Patient Experience Advocate & Resolution Liaison

Decatur Memorial Hospital; Tennessee; On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Paid time off

401(k) match

Health/dental/vision insurance

Job summary

Memorial Health is seeking a dedicated Customer Service and Grievance Specialist to join our on-site team in Tennessee. You will conduct daily patient rounding, facilitate listening, and coordinate resolutions with staff and managers.

Strong written communication ensures proper documentation through the grievance process within required timelines. The role emphasizes supervisory or training experience, with a focus on improving patient experiences and service quality across departments.

Qualifications

• High school diploma or equivalent required; an associate degree preferred.
• Minimum of 3 years’ experience in hospital, customer service or related field.
• Supervisory, lead and/or training experience preferred.
• Excellent verbal and written communication skills.
• Ability to handle high-pressure, sensitive situations with calm and neutral demeanor.

Responsibilities

• Conducts daily rounding with patients to facilitate proactive listening and address complaints.
• Reports complaints to staff involved and department manager; act as liaison to resolve issues.
• Follow up with patients and staff to close the loop and document interactions.
• Share trends with department managers and develop improvement action plans.
• Coordinate and present Customer Service skills training; assist in planning and maintaining effective practices.

Skills

Excellent verbal skills

Excellent written skills

Compassion and listening

Education

High school diploma or equivalent

Associate Degree preferred

Job description

Memorial Health is seeking a dedicated Customer Service and Grievance Specialist to join our on-site team in Tennessee. You will conduct daily patient rounding, facilitate listening, and coordinate resolutions with staff and managers.

Strong written communication ensures proper documentation through the grievance process within required timelines. The role emphasizes supervisory or training experience, with a focus on improving patient experiences and service quality across departments.