Patient Relations Specialist Associate

This position follows a hybrid work model and requires onsite presence four days per week

At Corewell Health, every patient experience matters. As a Patient Relations Specialist Associate, you'll play a vital role in ensuring our patients and families feel heard, supported, and valued throughout their healthcare journey. Serving as a trusted advocate and problem-solver, you'll help address concerns, coordinate service recovery efforts, and foster meaningful connections between patients and care teams. If you're passionate about customer service, thrive in a fast-paced environment, and are driven to make a positive impact, this is an opportunity to help shape exceptional experiences and strengthen the human side of healthcare every day.

Job Description

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.

Essential Functions

• Assists with the day-to-day operations, including answering in-take calls, database management, comment card and survey responses, and other duties.
• "Grievance": Provide access to a centrally located positive patient feedback and grievance process:
  • Receive 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 ensure connection to appropriate Patient Relations team member.
  • Supports grievance resolution by helping patient relations colleagues with letter disbursement

• Patient Rights Advocate: Supports service recovery for non-clinical concerns through administrative support duties
• Maintains updated records and prepares required reports.
• Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.

Qualifications

Required

• High School Diploma or equivalent

Preferred

• Bachelor's Degree or equivalent in healthcare related field
• 1 year of relevant experience in Quality improvement, Patient Relations, Patient Experience, Customer Service Medical Field
• 1 year of experience with participation on improvement initiatives

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• 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
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids

Department Name

QSE Patient Relations - Corporate

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8 a.m. - 5 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.