Patient Relations Specialist Associate

Corewell Health • Grand Rapids, MI

26d • Hybrid

About The Position

Provides a variety of services supporting the Patient Relations Department and coordinates front-line handling of complicated Patient Relations issues for Corewell Health. Works with healthcare team members to meet or exceed customer expectations and mentors and coaches team members across the organization in complaint management and customer service. The role supports patients and families by receiving concerns, coordinating connections with the appropriate Patient Relations team member, assisting with grievance resolution, and supporting service recovery for non-clinical concerns.

The position follows a hybrid work model, with onsite presence required four days per week. It is full time, scheduled for 40 hours per week, Monday through Friday, from 8 a.m. to 5 p.m., on the day shift. The primary location is Corewell Health Place in Grand Rapids.

Requirements

• High school diploma or equivalent.
• One year of relevant experience in quality improvement, Patient Relations, Patient Experience, customer service, or 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 operations, including answering intake calls, managing the database, responding to comment cards and surveys, and performing other duties.
• Receive complaints and grievances from patients, patient representatives, or referrals from staff and physicians.
• Coordinate with appropriate staff and physicians to connect patients with the appropriate Patient Relations team member.
• Support grievance resolution by assisting Patient Relations colleagues with letter disbursement.
• Provide administrative support for service recovery involving non-clinical concerns as a Patient Rights Advocate.
• Maintain updated records and prepare required reports.
• Participate in safety initiatives and risk-mitigation measures where appropriate, and complete position- and unit-related safety competencies and requirements on time.
• Mentor and coach team members at all levels of the organization on complaint management and customer service issues.

Benefits

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

What This Job Offers

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