Patient Services Representative

Patient Experience Improvement Specialist

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

WI-SSM Health St. Mary's Hospital - Madison

Worker Type: Regular

Job Highlights: Join a team dedicated to elevating the patient experience by turning challenges into opportunities for trust and connection. In this impactful role, you'll partner with patients, families, and care teams to resolve concerns, enhance satisfaction, and drive meaningful improvements that support exceptional, patient-centered care.

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.

The ideal candidate brings a strong regulatory background combined with analytical expertise and coaching capabilities, enabling them to provide strategic recommendations, drive interventions, and support performance improvement. This individual should be a self-starter with a confident executive presence and the ability to operate independently while influencing stakeholders.

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 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

Benefits: SSM Health values our exceptional employees by offering a comprehensive benefits package to fit their needs.

• Paid Parental Leave: we offer eligible team members one week of paid parental leave for newborns or newly adopted children (pro-rated based on FTE).
• Flexible Payment Options: our voluntary benefit offered through DailyPay offers eligible hourly team members instant access to their earned, unpaid base pay(fees may apply)before payday.
• Upfront Tuition Coverage: we provide upfront tuition coverage through FlexPath Funded for eligible team members.