Patient Relations Specialist- Full Time, 1st Shift

Bronson Healthcare • Kalamazoo, MI

6d • Onsite

About The Position

The Patient Relations Specialist helps patients and families address questions, concerns, and complaints about their experience with Bronson. The role listens to concerns, gathers and reviews information, investigates complaints, works with staff and leaders, and helps identify reasonable solutions. It serves as a liaison among patients, families, and Bronson staff, including in difficult or potentially hostile situations.

The position also assesses patient assistance requests and coordinates with physicians, staff, and community agencies to help meet patient needs and facilitate discharge. It manages financial assistance resources, including the Good Neighbor Fund and its applications, according to established guidelines. The specialist participates in committees, education, and improvement work involving customer service, internal processes, the Ethics Committee, Patient Rights, and Organizational Ethics.

The work involves frequent deadlines and challenging situations, and may require computer use for up to 40 percent of the time. Physical activity includes regular sitting, standing, walking, bending, and stooping, as well as some lifting of lightweight items. This is a full-time, first-shift position scheduled for 40 hours per week in Kalamazoo, Michigan.

Requirements

• Bachelor’s degree, or Registered Nurse (RN) with five years of healthcare experience.
• Strong verbal and written communication skills, including the ability to diffuse anger and intervene in difficult situations.
• Ability to listen, remain calm, and help reduce tension when someone is upset.
• Sound judgment and ability to assess complex or sensitive situations and respond consistently with Bronson’s vision and values.
• Ability to interact respectfully with patients, families, employees, and leaders across socioeconomic levels, cultures, and age groups, and to work within the organizational hierarchy.

Nice To Haves

• Experience working in a medical or healthcare setting.
• Customer service experience, especially handling concerns, complaints, or challenging situations.

Responsibilities

• Intake, document, investigate, and help resolve complaints in accordance with organizational policies and values.
• Serve as a liaison among patients, families, and Bronson staff when concerns or conflicts arise.
• Intervene in staff, patient, and family conflicts on patient care units and negotiate viable solutions, including in potentially hostile situations.
• Assess patient assistance requests and coordinate with physicians, staff, and community agencies to help meet needs, ensure funds comply with policies, and facilitate patient discharge.
• Manage the Good Neighbor Fund, including assessing and processing applications according to established guidelines.
• Participate in committees, education, and initiatives to improve internal processes and customer service.
• Participate in work related to the Ethics Committee, Patient Rights, and Organizational Ethics.

Benefits

• Benefits starting on Day 1
• Comprehensive Wellness Program
• Opportunities to learn and grow in healthcare
• Supportive and friendly team environment
• Culture that values professional growth, innovation, collaboration, well-being, and work-life balance

What This Job Offers

• Job Type: Full-time