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PATIENT EXPERIENCE LIAISON (849D)

Memorial Health · Decatur, IL · $25.72–$39.86 an hour · Full time

Posted Sep 28, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you calmed down someone who was very angry.

What they are checking: Whether they stay calm and empathetic in high-pressure conversations, which the posting describes directly.

Tell me about a training session you led. How did you keep people engaged?

What they are checking: Whether they can facilitate customer service training that staff find useful rather than a lecture they sit through.

How do you keep from taking complaints home with you?

What they are checking: Whether they have healthy ways to handle hearing complaints all day without burning out.

What would you do

A patient tells you a nurse was rude to them last night. What happens next, step by step?

What they are checking: Whether they can take a complaint seriously, loop in the right manager and close the loop with the patient.

How do you bring a complaint to a staff member without making them defensive?

What they are checking: Whether they can share hard feedback in a way that leads to change instead of resentment from staff.

You notice the same complaint about discharge wait times keeps coming up. What do you do with that?

What they are checking: Whether they spot trends and bring them to department managers with ideas for improvement, not just a list.

A family member is demanding something the hospital cannot provide. How do you handle it?

What they are checking: Whether they can say no with compassion and offer real alternatives so the family still feels heard.

About the work

Walk me through how you round on patients so they actually tell you what is bothering them.

What they are checking: Whether they know how to ask open questions and listen, since polite rounding often hides real complaints.

What do you know about the hospital grievance process and its required timeframes?

What they are checking: Whether they understand that formal grievances carry regulatory deadlines that must be met and documented.

How do you document a patient interaction so it is fair to both the patient and the staff involved?

What they are checking: Whether they write objective records that hold up if a complaint becomes a formal grievance later.

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The full job description

As published by Memorial Health.

Focused on the Future of Care We're looking for talented, passionate healthcare professionals to join the team at Memorial Health as we build the future of healthcare. If you're ready to be part of a transformative organization that puts people first, take a look at what we have to offer. Position Type: On-site Job Description Summary: Conducts daily rounding with patients to facilitate proactive listening with the patients. Facilitates communication in an environment that can sometimes be high pressure, when patient files a complaint. Reports complaint to staff involved and department manager. Works as liaison with patient and staff to resolve the issues surrounding the customer’s complaint. Follows up with communication to close loop with all involved and documents interaction. Meets with Department Managers regularly to share trends of complaints and develop action plans for improvement opportunities. Facilitates Customer Service training sessions. Coordinates and presents Customer Service skills training. Assists department manager to plan, implement and maintain effective practices. Successfully complete the grievance process within the required timeframe. Job Description: Education: · High school diploma or equivalent required. · Associate Degree preferred. Licensure/Certification/Registry: · N/A Experience: · Minimum of 3 years’ experience in hospital, customer service or related field required. · Supervisory, lead and/or training experience preferred. Other Knowledge/Skills/Abilities: · Excellent verbal skills required to be able to interact with patients and all levels of staff, including Physician, Leaders, Nursing staff and others. · Excellent written skills required to be able to complete the required documentation and write well-crafted letters for each grievance. · Aptitude to work with all patients, independently in changing environment, including high-pressure, sensitive situations. · Shows compassion and listens to patient’s perspective while remaining calm and neutral. · Ability to conduct self in manner consistent with the warm and caring image of Memorial Medical Center. Pay Transparency $25.72 - $39.86 Additional compensation in the form(s) of participation in our annual incentive program are dependent on role. Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Memorial Health also offers a comprehensive benefits plan, which includes paid time off, 401(k) match, and health/ dental/ vision insurance options. All benefits can be found at https://jobs.memorial.health/about/benefits/ If you require a reasonable accommodation to complete this application or participate in the hiring process, please contact askHR@mhsil.com . Requests will be handled confidentially.

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