Patient Experience & Service Recovery Advisor

SSM Health; Waupun (WI); Hybrid; USD 75,000 - 95,000; Full time

Job summary

SSM Health in Wisconsin seeks a Patient Experience & Service Recovery Advisor to champion exceptional care by analyzing feedback, coaching teams, and guiding improvement initiatives across the system. You will partner with leaders to manage complaints, drive service recovery best practices, and promote a culture where patients feel heard and valued.

This hybrid role requires at least three days onsite weekly, with occasional travel to other Wisconsin ministries, and a strong focus on

Qualifications

• Five years of experience in relevant healthcare or patient experience roles.
• Strong communication and coaching skills.
• Ability to analyze patient experience data and drive improvements.

Responsibilities

• Analyze patient experience data and coach teams to improve scores.
• Collaborate with leaders and staff to implement service recovery initiatives.
• Develop programs and training to improve patient experience and satisfaction.
• Manage complaint and grievance resolution with timely escalation and compassion.
• Build reporting paths to keep partners informed of improvement initiatives.

Skills

Coaching

Customer service

Data analysis

Education

Associate's degree or equivalent

Job description

It's more than a career, it's a calling.

WI-Waupun Memorial Hospital

Worker Type:

Regular

Job Highlights:

Join a team where your work matters, every moment, every patient, every community. At SSM Health, you'll be empowered to drive meaningful impact through collaboration, innovation, and service excellence.

As a Patient Experience & Service Recovery Advisor you'll be a champion for patients and families, helping ensure every interaction reflects our commitment to exceptional care and compassion. In this highly visible role, you'll partner with leaders and care teams to resolve patient concerns, analyze experience trends, promote service recovery best practices, and drive initiatives that enhance patient satisfaction and trust. You'll leverage data, coaching, and collaboration to identify opportunities for improvement, influence positive change, and help create an environment where every patient feels heard, respected, and valued. If you're passionate about customer service, relationship building, problem-solving, and improving the healthcare experience, this is your opportunity to make a lasting impact across the organization.

This is a hybrid position based in Wisconsin, requiring a minimum of three days onsite each week, with flexibility for additional in-person time as needed. The role will also involve occasional travel to other Wisconsin ministries.

Job Summary:

Enhances the patient and customer experience by analyzing feedback, coaching teams and guiding improvement initiatives through development of effective and consistent implementation of customer service strategic initiatives across the system. Partners with leaders and frontline staff in identification of customer service-related performance improvement strategies and management of complaint and grievance resolution with compassion and timeliness, ensuring appropriate escalation of issues. Builds effective communication pathways to support continuous improvement across the organization.

Job Responsibilities and Requirements:

Primary Responsibilities

• Provides analysis, education and coaching needed to build improved exceptional patient experiences.
• Collaborates and coaches select areas and/or departments involving senior leadership, department managers and frontline staff to develop and implement strategies to improve the patient experience as measured by patient experience surveying.
• Utilizes specialized knowledge and metrics related to patient experience surveys as well as patient and physician experience scores, assists in the development of programs and services designed to improve scores by initiating strategic training, coaching and tactics.
• Accountable for analyzing and utilizing patient experience score/ feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience.
• Builds reporting mechanisms and paths of communication to advise and engage key partners in identifying, developing and implementing targeted improvement initiatives.
• Builds relationships and fosters open communication to facilitate coaching. Develops in-services, delivers and facilitates educational programs, targeted coaching/training and facilitates coaching related to the utilization of the patient experience survey reporting system, customer service trends, and other methodologies to improve the patient experience.
• Promotes patient and customer satisfaction by facilitating resolution of complaints and grievances in a timely, respectful and compassionate manner consistent with applicable licensing, regulatory and/or accreditation requirements, as well as organizational policies and procedures. Employs exceptional oral and written responses to patient and customer complaints and grievances.
• Enhances the customer experience by identifying and providing prompt patient experience and recovery referrals referrals to appropriate stakeholders to allow sufficient time for investigation and resolution with defined timeframes. Provides timely referrals of defined issues to responsible parties. Serves as a liaison and consultant to committees, senior leadership, ministry leaders, and teams to coach on service excellence improvement opportunities.
• Works in a constant state of alertness and safe manner.
• Performs other duties as assigned.

Education

• Associate's degree or equivalent years of experience and education

Experience

• Five years' experience

Physical Requirements

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
• Frequent keyboard use/data entry.
• Occasional bending, stooping, kneeling, squatting, twisting and gripping.
• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
• Rare climbing.

Required Professional License And/Or Certifications

• None

Department

8745000033 Patient Experience

Work Shift

Day Shift (United States of America)

Scheduled Weekly Hours

40

SSM Health is an Equal Opportunity Employer. SSM Health provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, pregnancy, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.