JAMES KENNEDY JR.
Gloucester
Summary
Patient Relations and Patient Experience professional with 2+ years of hospital based experience investigating patient complaints and grievances, supporting service recovery, and collaborating with clinical leadership to improve patient satisfaction outcomes. Skilled in de-escalation, patient centered communication, and accurate case documentation using Epic (EMR) and STARS. Recognized for professionalism, empathy, and strong cross-department coordination.
Overview
14
14
years of professional experience
Work History
Patient Relations Specialist
Beth Israel Lahey Health
2022.08 - Current
- Investigated and resolved patient grievances by coordinating with nursing leadership, physicians, and department chiefs to support timely service recovery and patient satisfaction outcomes.
- Partnered with operational and clinical leadership to implement belongings tracking and reimbursement mitigation strategies, contributing to a $10,000 reduction in total hospital belongings loss.
- Served as a resource to frontline staff by providing real time guidance on service recovery strategies, de-escalation techniques, and patient communication to support patient satisfaction goals.
- Identified recurring themes in complaints and escalations and escalated trends to leadership for improvement opportunities.
- Documented concerns, outcomes, and follow-up actions in hospital reporting systems to support accurate tracking and trending.
Case Manager/Housing Specialist
Eliot Community Human Services
2019.09 - 2022.07
- Provided outreach based case management services to individuals experiencing mental illness, housing instability, and complex psychosocial barriers.
- Assisted clients with securing housing resources, benefits, and community based supports to promote long term stability.
- Managed an assigned caseload while prioritizing urgent client needs, coordinating services across behavioral health and housing systems to ensure continuity of care.
Mental Health Counselor
North Shore Medical Center
2018.10 - 2019.06
- Supported patients in an inpatient behavioral health environment by maintaining safety, structure, and therapeutic engagement.
- Facilitated psychoeducation and therapeutic group activities while maintaining professional boundaries and effective communication.
- Assisted with crisis support and patient monitoring to promote stabilization and recovery.
Customer Experience Coordinator
TJ Maxx
2011.11 - 2019.01
- Supervised front end customer service operations and supported service quality standards in a high volume retail environment.
- Resolved escalated customer concerns and ensured professional service recovery.
- Trained and coached associates on communication skills, customer service expectations, and company policies.
Education
Bachelor of Arts - Forensic Psychology
Southern New Hampshire University
2026-06
Skills
- Service Recovery & De-escalation
- Interdisciplinary Collaboration
- Documentation & Case Tracking
- HIPAA & Confidentiality Compliance
- Customer Service Coaching & Staff Support
- Crisis Intervention Support
Affiliations
- Wellness & Resilience (former member)
- LGBTQA+ Employee Resource Group (former member)
Awards & Certifications
- Cheers for Peers Award (Team Recognition) – Beth Israel Lahey Health
Recognized for dedication, teamwork, and commitment to patient-centered care. - Mental Health First Aid (Certified/Trained)
Timeline
Patient Relations Specialist
Beth Israel Lahey Health
2022.08 - Current
Case Manager/Housing Specialist
Eliot Community Human Services
2019.09 - 2022.07
Mental Health Counselor
North Shore Medical Center
2018.10 - 2019.06
Customer Experience Coordinator
TJ Maxx
2011.11 - 2019.01
Bachelor of Arts - Forensic Psychology
Southern New Hampshire University