Patient Relations Specialist

Corewell Health • Grand Rapids, MI

2d • Hybrid

About The Position

Are you passionate about making a meaningful impact in health care by ensuring that every patient's voice is heard and respected? As a Patient Relations Specialist, you'll serve as a trusted advocate, helping patients feel heard, supported, and respected while partnering with clinical and operational leaders to resolve concerns, protect patient rights, and drive improvements in the care experience. In this highly visible role, you'll combine empathy, problem-solving, and collaboration to strengthen trust, elevate service excellence, and help ensure every patient voice leads to positive change.
Job Summary
Provides a variety of services to support the Patient Relations Department. Performs front line coordination of complicated Patient Relations issues for Corewell Health. Actively works with health care members to meet or exceed customer expectations. Mentors and coaches team members at all levels of the organization in complaint management and customer service issues.

Requirements

• Bachelor's Degree or equivalent in Healthcare related field

Nice To Haves

• 2 years of Quality improvement, Patient Relations, Patient Experience, Customer Service Medical Field
• 1 year of Participation on improvement initiatives
• At least one Certification from preferred list - Institute for Healthcare Improvement (IHI), IHI Open School
• At least one Certification from preferred list - Beryl Institute Certificate of Patient Advocacy, Beryl Certificate 1 Year

Responsibilities

• Supports and drives improvement activities for accountable areas based on organizational priorities (project management, measurable deliverables, milestones, and data informed strategy).
• Serves as a liaison between various departments across the Corewell Health System. Communicates, collaborates, networks with and acts as a change agent to key stakeholders. Also ensures continuity and coordination of services with appropriate utilization of resources. Responsible for stakeholder management across collaboration within dept and organizational resources.
• Drives continuous assessment and improvements using appropriate tools and methodology within the business, assists stakeholders and process owners in prioritizing improvement opportunities.
• Provide access to a centrally located positive patient feedback and grievance process
• Receive and review complaints and grievances from the patient or patient’s representative and/or referred from staff/physicians
• Work with appropriate staff and/or physicians providing care to follow up and resolve issues to the patient’s satisfaction
• Notify the patient in writing of the resolution of all grievances
• Effectively reduces the risk of litigation to the organization. Serves as the face of the organization when there is perceived adverse outcome or when a patient or family identifies where the standard of care was not followed. This may be done in coordination with Risk Management.
• Receive, Review, and Respond to regulatory complaints, quality of care concerns. Collaborate with accreditation department to ensure compliance of system with the Joint Commission Rights and Responsibilities of the Individual Chapter.
• Maintains updated records and prepares required reports. Provides consultative support to various organizational policies that support patient rights,
• Compile and prepare any complaint/grievance that is not resolved to the satisfaction of the patient by the Patient Relations department for review at Grievance Committee and facilitate Grievance Committee to stand as a final level review for patients with an unresolved grievance.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level