Patient Relations Specialist Associate

Corewell Health • Grand Rapids, MI

27d • Hybrid

About The Position

The Patient Relations Specialist Associate provides a variety of services supporting Corewell Health’s Patient Relations Department and coordinates front-line responses to complex patient relations issues. The role works with healthcare team members to meet or exceed customer expectations and mentors and coaches staff throughout the organization on complaint management and customer service.

The associate supports day-to-day department operations, including intake calls, database management, comment card and survey responses, recordkeeping, and reporting. For patient grievances, the associate receives complaints from patients or their representatives and referrals from staff or physicians, connects them with the appropriate Patient Relations team member, and assists colleagues with grievance-resolution correspondence. The role also provides administrative support for service recovery involving non-clinical concerns and participates in safety initiatives and risk-mitigation measures.

This is a full-time hybrid position requiring onsite presence four days per week. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with 40 scheduled hours per week, at Corewell Health Place in Grand Rapids, Michigan.

Requirements

• High school diploma or equivalent.
• One year of relevant experience in quality improvement, patient relations, patient experience, or customer service in a medical field.
• One year of experience participating in improvement initiatives.

Nice To Haves

• Bachelor’s degree or equivalent in a healthcare-related field.

Responsibilities

• Support day-to-day Patient Relations Department operations, including answering intake calls, managing databases, and responding to comment cards and surveys.
• Receive complaints and grievances from patients, their representatives, and staff or physician referrals.
• Coordinate connections between patients and the appropriate Patient Relations team member, working with relevant staff and physicians.
• Assist Patient Relations colleagues with grievance-resolution letter disbursement.
• Provide administrative support for service recovery involving non-clinical concerns.
• Maintain updated records and prepare required reports.
• Mentor and coach team members at all organizational levels on complaint management and customer service issues.
• Participate in safety initiatives and risk-mitigation measures, and complete position- and unit-related safety competencies and requirements on time.

Benefits

• Comprehensive benefits package supporting financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory offering deals on restaurants, phone plans, spas, and other items.
• Optional identity theft protection, home insurance, and auto insurance.
• Traditional and Roth retirement options with service contribution and matching savings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED