What are the responsibilities and job description for the Patient Experience Specialist position at Mercy?
Find your calling at Mercy!
Under the direction of the designated executive sponsor for patient experience, the Patient Experience Specialist is responsible for project management and facilitation in support of the implementation and sustainment of Mercys patient experience strategy and brand operating Standards within the designated care settings (i.e. hospitals, ED, clinic, urgent care and/or outpatient services).Position Details:
Mercy South
10010 Kennerly Road
St. Louis, MO 63128
Patient Experience Specialist
Full-Time, 40 hours/week
Lead implementation and sustainment of Mercy’s patient experience brand standards and strategic service initiatives, aligned with mission, values, and performance goals.
Monitor, audit, and report service performance; identify gaps and drive improvement using Lean, Mercy Performance System, and change management methodologies.
Support service recovery and grievance processes by coaching leaders, ensuring regulatory compliance, and escalating trends or unresolved concerns.
Develop and mentor leaders through coaching, onboarding, and ongoing support to strengthen service excellence and accountability.
Facilitate multidisciplinary and patient-focused forums to elevate the voice of the customer and promote collaboration, while maintaining professional growth in the patient experience field.
Minimum Qualifications:
Education: HS Diploma
Experience: 3-5 years work experience in customer-facing service industry
Other Skills & Knowledge:
Excellent communication skills including a high degree of professionalism and personal presence in both verbal and written form.
Understanding of data analysis and statistical inference techniques
Critical thinking skills, decisive judgement, ability to handle daily work with minimal supervision
Ability to handle conflict and respond in an empathetic, tolerant and flexible manner in stressful situations
Ability and comfort in producing and presenting information to various groups from executive leaders to front line coworkers
Proficient in Microsoft Office Suite, including Word, Excel and PowerPoint
Strong organizational skills, able to work on multiple projects simultaneously
Responsive to customer needs, being present to understand concerns and complete in researching root cause and solutions.
Excellent grammar, articulation and letter composition skills.
Preferred Qualifications:
Education: Bachelors degree in healthcare, business, management, hospitality or related field
Experience: 1 years experience in leadership or supervisory
Certification/Registration: Certificate in Patient Experience Leadership or Patient Advocacy
Other Skills & Knowledge:
Training in lean process improvement
Continuing education coursework in leadership development, project/change management, data analytics & presentation skills
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.