Patient Experience Advocate & Liaison

Memorial Home Services; Decatur (IL); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Memorial Childcare

Mental Health Services

Growth Opportunities

Continuing Education

Local and National Discounts

Pet Insurance

Medical, Dental, Vision

Flexible Spending Account

401(k)

Life Insurance and Voluntary Benefits

Employee Assistance Program and Colle"

Adoption Assistance

Job summary

Memorial Medical Center in Decatur, IL seeks a dedicated Customer Service Specialist to conduct daily patient rounding and facilitate proactive listening. You will coordinate responses to complaints, liaise with patients and staff, and ensure timely resolution with proper documentation.

The role requires at least 3 years in hospital or customer service settings, strong verbal and written communication, and experience in supervising or training colleagues.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years’ experience in hospital, customer service or related field required.
• Supervisory, lead and/or training experience preferred.

Responsibilities

• Conducts daily rounding with patients to facilitate proactive listening and address complaints.
• Facilitates communication in high-pressure environments when patient files a complaint, and reports it to staff and department manager.
• Acts as liaison with patient and staff to resolve issues surrounding the customer’s complaint.
• Follows up with communication to close loop with all involved and documents interaction.
• Meets with Department Managers regularly to share patient complaint trends and develop action plans for improvement opportunities.
• Facilitates Customer Service training sessions and coordinates/positions Customer Service skills training.
• Assists department manager to plan, implement and maintain effective practices.
• Successfully complete the grievance process within the required timeframe.

Skills

Verbal communication

Written communication

Customer service

Patient relations

Conflict resolution

Education

High school diploma or equivalent

Associate degree preferred

Job description

Memorial Medical Center in Decatur, IL seeks a dedicated Customer Service Specialist to conduct daily patient rounding and facilitate proactive listening. You will coordinate responses to complaints, liaise with patients and staff, and ensure timely resolution with proper documentation.

The role requires at least 3 years in hospital or customer service settings, strong verbal and written communication, and experience in supervising or training colleagues.