Patient Experience Consultant, Patient and Family Advisor Program

UW Health; Madison (WI); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health and dental insurance

Paid time off

Parental leave and adoption assistance

Tuition benefits

Referral bonus

Flexible scheduling

Job summary

UW Health in Madison, WI seeks a Patient Experience Consultant to support the Patient & Family Advisor Program. You will connect Patient Experience, staff, and PFAs to ensure strong engagement and effective program operations.

Primary responsibilities include coordinating PFA recruitment, onboarding, and ongoing engagement, supporting advisor participation, and helping staff partner with PFAs to gather patient perspectives for improvement initiatives.

Qualifications

• Bachelor's Degree required in business administration, health care, or related field.
• Master's Degree preferred.
• Minimum 2 years healthcare experience with patient experience focus.

Responsibilities

• Build and maintain strong, collaborative relationships with PFAs, staff co-chairs, and partners to support patient and family engagement.
• Coordinate day-to-day operations of the PFA Program, ensuring communication and follow-through.
• Coordinate PFA recruitment, onboarding, and ongoing engagement to support advisor community.
• Serve as primary resource for staff seeking to partner with PFAs and identify engagement opportunities.
• Coordinate and manage virtual advising, connecting teams with PFAs for timely perspectives on programs and improvements.
• Maintain the PFA database and program records for accuracy.
• Support Patient & Family Advisory Councils and other engagement structures.
• Monitor participation and identify opportunities to strengthen engagement and improve processes.
• Assist in developing tools, resources, and processes to enable staff and PFAs to partner in improvement work.
• Support broader Patient Experience initiatives, including reporting, data analysis, trends, and insights.

Skills

Patient experience

Process improvement

Healthcare operations

Stakeholder coordination

Education

Bachelor's Degree in business administration/healthcare or related field

Master's Degree in Business Administration/Healthcare Administration/Nursing/Industrial Engineering or related

Job description

Work Schedule:

100%, day shift working Monday – Friday, 8:00 am – 5:00 pm. This is a hybrid position with a homebase at 7974 UW Health Court, Middleton, WI, but may need to cover other UW Health hospital sites. You will work a minimum of one day per month on-site but up to five days on-site per month based on the needs of the department.

Be part of something remarkable

This Patient Experience Consultant position will have a primary focus on supporting the Patient & Family Advisor (PFA) Program. The consultant will serve as a key point of connection between Patient Experience, internal staff and providers, and Patient & Family Advisors, ensuring strong relationships, effective program operations, and meaningful integration of the patient and family voice across the organization.

Key responsibilities will include:

• - Build and maintain strong, collaborative relationships with Patient & Family Advisors (PFAs), staff co-chairs, and organizational partners to support meaningful and effective patient and family engagement.
• - Coordinate the day-to-day operations of the Patient & Family Advisor Program, ensuring consistent communication, coordination, and follow-through across advising activities.
• - Coordinate PFA recruitment, onboarding, and ongoing engagement to support a diverse, prepared, and engaged advisor community.
• - Serve as a primary resource for staff seeking to partner with PFAs, helping identify appropriate opportunities for engagement and supporting successful advisor participation.
• - Coordinate and manage virtual advising opportunities, connecting organizational teams with PFAs to gather timely patient and family perspectives on programs, materials, processes, and improvement initiatives.
• - Maintain the PFA database and program records, ensuring advisor information, participation, interests, and engagement activities are accurate and current.
• - Partner with staff co-chairs and other stakeholders to support Patient & Family Advisory Councils and other formal patient and family engagement structures.
• - Monitor PFA participation and program activity to identify opportunities to strengthen advisor engagement, expand participation, and improve program processes.
• - Support the development of tools, resources, communications, and processes that make it easier for staff and PFAs to effectively partner in improvement work.
• - As capacity allows, support broader Patient Experience initiatives, including Patient Experience reporting, data analysis, identification of trends and opportunities, and development of insights to inform improvement efforts.

At UW Health, you will have:

• - An excellent benefits package, including health and dental insurance, paid time off, retirement plans, two-week paid parental leave and adoption assistance.
• - Full time benefits for part time work (for positions 60% FTE and higher).
• - Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance.
• - Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being.
• - Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement.
• - The opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions.

Qualifications

• - Bachelor's Degree in business administration, health care, or related field Required
• - Master's Degree in Business Administration, Health Care Administration, Nursing, Industrial Engineering, or other health related field Preferred

Work Experience

• - 2 years of healthcare experience with at least one (1) year of patient experience focus Required
• - 1 year of experience performing process improvement/coaching, patient/customer relations, or management experience Required
• - 5 years of patient experience focused work a large health care environment Preferred
• - 2 years of experience working with volunteer programming Preferred

Our Commitment to Social Impact and Belonging

UW Health is committed to fostering a workplace that creates belonging for everyone and is an Equal Employment Opportunity (EEO) employer. Our respect for people shines through patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. It is the policy of UW Health to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

UW Health Administrative Facilities - UW Health has administrative locations throughout Madison and beyond where thousands of employees provide vital support to our clinical areas. These locations are home to departments such as Access Services, Compliance, Human Resources, Information Services, Patient Medical Records, Payroll and many others.

Job Description

UW Hospital and Clinics benefits