Patient Experience & Service Recovery Specialist

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

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