Senior Customer Service Rep Patient Relations

Job Summary

Are you passionate about making a meaningful impact in the lives of patients and their families? At Corewell Health, we are seeking a dedicated Senior Customer Service Representative to join our Patient Relations team. In this crucial role, you will be the first point of contact for individuals and/or family members who have faced challenges in their care experience, ensuring they feel respected, heard and valued. With empathy and professionalism, you will triage these concerns, directing them to the appropriate Patient Relations Specialist while helping us achieve our number one goal: Resolution. This is more than just a job - it’s an opportunity to be a pivotal part of a team that strives to restore trusting relationships with patients and families.

Essential Functions

• ⁠Intake of Patient / Family Member / and individual concerns: Receive and document concerns from patients and family members, ensuring accurate and thorough communication is entered into database to be assigned to a member of the patient relations team for review, investigation and follow up. Concerns are most often communicated over the phone, but can also be communicated via comment card, email, walk in, and from a team member; and the Customer Service Sr. must be prepared to manage all forms. 
• Triage and Assignment of Concerns: Assess the urgency and nature of each concern, and appropriately escalate concerns requiring immediate attention. Ability to interact with the complainant with a high level of emotional intelligence is essential. Individuals communicating concern can often do so passionately and de-escalation skills are helpful.
• Office Functions Maintenance: Manage day-to-day office operations, including maintaining supplies, organizing files, and ensuring a well-functioning work environment.
• Scheduling and Calendar Maintenance: Coordinate and manage scheduling and calendar maintenance for the Patient Relations team. Track specialist on call schedules and assign in perfectserve, keep the calendar up to date and reflective of appointments and meetings, and track PTO.

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.

Qualifications

Required

• High School Diploma or equivalent
• 5 years of relevant experience in customer-facing service on phone or face-to-face, focus on positive customer outcomes; customer service and/or managed health care

Preferred

• Associate’s Degree

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

Primary Location

SITE - Butterworth Hospital - 100 Michigan St - Grand Rapids

Department Name

Quality Safety and Experience - CH West

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8 a.m. - 4:30 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

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