Patient Experience Nurse - (Licensed Practical Nurse II) (U) (2736.1)

The LPN II – Patient Experience Team is responsible for supporting non-clinical patient experience operations through complaint intake, documentation, coordination of follow-up, and administrative assistance. This position helps ensure patient concerns are accurately recorded, investigated, and resolved in accordance with organizational standards and regulatory guidelines.

1. Receives and documents patient complaints, concerns, and compliments received via phone call, email, or internal referral:
   1. Serves as the first point of contact for patients and patient representatives reporting concerns.
   2. Listens actively and empathetically to callers, obtains relevant details, and asks clarifying questions to ensure a complete understanding of the issue.
   3. Enters all relevant information into the event reporting system, ensuring accuracy, neutrality, and timeliness in documentation.
   4. Applies professional discretion in recognizing situations requiring urgent escalation or safety review.
   5. Provides callers with general information regarding the complaint process and expected timelines.

2. Coordinates complaint routing and follow-up with internal stakeholders:
   1. Reviews event reports to ensure appropriate classification and departmental assignment.
   2. Collaborates with charge nurses, clinic administrators, department heads, etc. to ensure timely investigation and response.
   3. Tracks the status of open complaints and communicates updates to the Patient Experience Manager.
   4. Follows up with internal departments when response deadlines are approaching or missed.
3. Provides service recovery support and coordination:
   1. When appropriate, contacts patients or families on behalf of the Patient Experience Team to acknowledge concerns and explain follow-up steps.
   2. Works with the scheduling center, front desk staff, or clinical departments to coordinate resolution (e.g., appointment changes, clarification of instructions, follow-up calls).
   3. Ensures that communication is timely, respectful, and aligned with SIU Medicine’s standards for customer service.
4. Provides administrative support to the Patient Experience Team:
   1. Assists with drafting and mailing letters related to complaints or general correspondence.
   2. Helps maintain logs, databases, and filing systems related to patient experience functions.
   3. May support department projects or initiatives, including training logistics, resource organization, and supply coordination.
   4. Attends team meetings and takes meeting notes when needed.
5. Participates in training, meetings, and special assignments:
   1. Engages in continuing education and training on complaint management, service excellence, and conflict resolution.
   2. Assists with project development or shadowing activities related to process improvement.
6. Performs other duties as assigned by the Patient Experience Manager in support of team and organizational goals.

1)  Possession of a valid license as a Licensed Practical Nurse issued by the Illinois Department of Financial and Professional Regulation, Division of Professional Regulation; AND

2)  6 months of nursing experience in a health care facility (such as a hospital, nursing home, medical clinic, prison, mental health facility, or closely related facilities)

Condition of Employment:  Pursuant to the State Universities Civil Service System, an out-of-state resident who is hired into this position must establish Illinois residency within 180 calendar days of their start date.