Patient Relations Specialist - Full Time

Mercy-Health-System-Corporation; Freeport (IL); On-site; USD 23,000 - 34,000; Full time

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.

Skills

Interpersonal skills

Conflict resolution

Verbal communication

Written communication

Document literacy

Report writing

Database software

Spreadsheet software

Word processing

Email software

Internet

Social media

Education

High school diploma

Tools

Database software

Spreadsheet software

Word processing

Email software

Internet

Social media

Job description

OverviewThe Patient (Customer) Experience Specialist is responsible for enhancing the healthcare experience for patients and their families. The partner is responsible for facilitating service recovery by facilitating conflict management and complaint resolution.Schedule: Monday-Friday, 40 hours/weekShift: DaysEssential Duties and ResponsibilitiesIntake and facilitate complaint and grievance management process using RL Solutions software (intake, investigation, processing, response, file maintenance)Manages survey processes and report functionsNavigation of MHS EMRKnowledge of regulatory standards for rights, ethics and patient safetyPerform proactive patient experience rounds on inpatientsCommunicating with patients via phone or face-to-face for proactive or reactive service recovery efforts while promoting teamwork and positive patient perceptions through managing up techniquesIdentifies and follows through with patient needs or requestsFollow-up with all relevant stakeholders to ensure that service discrepancies have been resolvedBe an expert in Critical Moments of Service standardsDevelops a relationship of trust with patient or familyProvides information to the patient and their families regarding hospital policy, procedures and services.Reinforces patient experience best practices and aligns patient perceptions with the successful execution of these best practicesAssist nursing and support service leadership in identifying process improvement opportunitiesProvides meaningful, real-time, service excellence coaching to Mercyhealth partnersKnowledge of industry best practices and initiatives to help departments achieve their patient satisfaction goalsComplete occurrence reports for any qualifying eventsComplete documentation as appropriate including proactive patient rounding on CipherHealth Orchid Rounding applicationEducation and ExperienceHigh school diploma or equivalent and high level of customer service experience preferred.Skills and AbilitiesStrong interpersonal/communication and conflict resolution skills.Strong verbal and written communication skills.Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to communicate with civility and tact when interacting with leadership team and customers.Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to interpret and explain percentile rank, mean, median, and statistically significant data.Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to critically think and solve problems involving several concrete variables in standardized situations.To perform this job successfully, an individual should have intermediate knowledge of Database software; Spreadsheet software and Word Processing software, Email software, Internet, and Social Media.Special Physical DemandsThe Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.PAY RANGE:$17.57 - $25.48Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.Mercyhealth offers competitive pay and a comprehensive benefits package including:Medical, Dental, VisionLife & Disability InsuranceFSA/HSA OptionsGenerous, accruing paid time offPaid Parental and caregiver leaveCareer advancement and educational opportunitiesTuition and certification reimbursementCertification ReimbursementWell-being ProgramsEmployee DiscountsOn-Demand PayFinancial EducationAnnual recognition/awards eventsPartner appreciation daysFamily entertainment/attractions discountCommunity service/improvement opportunitiesClick here for more details regarding Mercyhealth Careers Benefit Information.At Mercyhealth, we don’t simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.Mercyhealth has been nationally recognized for our commitment to our people and culture, including:#1 in the nation on AARP's Best Employers for Workers Over 50One of Working Mother magazine's 100 Best Companies for Working MothersA Top 50 Company and Top 10 Nonprofit for Executive Women