Patient Relations Specialist
Bronson Methodist Hospital
Patient Relations Specialist
Bronson Methodist Hospital
Southwest Michigan health system
CURRENT BRONSON EMPLOYEES - Please apply using the career worklet in Workday. This career site is for external applicants only.
Love Where You Work!
Team Bronson is compassionate, resilient and strong. We are driven by Positivity which inspires us to be our best and to go above and beyond for our patients, for one another, and for our community.
If you’re ready for a rewarding new career, join Team Bronson and be part of the experience.
Job ID: JOB50931
Location: Kalamazoo
Schedule: Full Time | 1st Shift
At Bronson, every patient deserves to feel heard, respected, and supported.
As a Patient Relations Specialist, you will help patients and families when they have questions, concerns, or complaints about their experience. You will listen carefully, gather information, work with staff and leaders, and help find solutions.
This position is a great fit for someone with healthcare and customer service experience who communicates well, stays calm during difficult conversations, and enjoys helping people.
Preferred:
This role includes a variety of responsibilities and may involve frequent deadlines and challenging situations. You may use a computer for extended periods.
The position also involves regular sitting, standing, walking, bending, and stooping, along with some lifting of lightweight items.
This position interacts with all levels of the organization responding to complaints and concerns brought forward by external customers and the public. Additionally, the position is responsible for managing various financial resources regarding patient/family requests. Employees providing direct patient care must demonstrate competencies specific to the population served.
Either a Bachelor’s degree, or RN with 5 years healthcare experience is required.
Experience in a medical setting preferred.
• Exceptional verbal and written communication skills, with emphasis on diffusing anger, and providing intervention in sometimes difficult situations
• Demonstrated sound judgment with the ability to assess complex situations and respond in a manner that is consistent with Bronson's vision statement and statement of values
• Interacting with employees and customers from all socio-economic levels, cultures, and age groups, and to understand and work within the organizational hierarchy at all levels
Work which produces levels of mental/visual fatigue which are typical of jobs that perform a wide variety of duties with frequent and significant uncontrollable deadlines. Work may include the operation of and full attention to a personal computer or CRT up to 40 percent of the time.
The job produces some physical demands. Typical of jobs that include regular walking, standing, stooping, bending, sitting, and some lifting of light weight objects.
• Intakes, documents, investigates, and resolves complaints regarding the organization consistent with the organization's complaint policy and statement of values.
• Provides appropriate intervention with staff/patient/family conflicts on patient care units, acting as a liaison to negotiate viable solutions in potentially hostile situations.
• Assess Patient Assistance requests by interacting with physicians, staff and community agencies to assure needs are met, funds are used in compliance with defined policies and to facilitate patient discharge.
• Manages the Good Neighbor Fund, including assessment and processing of Good Neighbor Fund applications in conjunction with the established guidelines.
• Actively involved in the improvement of internal processes and customer service efforts via committee, MACT/ACT and/or education that challenge and move the organization in the direction of the organization's vision statement and statement of values.
• Involved in the Ethics committee, JCAHO Chapter leader for Patient Rights and Organizational Ethics.
Agency Use Policy and Agency Submittal Disclaimer
Bronson Healthcare Group and its affiliates (“Bronson”) strictly prohibit the acceptance of unsolicited resumes from individual recruiters or third-party recruiting agencies ("Recruiters") in response to job postings or word of mouth. Unsolicited resumes sent to any employee of Bronson by Recruiters, without both a valid written agreement with Bronson and a direct written request from the Bronson Talent Acquisition Department for a specific job position, will be considered the property of Bronson. Furthermore, no fees will be owed or paid to Recruiters who submit resumes for unsolicited candidates, even if those candidates are hired. This policy applies regardless of whether the Recruiter has a pre-existing agreement with Bronson. Only candidates submitted through a specific written agreement with the Bronson Talent Acquisition Department for a named position are eligible for fee consideration.
Please take a moment to watch a brief video highlighting employment with Bronson!
Southwest Michigan health system
Bronson Methodist Hospital is a nonprofit health system serving southwest Michigan. The system provides hospital, primary, specialty, emergency, outpatient, rehabilitation, and community health services through regional care locations. It serves patients, families, clinicians, referring providers, and communities throughout southwest Michigan. Its operating model centers on coordinated hospitals and practices supported by clinical programs, technology, facilities, supply chain, and administration. Teams work across nursing, physicians, allied health, rehabilitation, technology, facilities, administration, and patient access. Work depends on coordination among clinical, operational, technical, and support teams across its care settings and communities.
Explore more opportunities at Bronson Methodist Hospital