As follow-up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with SVH Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution within the complaint management system. Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention.