Patient Experience Associate

Find your calling at Mercy!

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.

Position Details:

Mercy South

10010 Kennerly Road

St. Louis, MO 63128

Full Time, Days (40 hours/week)

Monday-Friday, 8:30a-5p or similar

Key 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

Qualifications

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

Experience

• Previous experience in customer service, healthcare, or patient-facing roles preferred

Education

• High school diploma or GED

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

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.