Patient Experience & Service Recovery Specialist

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

Benefits offered by this job

Medical, Dental, Vision

Life & Disability Insurance

FSA/HSA Options

Paid time off

Parental and caregiver leave

Tuition assistance

Job summary

Mercyhealth is seeking a Patient (Customer) Experience Specialist to enhance the patient and family healthcare experience. This role focuses on managing complaints, service recovery, and coordinating with nursing and support teams to improve processes.

The position requires strong communication and conflict resolution skills, with hours Monday–Friday, 40 hours per week, dayshift, on site at Mercyhealth facilities in Wisconsin.

Qualifications

• Strong interpersonal and communication skills.
• Ability to read and interpret safety rules and procedures.
• Ability to write routine reports and correspondence.

Responsibilities

• Intake and manage complaint and grievance processes using RL Solutions.
• Manage survey processes and reporting functions.
• Navigate Mercyhealth EMR systems for patient data.
• Provide proactive patient experience rounds and service recovery.
• Coordinate with leadership to identify process improvements.
• Document incidents and complete required reports.

Skills

Interpersonal communication

Conflict resolution

Verbal communication

Written communication

Documentation literacy

Critical thinking

Education

High school diploma or equivalent

Job description

Mercyhealth is seeking a Patient (Customer) Experience Specialist to enhance the patient and family healthcare experience. This role focuses on managing complaints, service recovery, and coordinating with nursing and support teams to improve processes.

The position requires strong communication and conflict resolution skills, with hours Monday–Friday, 40 hours per week, dayshift, on site at Mercyhealth facilities in Wisconsin.