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Patient Relations Representative

Petoskey, MI


Posted on October 4, 2018

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About Patient Relations Representative

Patient Relations Representative

Department:Patient Relations


Shift:Day Shift


Salary Range:$17.16 Commensurate with experience

Job Details:


The Patient Relations Representative (PRR) manages the patient satisfaction and complaint processes of McLaren Northern Michigan. This is a collaborative position that identifies causes of customer dissatisfaction through complaint, grievance, and survey management. The PRR achieves improved outcomes and opportunities for our customers. The PRR facilitates process improvement through investigation and education of vendors, customers and colleagues.


  • Responsible for the management and communication of Patient Satisfaction Survey Results for internal review, action plans, and trending.

  • Educates current and new Colleagues on patient rights and survey results.

  • Manages customer complaints received through various channels; identifies the problem, performs an assessment or investigation, develops a plan of action, and collaborates with families, patients, Colleagues, and physicians.

  • Mobilizes resources as needed and removes barriers to care as identified in the complaint process. Reassesses the plan of action for results and follow-up care.

  • Performs walking rounds, gathers data on patient satisfaction after admission, and manages potential complaints at the bedside.

  • Facilitates communication and action to be taken on behalf of the customer (patient and family).

  • Performs other duties consistent with purpose of job as directed.


  • Associates Degree required.

  • Experience in a health care environment required.


  • Relevant patient relations experience in a hospital preferred.

About McLaren Health Care

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