PATIENT EXPERIENCE LIAISON (849D)

Memorial Health; Decatur (IL); On-site; USD 3,582,000 - 5,491,000; Full time

Benefits offered by this job

Paid time off

401(k) match

Health insurance

Dental insurance

Vision insurance

Job summary

Memorial Health is seeking a Customer Service/Grievance Coordinator to enhance patient experience by conducting daily rounds and resolving issues with staff and management. You will document interactions, close loops, and report trends to leadership.

The role requires a high school diploma (Associate degree preferred) with 3 years in hospital or customer service settings, plus strong verbal and written communication skills. On-site, benefit-rich environment with growth opportunities.

Qualifications

• Minimum of 3 years’ experience in hospital, customer service or related field.
• Supervisory, lead and/or training experience preferred.
• Excellent verbal skills for interacting with patients and staff.
• Excellent written skills for documentation and letters regarding grievances.

Responsibilities

• Conducts daily rounding with patients to gather feedback and listen.
• Acts as liaison to resolve patient complaints with staff and managers.
• Follows up with communication to close the loop and document interactions.
• Meets with department managers to share trends and develop improvement plans.
• Facilitates customer service training sessions and presents skills training.
• Support planning and implementation of effective practices; completes grievance process timely.

Skills

Verbal communication

Written communication

Conflict resolution

Customer service

Education

High school diploma or equivalent

Associate Degree

Job description

Focused on the Future of Care

We're looking for talented, passionate healthcare professionals to join the team at Memorial Health as we build the future of healthcare.

If you're ready to be part of a transformative organization that puts people first, take a look at what we have to offer.

Position Type

On-site

Job Description Summary

Conducts daily rounding with patients to facilitate proactive listening with the patients. Facilitates communication in an environment that can sometimes be high pressure, when patient files a complaint. Reports complaint to staff involved and department manager. Works as liaison with patient and staff to resolve the 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 trends of complaints and develop action plans for improvement opportunities. Facilitates Customer Service training sessions. Coordinates and presents Customer Service skills training. Assists department manager to plan, implement and maintain effective practices. Successfully complete the grievance process within the required timeframe.

Job Description

Education

• High school diploma or equivalent required.
• Associate Degree preferred.

Licensure/Certification/Registry

• N/A

Experience

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

Other Knowledge/Skills/Abilities

• Excellent verbal skills required to be able to interact with patients and all levels of staff, including Physician, Leaders, Nursing staff and others.
• Excellent written skills required to be able to complete the required documentation and write well-crafted letters for each grievance.
• Aptitude to work with all patients, independently in changing environment, including high-pressure, sensitive situations.
• Shows compassion and listens to patient’s perspective while remaining calm and neutral.
• Ability to conduct self in manner consistent with the warm and caring image of Memorial Medical Center.

Pay Transparency

$25.72 - $39.86 Additional compensation in the form(s) of participation in our annual incentive program are dependent on role. Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role.

Benefits

Memorial Health also offers a comprehensive benefits plan, which includes paid time off, 401(k) match, and health/ dental/ vision insurance options. All benefits can be found at https://jobs.memorial.health/about/benefits/.

If you require a reasonable accommodation to complete this application or participate in the hiring process, please contact [e-mail]. Requests will be handled confidentially.