Patient Experience Associate

Mercy South
10010 Kennerly Road
St. Louis, MO 63128
Full Time, Days (40 hours/week)

About the role

The Patient Experience Associate plays a vital role in supporting continuity of care and delivering exceptional patient experiences. This role proactively contacts patients within 48 hours of hospital discharge to ensure a safe transition home, reinforce understanding of discharge instructions, and address questions or concerns related to their hospitalization. Through compassionate outreach, the Associate promotes patient engagement, identifies opportunities for service recovery, and encourages participation in patient experience surveys to support ongoing quality improvement.

Responsibilities

• Post-Discharge Follow-Up
  • Contact discharged patients within 48 hours to assess their transition home
  • Verify receipt and understanding of discharge instructions
  • Identify potential barriers to recovery and escalate concerns as appropriate
• Care Coordination & Resource Navigation
  • Provide contact information for primary care providers and outpatient services
  • Assist patients in locating providers using Mercy physician finder resources
  • Guide patients to relevant discharge information via After Visit Summary or MyMercy
• Patient Advocacy & Education
  • Educate patients on available resources to support recovery and prevent readmissions
  • Reinforce understanding of follow-up care and next steps
  • Serve as a patient advocate by addressing concerns and facilitating connections to additional support
• Service Recovery
  • Proactively identify and address service-related concerns from the hospital stay
  • Escalate issues appropriately to ensure timely resolution and follow-up
• Survey Engagement
  • Educate patients on the importance of Patient Experience Surveys
  • Encourage survey participation to support process improvement and caregiver recognition

Requirements

• High school diploma or GED
• Previous experience in customer service, healthcare, or patient-facing roles preferred

Skills

• Excellent verbal communication and active listening skills
• Knowledge of medical terminology
• Proficiency with electronic health record (EHR) systems
• Strong customer service and problem-solving abilities

Benefits

From day one, Mercy offers outstanding benefits for team members working 32+ hours per pay period, including:

• Medical, dental, and vision coverage
• Paid time off
• Tuition support
• Matched retirement plans

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.

Schedule

Monday-Friday, 8:30 AM - 5:00 PM or similar