Consumer Patient Experience Specialist

Location: Murfreesboro, TN | Facility: Ascension Saint Thomas Rutherford | Department: Patient Experience | Schedule: Full-time, Days

About the Role

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care, and connection. We empower our 97,000+ 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.

Responsibilities

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

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; 3 years of consumer or patient experience preferred.

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