PATIENT EXPERIENCE LIAISON (849D)

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

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.