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
Beverly, MA
08.2022 - 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
Saugus, MA
09.2019 - 07.2022
- 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
Lynn, MA
10.2018 - 06.2019
- 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
Woburn, MA
11.2011 - 01.2019
- 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
06-2026
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
08.2022 - Current
Case Manager/Housing Specialist
Eliot Community Human Services
09.2019 - 07.2022
Mental Health Counselor
North Shore Medical Center
10.2018 - 06.2019
Customer Experience Coordinator
TJ Maxx
11.2011 - 01.2019
Bachelor of Arts - Forensic Psychology
Southern New Hampshire University