PATIENT EXPERIENCE LIAISON (849D)

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

Full time$25.72 - $39.86Conducts 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.Highlights & BenefitsPaid Time Off (PTO)Memorial ChildcareMental Health ServicesGrowth OpportunitiesContinuing EducationLocal and National DiscountsPet InsuranceMedical, Dental, VisionFlexible Spending Account401(k)Life Insurance and Voluntary BenefitsEmployee Assistance Program and Colleague WellnessAdoption AssistanceRequired Experience 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.Decatur, IL Move left Move right Move up Move down+ Zoom in- Zoom outHome Jump left by 75%End Jump right by 75%Page Up Jump up by 75%Page Down Jump down by 75%Sorry, we have no imagery here.Sorry, we have no imagery here.Sorry, we have no imagery here.Sorry, we have no imagery here.Sorry, we have no imagery here.Sorry, we have no imagery here.Sorry, we have no imagery here.Sorry, we have no imagery here.To activate drag with keyboard, press Alt + Enter. Once in keyboard drag state, use the arrow keys to move the marker. To complete the drag, press the Enter key. To cancel, press Escape.Keyboard shortcutsMap Data Map data 2026 GoogleMap data 2026 Google100 m Click to toggle between metric and imperial unitsTermsReport a map error