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)
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
Education
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.
Our Mercy health system was founded by the Sisters of Mercy in 1986. But our heritage goes back more than 185 years. It began with an Irish woman named Catherine McAuley, who wanted to help the poor women and children of Dublin. Though Catherine had a modest upbringing, she received an unexpected inheritance that allowed her to fulfill her dreams. In 1827, she opened the first House of Mercy in Dublin, intending to teach skills to poor women and educate children. Many volunteers came to help. A few years later, Catherine founded the Sisters of Mercy, the first religious order not bound to the rules of the cloister, whose Sisters were free to walk among the poor and visit them in their homes. By the time Catherine died in 1841, there were convents in Ireland and England, and in 1843, the Sisters of Mercy came to the United States. In 1871, they traveled to St. Louis and from there throughout the Midwest, beginning what would, today be known as Mercy.
Mercy, named one of the top five large U.S. health systems in 2018, 2017 and 2016 by IBM Watson Health, serves millions annually. Mercy includes more than 40 acute care and specialty (heart, children’s, orthopedic and rehab) hospitals, 800 physician practices and outpatient facilities, 44,000 co-workers and 2,100 Mercy Clinic physicians in Arkansas, Kansas, Missouri and Oklahoma. Mercy also has clinics, outpatient services and outreach ministries in Arkansas, Louisiana, Mississippi and Texas. In addition, Mercy's IT division, Mercy Technology Services, supply chain organization, ROi, and Mercy Virtual commercially serve providers and patients in more than 20 states coast to coast.