Consumer & Patient Experience Specialist

Ascension • Nashville, TN

11d • Onsite

About The Position

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 99,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you’ll find an inclusive and supportive environment where your contributions truly matter.

Requirements

• High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.
• 1 year of consumer or patient experience required

Nice To Haves

• 3 years of consumer or patient experience preferred

Responsibilities

• Serve as the local market expert, driving engagement and collaborating with leadership to turn CX metrics and trends into actionable improvement plans.
• Listen to, investigate, and resolve patient complaints and grievances, ensuring all compliance timelines are met with a compassionate approach.
• Use exceptional conflict resolution and negotiation skills to address dissatisfied consumers, triaging and escalating complex issues to the right teams for swift resolution.
• Design and facilitate patient relations training for staff while participating in cross-functional committees to elevate overall care standards.

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Other benefits: optional legal and pet insurance, transportation savings and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree