Southern Illinois University School of Medicine
Patient Experience Nurse - (Licensed Practical Nurse II) (U)
Southern Illinois University School of Medicine, Springfield, Illinois, us, 62777
Salary :
$3,499.03 - $3,849.75 Monthly Location :
Springfield, IL Job Type:
Civil Service Job Number:
2401212 Department:
SIU HealthCare Core-SMS Division:
Administration Opening Date:
09/05/2025 FLSA:
Non-Exempt Bargaining Unit:
AFSCME Local 370 Shift:
Days ExemptorNon_Exempt:
Non-Exempt
Description 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.
Examples of Duties
Administration 100%
Receives and documents patient complaints, concerns, and compliments received via phone call, email, or internal referral:
Serves as the first point of contact for patients and patient representatives reporting concerns. Listens actively and empathetically to callers, obtains relevant details, and asks clarifying questions to ensure a complete understanding of the issue. Enters all relevant information into the event reporting system, ensuring accuracy, neutrality, and timeliness in documentation. Applies professional discretion in recognizing situations requiring urgent escalation or safety review. Provides callers with general information regarding the complaint process and expected timelines.
Coordinates complaint routing and follow-up with internal stakeholders:
Reviews event reports to ensure appropriate classification and departmental assignment. Collaborates with charge nurses, clinic administrators, department heads, etc. to ensure timely investigation and response. Tracks the status of open complaints and communicates updates to the Patient Experience Manager. Follows up with internal departments when response deadlines are approaching or missed.
Provides service recovery support and coordination:
When appropriate, contacts patients or families on behalf of the Patient Experience Team to acknowledge concerns and explain follow-up steps. Works with the scheduling center, front desk staff, or clinical departments to coordinate resolution (e.g., appointment changes, clarification of instructions, follow-up calls). Ensures that communication is timely, respectful, and aligned with SIU Medicine's standards for customer service.
Provides administrative support to the Patient Experience Team:
Assists with drafting and mailing letters related to complaints or general correspondence. Helps maintain logs, databases, and filing systems related to patient experience functions. May support department projects or initiatives, including training logistics, resource organization, and supply coordination. Attends team meetings and takes meeting notes when needed.
Participa
tes in training, meetings, and special assignments:
Engages in continuing education and training on complaint management, service excellence, and conflict resolution. Assists with project development or shadowing activities related to process improvement.
Performs other duties as assigned by the Patient Experience Manager in support of team and organizational goals.
Qualifications 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.
Supplemental Information If you require assistance, please contact the Office of Human Resources at or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.
The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education,
patient care,
research and service to the community.
The SIU School of Medicine Annual Security Report is available online at This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the "Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."
Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.
Pre-employment background screenings required. Paid time off: Includes 12 paid holidays per year. Accrual rates vary based on employment type and years of service
Paid sick time: Use for personal illness, doctor visits, or if your immediate family members fall ill
Health, Dental, and Life insurance
Optional life insurance: Your spouse and dependents can enroll in State term life and university-sponsored term life insurance.
Prescription: Plan participants enrolled in any state health plan have prescription drug benefits included in the coverage.
Long-term Disability Insurance
Flexible spending accounts: Optional, IRS tax-favored program that enables you to stretch medical expenses and dependent care dollars
Voluntary retirement accounts: Optional plans include the State of Illinois Deferred Compensation Plan (457) and Tax Deferred Annuity (403b).
Tuition Waiver/Tuition Reimbursement: Continue your graduate or undergraduate education with the help of tuition waivers or tuition reimbursement
Leaves of absence: Includes FMLA and Extended Sick Leave Benefits for qualified employees
Employee Assistance Program: Access free and confidential support, including counseling services, and information during difficult times
For more information please visit
$3,499.03 - $3,849.75 Monthly Location :
Springfield, IL Job Type:
Civil Service Job Number:
2401212 Department:
SIU HealthCare Core-SMS Division:
Administration Opening Date:
09/05/2025 FLSA:
Non-Exempt Bargaining Unit:
AFSCME Local 370 Shift:
Days ExemptorNon_Exempt:
Non-Exempt
Description 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.
Examples of Duties
Administration 100%
Receives and documents patient complaints, concerns, and compliments received via phone call, email, or internal referral:
Serves as the first point of contact for patients and patient representatives reporting concerns. Listens actively and empathetically to callers, obtains relevant details, and asks clarifying questions to ensure a complete understanding of the issue. Enters all relevant information into the event reporting system, ensuring accuracy, neutrality, and timeliness in documentation. Applies professional discretion in recognizing situations requiring urgent escalation or safety review. Provides callers with general information regarding the complaint process and expected timelines.
Coordinates complaint routing and follow-up with internal stakeholders:
Reviews event reports to ensure appropriate classification and departmental assignment. Collaborates with charge nurses, clinic administrators, department heads, etc. to ensure timely investigation and response. Tracks the status of open complaints and communicates updates to the Patient Experience Manager. Follows up with internal departments when response deadlines are approaching or missed.
Provides service recovery support and coordination:
When appropriate, contacts patients or families on behalf of the Patient Experience Team to acknowledge concerns and explain follow-up steps. Works with the scheduling center, front desk staff, or clinical departments to coordinate resolution (e.g., appointment changes, clarification of instructions, follow-up calls). Ensures that communication is timely, respectful, and aligned with SIU Medicine's standards for customer service.
Provides administrative support to the Patient Experience Team:
Assists with drafting and mailing letters related to complaints or general correspondence. Helps maintain logs, databases, and filing systems related to patient experience functions. May support department projects or initiatives, including training logistics, resource organization, and supply coordination. Attends team meetings and takes meeting notes when needed.
Participa
tes in training, meetings, and special assignments:
Engages in continuing education and training on complaint management, service excellence, and conflict resolution. Assists with project development or shadowing activities related to process improvement.
Performs other duties as assigned by the Patient Experience Manager in support of team and organizational goals.
Qualifications 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.
Supplemental Information If you require assistance, please contact the Office of Human Resources at or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.
The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education,
patient care,
research and service to the community.
The SIU School of Medicine Annual Security Report is available online at This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the "Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."
Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.
Pre-employment background screenings required. Paid time off: Includes 12 paid holidays per year. Accrual rates vary based on employment type and years of service
Paid sick time: Use for personal illness, doctor visits, or if your immediate family members fall ill
Health, Dental, and Life insurance
Optional life insurance: Your spouse and dependents can enroll in State term life and university-sponsored term life insurance.
Prescription: Plan participants enrolled in any state health plan have prescription drug benefits included in the coverage.
Long-term Disability Insurance
Flexible spending accounts: Optional, IRS tax-favored program that enables you to stretch medical expenses and dependent care dollars
Voluntary retirement accounts: Optional plans include the State of Illinois Deferred Compensation Plan (457) and Tax Deferred Annuity (403b).
Tuition Waiver/Tuition Reimbursement: Continue your graduate or undergraduate education with the help of tuition waivers or tuition reimbursement
Leaves of absence: Includes FMLA and Extended Sick Leave Benefits for qualified employees
Employee Assistance Program: Access free and confidential support, including counseling services, and information during difficult times
For more information please visit