Patient Experience Advocate & Resolution Lead

MU Health Care; Jefferson City (MO); On-site; USD 26,000 - 41,000; Full time

Benefits offered by this job

Health, vision and dental insurance

Paid time off & holidays

Tuition assistance

Job summary

MU Health Care in Jefferson City, MO, is seeking a Patient Experience Specialist to champion patient voices with empathy and integrity on an on-site, Monday–Friday schedule. The role focuses on resolving complaints, guiding investigations, and serving as a trusted resource for patients and families across our facilities.

You will promote positive relationships, support staff training in customer service, and participate in projects to simplify access and improve patient experiences within MU

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience.
• Three years of experience working with the public.

Responsibilities

• Serve as an official liaison for the patient and family in the mediation and resolution of complaints and grievances, coordinating investigations and communications.
• Manage patient comments from channels beyond surveys, using the Patient Safety Network when appropriate.
• Become an expert resource on MU Health Care services, locations, and information for patients and families.
• Round on public areas and units to promote positive relationships and ensure high standards of the environment.
• Develop customer service and conflict resolution training for staff.
• Identify and participate in performance improvement projects to enrich interactions and access.
• May complete unit/department duties as outlined in department documents.

Skills

Customer service

Public interaction

Education

Bachelor’s degree

Job description

MU Health Care in Jefferson City, MO, is seeking a Patient Experience Specialist to champion patient voices with empathy and integrity on an on-site, Monday–Friday schedule. The role focuses on resolving complaints, guiding investigations, and serving as a trusted resource for patients and families across our facilities.

You will promote positive relationships, support staff training in customer service, and participate in projects to simplify access and improve patient experiences within MU