Patient Experience & Service Recovery Specialist

Mercy-Health-System-Corporation

Freeport (IL)

On-site

USD 23,000 - 34,000

Full time

4 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

FSA/HSA options

Paid time off

Parental leave

Tuition reimbursement

Employee discounts

Well-being programs

Job summary

Mercyhealth is seeking a Patient (Customer) Experience Specialist to enhance patient and family experiences across service lines. The role focuses on complaint intake, investigation, resolution, and proactive rounds to improve satisfaction.

Strong communication and conflict-resolution skills are essential to foster teamwork and trust throughout the patient journey. The position requires proficiency with EMR and CipherHealth rounding tools, plus the ability to document events and deliver

Qualifications

High school diploma or equivalent; customer service experience preferred.
Excellent oral and written communication required.
Ability to use RL Solutions for intake, investigation and case handling.
Ability to perform data entry and generate routine reports.
Ability to manage conflicts and perform service recovery with professionalism.

Responsibilities

Intake and facilitate complaint and grievance management using RL Solutions.
Manage survey processes and report functions.
Conduct proactive patient experience rounds.
Communicate with patients via phone or in person for proactive or reactive service recovery.
Identify patient needs and coordinate with stakeholders to resolve discrepancies.
Provide coaching on service excellence and Critical Moments of Service standards.
Assist leadership in identifying process improvements.