Open to opportunities

Glenda Kelly

@glendakelly

Message

Senior patient relations specialist fluent in English and Spanish, driving resolution, training, and stakeholder trust.

United States

Message

What I'm looking for

I seek a patient-centered role where I can manage escalations, lead training/onboarding, use EPIC/RLDatix for process improvement, and mentor teams in a collaborative healthcare setting.

I am a customer-success oriented patient relations professional with deep experience in healthcare advocacy, stakeholder management, and psychology. I was promoted to Senior Specialist at a major hospital for outstanding performance handling complex cases and improving satisfaction.

I lead recruitment, onboarding, and training initiatives and mentor colleagues to elevate case management and service excellence. I serve as a primary escalation point for sensitive issues, including cases routed from senior leadership.

My background includes hands-on clinical therapy roles and community advocacy where I partnered with care teams to design personalized treatment plans, manage crises, and maintain thorough clinical documentation. I apply data-informed approaches using EPIC and RLDatix to improve processes and reporting.

I am bilingual in English and Spanish, skilled at building relationships across diverse groups, and focused on practical, empathy-driven problem solving that strengthens collaboration and trust.

Experience

Work history, roles, and key accomplishments

Current

Senior Specialist

Current

Mass General Hospital

Jan 2025 - Present (10 months)

Promoted within one year to Senior Specialist Patient Family Relations; lead recruitment, onboarding, and training while serving as primary escalation point for sensitive cases, improving case resolution and stakeholder trust.

Patient Advocacy Escalation Management Onboarding Epic RLDatix Conflict Resolution Cross Functional Collaboration

Specialist Patient Family Relations

Mass General Hospital

Jan 2024 - Jan 2025 (1 year)

Managed complaints, grievances, and compliments as liaison between patients, families, and staff; ensured accurate case data entry and drafted professional correspondence to resolve issues and foster trust.

Case Management Patient Relations Data Entry Epic RLDatix Process Improvement Empathy Driven Problem Solving

Patient Advocate

NeighborHealth

Jan 2023 - Jan 2024 (1 year)

Acted as dedicated patient advocate to guide patients through complex healthcare processes, resolved escalations with leadership, and coordinated community resources to improve satisfaction and engagement.

Patient Advocacy Community Partnership Crisis Intervention Care Coordination Patient Education Stakeholder Management

Individual & Family Therapist

Navojoa General Hospital

Jan 2017 - Jan 2019 (2 years)

Provided individual and group therapy for patients including those with chronic and terminal illnesses, collaborated with multidisciplinary teams to implement personalized treatment plans and managed crisis situations.

Individual Therapy Group Therapy Crisis Management Clinical Documentation Patient Education

Individual & Group Therapist

Obregon General Hospital for University of Sonora

Jan 2016 - Jan 2017 (1 year)

Delivered psychological support across hospital units, performed assessments and intervention planning, and provided educational programs on health and wellness to patients and families.

Group Therapy Patient Education Clinical Documentation