Patient Experience Advocate & Liaison

Bon Secours Mercy Health; Springfield (OH); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision coverage

Paid time off

Job summary

Bon Secours Mercy Health in Ohio is seeking a Patient Experience Concierge to serve as a liaison between patients, families, hospital staff, and physicians to ensure a positive patient experience. You will support comfort, share information from clinical teams, and help staff respond to inquiries to support timely discharge.

The role requires a high school diploma, at least two years of hospital and customer service experience, strong communication, empathy, and computer skills.

Qualifications

• Minimum of 2 years hospital experience (preferred)
• Minimum of 2 years successful work experience in face-to-face customer service role (preferred)
• Ability to assess at an intermediate level for customer service and communications skills, and demonstrate sincere compassion, empathy, and understanding of the patient’s or family member’s experience and concerns
• Must possess strong communications and customer service skills and the ability to defuse situations and generate positive patient and family member response
• Must possess healthcare knowledge to communicate with medical professionals
• Must complete 12 hours of continuing education in customer service
• Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately

Responsibilities

• Serve as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience
• Assist clinical staff in ensuring patient and family understanding of their role and responsibilities to support timely discharge
• Share information from hospital and clinical staff with patients and families
• Ensure hospital staff responsiveness to patient or family inquiries or concerns

Skills

Customer service

Communication skills

Empathy

Healthcare knowledge

Education

HS Diploma/GED

Tools

Excel

Word

Job description

Bon Secours Mercy Health in Ohio is seeking a Patient Experience Concierge to serve as a liaison between patients, families, hospital staff, and physicians to ensure a positive patient experience. You will support comfort, share information from clinical teams, and help staff respond to inquiries to support timely discharge.

The role requires a high school diploma, at least two years of hospital and customer service experience, strong communication, empathy, and computer skills.