Patient Experience Specialist- Hansen - Green Bay, WI

Patient Experience Specialist

Come work where we specialize in you! We have nearly 2,000 reasons for you to consider a career with Prevea Health-they're our employees. We're an organization that values kindness, responsibility, inclusivity, wellness and inspiration. At Prevea, we provide continuous education, training and support so every member of the team contributes to our success. Together we are the best place to get care and the best place to give care.

Job Summary
The Patient Experience Specialist supports the development and execution of Prevea's service excellence program focused on patient retention and growth. Through direct collaboration with clinical teams, front desk staff, and providers, this role advances service standards and behaviors essential to delivering an exceptional patient experience. The specialist monitors patient feedback data, conducts real-time coaching and observations, and identifies opportunities for service recovery and process improvement. Through partnerships across Prevea, the Patient Experience Specialist promotes a culture of service excellence through education, communication, and continuous engagement efforts.

What you will do

• Supports the execution of patient experience initiatives through direct collaboration with clinical teams, front desk staff, and providers, ensuring alignment with organizational goals and standards.
• Monitors patient experience feedback data from Qualtrics, Epic, and IRIS, identifies trends, and escalates insights or concerns to the Patient Experience Manager.
• Conducts individual coaching and observations for staff and providers, offering real-time feedback and actionable guidance to improve patient interactions.
• Assists in identifying service recovery opportunities and implements solutions in collaboration with care teams to resolve patient concerns quickly and effectively.
• Coordinates and assists in facilitating patient experience training for new employees, as well as ongoing education for staff and providers.
• Supports communication of patient experience initiatives and best practices across departments through meetings, huddles, and written materials.
• Partners with Human Resources, Clinical Directors, and Quality on initiatives designed to improve employee engagement and patient satisfaction.
• Performs other duties as assigned, including administrative support for patient experience programs, data tracking, and participation in quality improvement efforts.

Education Qualifications

• Associate's Degree Healthcare Administration, Business, Communication, or a related field Required
• Bachelor's Degree Healthcare Administration, Business, Communication, or a related field Preferred

Experience Qualifications

• 1-3 years Healthcare setting, customer service, or patient relations Preferred

Skills and Abilities

• Capable of supporting strategy and implementation of process change.
• Ability to form professional relationships with all stakeholders.
• Ability to prioritize work and meet changing demands. Effective project management and organization skills.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Knowledge of appropriate regulatory compliance topics
• Build and foster high-performing, collaborative teams by creating a culture of trust, open communication, and mutual respect.
• Capable of translating complex data into clear, actionable recommendations for stakeholders.
• Excellent oral and written communication skills, including public speaking skills.

Physical Demands

• Sit - Frequently
• Stand - Occasionally
• Walk - Occasionally
• Drive - Rarely
• Climb (Stairs/Ladders) - Rarely
• Bend (Neck) - Frequently
• Gross Manipulation (Hands/Arms) - Constantly
• Squat - Rarely
• Twist/Turn (Neck) - Occasionally
• Twist/Turn(Waist) - Occasionally
• Lift/Carry 0-10 lbs. - Rarely
• Lift/Carry 11-25 lbs. - Rarely
• Lift/Carry 26-35 lbs. - Rarely
• Push/Pull up to 10 lbs. - Rarely
• Push/Pull 11-25 lbs. - Rarely
• Push/Pull 26-35 lbs. - Rarely
• Reach (Above shoulder level) - Rarely
• Reach (Below shoulder level) - Constantly
• Simple Grasping (Hands/Arms) - Constantly
• Fine Manipulation (Hands/Arms) - Constantly
• Gross Manipulation (Hands/Arms) - Constantly

Working Conditions

• Noise - Occasionally

Hearing Requirements

• Hears Whispers < 3 feet - Constantly
• Hears Whispers 3-8 feet - Constantly

Vision Requirements

• Color Discrimination - Constantly
• Near Vision (Correctable to Jaeger 2 or 20/40 binocular) - Constantly
• Distance Vision (Correctable to Snellen chart 20/40 binocular) - Constantly

Prevea is an Equal Employment Opportunity/Affirmative Action employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United State and to complete the required employment eligibility document form upon hire. Prevea participates in E-verify. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify