Customer Services Liaison-Outpatient CV Svcs
 Carle Health | |
$17.46 - $28.29 / hr
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 United States, Illinois, Peoria | |
 Apr 22, 2026 | |
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Overview
The Customer Service Liaison (CSL) is a non-clinical member of the team responsible for performing various integral activities and assisting the Outpatient Services leadership in meeting building, departmental, and organizational objectives. The CSL assists with the overall coordination, planning, development, and implementation of assigned projects and is responsible, in partnership, for promoting and maintaining a high-level customer experience for all patients and families who receive care within the cardiovascular outpatient service line. Qualifications Certifications: Driver's License - Illinois Secretary of State (ILSOS), Education: , Work Experience: Ambulatory clinical Responsibilities Acts as a liaison between patients, providers, clinic staff, and leadership to promote a positive, coordinated patient experience. Partners with leadership to support patient experience metrics, survey readiness, and continuous improvement efforts across the clinic. Supports service excellence initiatives aligned with organizational values, patient experience standards, and regulatory requirements. General upkeep of lobby areas; such as stocking pamphlets, alerting staff of low supplies, and sorting USP mail that comes into the building Prioritizes and organizes own work based on collaboration with the leadership team. Participates in patient experience committees, improvement projects, and staff education related to service and communication best practices. Collaborates with clinical and operational teams to identify trends in patient experience data and recommend improvement strategies. Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback. Receives, investigates, and facilitates resolution of patient complaints and grievances in collaboration with clinic leadership and appropriate departments. Collaborates with providers on patient experience scores and coordinates coaching or support if needed. Other duties as assigned by clinic leadership. Updates Performance Improvement (PI) boards as appropriate to reflect patient experience initiatives, progress, and outcomes. Resolves customer concerns, questions, and complaints by identifying problems and coordinating appropriate course of action. Reports situation and resolution to supervisor. Proactively rounds in clinic areas to identify patient needs, barriers to care, or opportunities to improve service and communication. Assists with environmental surveys and audits to support DNV compliance and patient-centered standards of care. About Us Find it here. Discover the job, the career, the purpose you were meant for. At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health. Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We've grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We're developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world's first engineering-based medical school, and Methodist College. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com. Compensation and Benefits The compensation range for this position is $17.46per hour - $28.29per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate's experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits. | |