Patient Relations Coordinator

This is a hybrid position with an average of 4 or more days per week on site.

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 Coordinator at Corewell Health, you will be at the forefront of navigating complex patient relations, serving as a vital link between patients, families, and health care teams. In this role, you will champion patient rights, mentor and coach staff at all levels, and offer clinical expertise to resolve challenging situations with empathy and precision. You will act as the face of the organization during critical moments, working to uphold the highest standards of care while mitigating risk and driving continuous improvement. If you have a knack for problem-solving, love wearing multiple hats, and are committed to advocating for patient rights and addressing patient's concerns, this is the perfect opportunity for you!

Job Summary

Under the director of the department management, responsible for the coordination of the complaint grievance process and the Patient Representatives.

Essential Functions

• Receives, investigates, evaluates, draws conclusion, responds to, and resolves patient/family complaints, problems, and grievances within the established limits of authority. Refers complex or clinical issues to management or appropriate areas for resolution.
• Assures compliance with CMS and Joint Commission as it relates to the grievance process and policy. Audits complaint/grievance data monthly for BWise tracking.
• Coordinates the complaint and grievance information with appropriate hospital department leaders to ensure effective documentation into the RL Solutions database.
• Coordinates presentation of complex complaints and grievances to the Multi-Disciplinary review team.
• Investigates lost/misplaced belongings in collaboration with Security. Consults with Manager, PFE for approval regarding monetary settlements and enters approved items into PeopleSoft to generate a check request.
• Covers for manager when necessary, participates in hiring, onboarding, and education for new for new hires.
• Participates in the performance appraisal process by providing feedback to department director/manager regarding the customer service & patient experience progress of all PFE employees. Initiates education processes when necessary.
• Analyze patient satisfaction and concern data to identify trends and opportunities for improvement; assist leaders with the development of work plans for performance and process improvements; lead performance improvement initiatives. Support root cause analysis and process improvement efforts.
• Maintain schedules for all PFE employees and Kronos timekeeping for the department.
• Participates with all regulatory surveys when necessary.
• Participates and assists in special projects, meetings, seminars, educational activities as appropriate.
• Supports hospital driven service initiatives.
• Performs rounding on patients and families.

Qualifications

Required

• Bachelor's Degree or equivalent in a business/related field and/or a combination of equivalent significant related work experience & education
• 5 years of customer service experience; hospital setting desired

Preferred

• Team leader experience

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, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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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.