Patient Experience & Service Excellence Specialist

Mercy Health Corporation; Freeport (IL); On-site; USD 24,000 - 35,000; Full time

Job summary

Mercyhealth seeks a Patient (Customer) Experience Specialist to enhance the patient journey and support service recovery. This role focuses on intake, investigation, and timely responses to complaints using RL Solutions and CipherHealth tools, while coordinating with care teams to improve satisfaction.

Ideal candidates have strong communication and conflict-resolution skills, with the ability to analyze survey data and report on patient experiences.

Qualifications

• High school diploma or equivalent and customer service experience preferred.
• Strong interpersonal/communication and conflict resolution skills.
• Able to read/interpret safety rules and write routine reports.

Responsibilities

• Facilitate complaint and grievance management using RL Solutions (intake, investigation, processing, response, file maintenance).
• Manage survey processes and report functions.
• Navigate Mercyhealth EMR.
• Provide information to patients and families regarding policies and services.
• Perform proactive patient experience rounds and service recovery efforts.

Skills

Interpersonal communication

Conflict resolution

Verbal communication

Written communication

Reading comprehension

Data interpretation

Civility and tact

Problem solving

Education

High school diploma or equivalent

Tools

RL Solutions

CipherHealth Orchid Rounding

EMR navigation

Database software

Spreadsheet software

Word processing software

Email/Internet/Social Media

Job description

Mercyhealth seeks a Patient (Customer) Experience Specialist to enhance the patient journey and support service recovery. This role focuses on intake, investigation, and timely responses to complaints using RL Solutions and CipherHealth tools, while coordinating with care teams to improve satisfaction.

Ideal candidates have strong communication and conflict-resolution skills, with the ability to analyze survey data and report on patient experiences.