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PATIENT EXPERIENCE LIAISON (849D)
Full-time
Decatur, IL, USA
USD 25.72-39.86 / hour
Posted on Oct 12, 2026
Posted 16 days ago
Tracking Code JR100516
Position Summary
Full time
$25.72 - $39.86
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.
Highlights & Benefits
- Paid Time Off (PTO)
- Memorial Childcare
- Mental Health Services
- Growth Opportunities
- Continuing Education
- Local and National Discounts
- Pet Insurance
- Medical, Dental, Vision
- Flexible Spending Account
- 401(k)
- Life Insurance and Voluntary Benefits
- Employee Assistance Program and Colleague Wellness
- Adoption Assistance
Required Experience
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.
Decatur, IL
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