Patient Experience Advisor – Service Recovery

SSM Health

Patient experience advisor improving service recovery and satisfaction for SSM Health healthcare patients. Analyzing feedback, coaching care teams, and leading complaint-resolution initiatives.

Posted 8/11/2026full-timeSt. Louis • Montana • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing patient experience metrics and developing improvement strategies, while effectively collaborating with diverse stakeholders to enhance service excellence. Proficient in building relationships and providing education to foster exceptional patient experiences.

Highest-signal resume keywords

Patient Experience AnalysisProgram DevelopmentCoaching and EducationSAS SoftwarePower BI

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient Experience KnowledgeData AnalysisReporting MechanismsComplaint ResolutionStrategic Training Development

Soft Skills

Relationship BuildingDetail OrientedCompassionate Communication

Tools & Technologies

SAS SoftwarePower BI

Industry Keywords

Patient ExperienceService RecoveryStakeholder EngagementService ExcellenceCustomer Complaints

About the role

Key responsibilities & impact

Analyze patient experience feedback, survey scores, comments, focus groups, advisory councils, complaints, observations, and other metrics to formulate improvement recommendations
Provide education and coaching to build exceptional patient experiences
Collaborate with senior leaders, department managers, frontline staff, and selected departments to develop and implement patient experience improvement strategies
Develop programs, services, strategic training, coaching, tactics, in-services, and educational programs to improve patient and physician experience scores
Build reporting mechanisms and communication pathways to engage partners in targeted improvement initiatives
Facilitate resolution of patient and customer complaints and grievances in a timely, respectful, compassionate, and compliant manner
Provide patient experience and service recovery referrals to appropriate stakeholders and ensure investigation and resolution within defined timeframes
Serve as liaison and consultant to committees, senior leadership, ministry leaders, and teams on service excellence opportunities
Perform other duties as assigned

Requirements

What you’ll need

Ability to build relationships
Detail oriented
Knowledge of patient experience
Five years' experience
Associate's degree or equivalent years of experience and education
Experience with SAS software is beneficial
Experience with Power BI is beneficial
Frequent keyboard use/data entry
No professional license or certification required
Ability to work Monday through Friday, 8:00 AM to 4:30 PM
Must reside within the metro St. Louis region

Benefits

Comp & perks

One week of paid parental leave for eligible team members, pro-rated based on FTE
Flexible payment options through DailyPay, providing eligible hourly team members instant access to earned, unpaid base pay before payday (fees may apply)
Upfront tuition coverage through FlexPath Funded for eligible team members
Comprehensive benefits package