Patient Experience Specialist - Capital Region Medical Center
About The Position
MU Health Care is looking for a compassionate, empathetic, and service-driven individual to join our Gold Team as a Patient Experience Specialist. If you thrive on making meaningful connections, navigating complex situations with grace, and creating positive, lasting impressions for patients and their families, this is your opportunity to shine. We value individuals who are natural problem-solvers, passionate about elevating the patient experience, and committed to improving every interaction. At MU Health Care, you’ll be part of a supportive, dynamic team that leads with heart and aims to make a difference in every encounter. This role is perfect for someone who brings both warmth and professionalism—and is ready to champion patient voices with empathy and integrity. Join us and help shape a culture where people feel seen, heard, and truly cared for.
Requirements
- Bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired.
- Three (3) years of experience working with the public.
Nice To Haves
- Experience in customer service or client service roles.
- Health care experience.
- Additional license/certification requirements as determined by the hiring department.
Responsibilities
- Serve as an official liaison for the patient and family in the mediation and resolution of complaints and grievances. Lead these processes for MU Health Care, abiding by all patient rights and responsibilities, accreditation standards, and regulations by the Centers for Medicare and Medicaid. Coordinate the investigation, as well as the formal communication to the patient.
- Manage all patient comments, collected from channels other than patient surveys, using the Patient Safety Network when appropriate to coordinate and distribute information and generate responses.
- Serve as an expert resource of MU Health Care services, locations, and information for patients and family members.
- Round on public areas and units in hospitals and clinics, promoting positive relationships with patients and family members and ensuring the physical environments meet high standards.
- Participate in and develop customer service and conflict resolution training for hospital and clinic staff.
- Identify, lead, and participate in performance improvement projects that enrich interactions, simplify access, and ease the frustrations of patients and family members.
- May complete unit/department specific duties as outlined in department documents.
Benefits
- Health, vision and dental insurance coverage starting day one
- Generous paid leave and paid time off, including ten holidays
- Multiple retirement options, including 100% matching up to 8% and full vesting in three years
- Tuition assistance for employees (75%) and immediate family members (50%)
- Discounts on cell phone plans, rental cars, gyms, hotels and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
