to track priorities and coordinate cross-functional stakeholders.
• Systems-thinking mindset with the ability to translate complaints into actionable insights for process and service improvement.
• Comfort working with digital tools such as CRM platforms, Slack, Google Workspace, or similar operational systems.
• Experience in healthcare, health-tech, or medical services environments is a strong advantage.

Benefits

• Competitive hourly compensation ranging from $25 to $31\.25 USD, depending on experience and location
• Comprehensive health, dental, vision, and mental health coverage
• Flexible vacation policy encouraging time to rest and recharge
• Remote-friendly or flexible work arrangements depending on role structure
• Retirement savings plan (401(k) eligibility, where applicable)
• Free access to preventative whole-body health scans for employees
• Commuter benefits supporting transit and parking expenses
• Strong focus on learning, growth, and internal development opportunities
• Collaborative culture with regular team connection and social engagement.

How Jobgether Works

We use an

AI-powered matching process

to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.