Patient Experience & Resolution Specialist

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Excellent medical, dental and vision

2:1 retirement match

Job summary

Michigan Medicine seeks a Patient Complaints/Grievances Specialist to collaborate with patients, families, and leadership to investigate, document and resolve concerns about the quality of care and services at Michigan Medicine.

You will collect data, coordinate with departments, assess harm per CMS guidelines, maintain data integrity in PSRS, and help ensure timely, compliant case resolution and continuous improvement.

Qualifications

• Bachelor's degree in social sciences, health care administration, or related field or equivalent experience.
• 3–5 years in health care with customer service and complaint management.
• Excellent written, oral and presentation skills.

Responsibilities

• Collaborate with patients, families, Michigan Medicine leadership, and clinical departments to investigate, document and resolve complaints/grievances.
• Collect data relating to patient complaints.
• Review and triage correspondence and regulate the escalation process.
• Assess harm per CMS guidelines and document outcomes.
• Maintain data integrity in the PSRS for departmental dashboards.
• Provide cross-coverage as needed for vacation coverage and related duties.

Skills

Customer service

Data analysis

Time management

Communication

De-escalation

CMS guidelines

Education

Bachelor's degree in social sciences, health care administration, or related field

Job description

Michigan Medicine seeks a Patient Complaints/Grievances Specialist to collaborate with patients, families, and leadership to investigate, document and resolve concerns about the quality of care and services at Michigan Medicine.

You will collect data, coordinate with departments, assess harm per CMS guidelines, maintain data integrity in PSRS, and help ensure timely, compliant case resolution and continuous improvement.