Patient Relations Specialist- Full Time, 1st Shift

Bronson Healthcare; Kalamazoo (MI); On-site; USD 42,000 - 55,000; Full time

Job summary

Bronson Healthcare is seeking a Patient Relations Specialist in Kalamazoo to handle complaints and concerns from external customers and the public, and to manage patient/family financial requests. The role requires either a Bachelor’s degree or an RN with 5 years of healthcare experience.

Excellent verbal and written communication, strong judgment, and the ability to diffuse difficult situations are essential as you collaborate across departments and support Bronson’s values and ethics

Qualifications

• Bachelor’s degree or RN with 5 years healthcare experience 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 and the ability to assess complex situations and respond in a manner aligned with Bronson's values.

Responsibilities

• Intakes, documents, investigates, and resolves complaints regarding the organization consistent with the organization's complaint policy and 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 and funds are used per policy to facilitate patient discharge.
• Manages the Good Neighbor Fund, including assessment and processing of applications per guidelines.
• Actively involved in improving internal processes and customer service via committees and education aligned with the organization's vision and values.
• Involved in the Ethics committee and serves as JCAHO Chapter leader for Patient Rights and Organizational Ethics.

Skills

Verbal communication

Written communication

Conflict resolution

Judgment

Interpersonal skills

Education

Bachelor's degree

RN with 5 years healthcare experience

Job description

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.LocationKalamazoo-252 E Lovell St.-Lovell Building (North Campus)TitlePatient Relations Specialist- Full Time, 1st ShiftThis 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 levelsWork 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.ShiftTime TypeFull timeScheduled Weekly Hours40Cost Center1920 Patient Relations (BHG)Agency Use Policy and Agency Submittal DisclaimerBronson 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.