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.
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
Previous experience in customer service, healthcare, or patient-facing roles preferred
Education
High school diploma or GED
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.
At Mercy, care is more than a job - it’s a calling.
Every day, our caregivers bring compassion, skill and purpose to the communities we serve across Arkansas, Kansas, Missouri and Oklahoma. Whether you're building your career at the bedside, in a clinic or supporting care behind the scenes, you’ll find meaningful ways to make an impact - while growing in a way that’s uniquely yours.
As a physician-led, integrated health system with more than 50 hospitals and nearly 1,000 care sites, Mercy combines advanced technology, collaboration and a shared commitment to better care.
Rooted in a faith-based mission and inspired by the legacy of the Sisters of Mercy, our work is guided by a deep sense of purpose - to care for the whole person and serve our communities with compassion and dignity.
Here, you’ll find an environment where you’re supported to grow, connected to a team that cares and empowered to do your best work.
Because at Mercy, there are many paths - but one calling.
