Jeff Rowell
Livonia,MI
Summary
Experienced with building strong patient-provider relationships to enhance care satisfaction. Utilizes effective communication and conflict resolution skills to address patient concerns promptly. Track record of fostering positive healthcare environment through empathy and proactive problem-solving.
Overview
21
21
years of professional experience
Work History
Patient Relations Specialist
Michigan Medicine University of Michigan
11.2023 - Current
- Document complaints in an objective manner in the Patient Safety Reporting System (PRSR) that specifically identify the issues to be resolved per CMS guidelines.
- Accept and review escalated patient concerns triaged from top Michigan Medicine and UMMG leadership.
- Solicit feedback and information from involved individuals regarding the patient's complaints, ensuring the integrity of data across a complex organization.
- Maintaining contact with the complainant per CMS and state guidelines, and as appropriate ensure corporate compliance within internal and external regulatory frameworks.
- Collaborate with Michigan Medicine Leadership across the enterprise to improve processes related to the complaint.
- Act as primary resource or support staff in Ambulatory clinics when dealing with escalated patients and families when Ambulatory leadership is unavailable.
- Facilitate and participates in process improvement/lean activities specific to the identified issues in collaboration with Michigan Medicine departments.
Senior Client Services Represenative
Michigan Medicine University of Michigan
08.2022 - 11.2023
- Serve as a facilitator for client interactions with technical laboratory staff and pathologists
- Answer telephone inquiries regarding laboratory testing received form MLabs clients.
- Problem Solve concerns expressed by the client.
- Respond to and trouble shoot emailed, faxed, and telephone problems related to MLabs patients.
- Handled complaints and provide appropriate solution and alternatives within the appropriate timeframes.
- Manage and support customer relationships with Salesforce.
Communications Officer
University of Michigan
06.2012 - 08.2022
- Receive, evaluate, and prioritize calls for emergency and non-emergency assistance.
- Dispatch public safety and security personnel to University owned and leased properties.
- Coordinate first responded information via computer aid dispatch (CAD).
- Maintain liaison with police, fire, and other emergency agencies to assure the safety of the University community.
- Engage in social media platforms to support safety related operations.
- Train new employees on all aspects of the job.
Public Safety Officer
Michigan Medicine University of Michigan
07.2004 - 06.2012
- Protect the assets and property of the University
- Interact with staff, patients, and visitor in a variety of settings.
- De-escalate potentially violent and non-violent situations.
- Request and coordinate, police, medical, and fire response.
- Investigate, analyze, and report incidents.
Education
Bachelor of Science - Sociology
Central Michigan University
Mount Pleasant, MI05-2004
Skills
- Exceptional oral and written communication skills
- Proficient in organization and analysis
- Excellent leadership attributes
- Strong multitasking and problem solving skills
- Proficient in Microsoft Office suite and Google Workspace
- 20 years of customer service experience
- Skilled in working effectively with other departments to achieve common goals and objectives
Timeline
Patient Relations Specialist
Michigan Medicine University of Michigan
11.2023 - Current
Senior Client Services Represenative
Michigan Medicine University of Michigan
08.2022 - 11.2023
Communications Officer
University of Michigan
06.2012 - 08.2022
Public Safety Officer
Michigan Medicine University of Michigan
07.2004 - 06.2012
Bachelor of Science - Sociology
Central Michigan University
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