Consumer & Patient Experience Specialist

Your Future Role At A Glance

Location: Murfreesboro, TN

Facility: Ascension Saint Thomas Midtown

Department: Patient Experience

Schedule: Full time | Days

Life At Ascension: Where Purpose Meets Opportunity

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.

Benefits That Help You Thrive

• 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

Benefit options and eligibility vary by position, scheduled hours and location. Benefits are subject to change at any time. Your recruiter will provide the most up-to-date details during the hiring process.

How You'll Make An Impact In This Role

• 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.

What Minimum Requirements You'll Need

Education:

• 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.

What Additional Preferences We're Seeking

• 1 year of consumer or patient experience required, 3 years of consumer or patient experience preferred

Equal employment opportunity employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Fraud prevention notice

Prospective applicants should be vigilant against fraudulent job offers and interview requests. Scammers may use sophisticated tactics to impersonate Ascension employees. To ensure your safety, please remember: Ascension will never ask for payment or to provide banking or financial information as part of the job application or hiring process. Our legitimate email communications will always come from an @ascension.org email address; do not trust other domains, and an official offer will only be extended to candidates who have completed a job application through our authorized applicant tracking system.

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Employer participates in the Electronic Employment Verification Program. Please click here for more information.