Senior Patient Relations Specialist

This role follows a hybrid schedule, with team members working onsite about 60% of the time. The onsite presence is important for collaboration and relationship‑building, while the remaining time can be worked remotely.

Are you a Registered Nurse that is 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 Senior 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

Provides a variety of services to support the Patient Relations Department. Performs front line coordination of complex 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. Provides clinical advisement and expertise to members of Patient Relations team without clinical expertise.

Essential Functions

• 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.
• Grievance: 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.
• Patient Rights Champion: 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. Provides notary services.
• 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.

Qualifications

Required

• Bachelor's Degree or equivalent in a healthcare related field

• LIC-Registered Nurse (RN) - State of Michigan

• 3 years of relevant experience in Quality Improvement, Patient Relations, Patient Experience, Customer Service Medical Field

• CRT- Improving Conflict Resolution Skills and Advanced Safety Training within 120 days after hire

• CRT- Beryl Institute Certificate of Patient Advocacy within 120 days after hire

Preferred

• Master's Degree in healthcare related field

• 2 years of relevant experience within participation on improvement initiatives

• CRT-At least one Certification from preferred list - Institute for Healthcare improvement (IHI), IHI Open School

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.