Patient Experience Consultant, Patient and Family Advisor Program

University of Wisconsin Hospitals and Clinics Authority•Middleton, WI

3d•Hybrid

About The Position

This Patient Experience Consultant position will have a primary focus on supporting the Patient & Family Advisor (PFA) Program. The consultant will serve as a key point of connection between Patient Experience, internal staff and providers, and Patient & Family Advisors, ensuring strong relationships, effective program operations, and meaningful integration of the patient and family voice across the organization.

Requirements

Bachelor's Degree in business administration, health care, or related field
2 years of healthcare experience with at least one (1) year of patient experience focus
1 year of experience performing process improvement/coaching, patient/customer relations, or management experience

Nice To Haves

Master's Degree in Business Administration, Health Care Administration, Nursing, Industrial Engineering, or other health related field
5 years of patient experience focused work a large health care environment
2 years of experience working with volunteer programming

Responsibilities

Build and maintain strong, collaborative relationships with Patient & Family Advisors (PFAs), staff co-chairs, and organizational partners to support meaningful and effective patient and family engagement.
Coordinate the day-to-day operations of the Patient & Family Advisor Program, ensuring consistent communication, coordination, and follow-through across advising activities.
Coordinate PFA recruitment, onboarding, and ongoing engagement to support a diverse, prepared, and engaged advisor community.
Serve as a primary resource for staff seeking to partner with PFAs, helping identify appropriate opportunities for engagement and supporting successful advisor participation.
Coordinate and manage virtual advising opportunities, connecting organizational teams with PFAs to gather timely patient and family perspectives on programs, materials, processes, and improvement initiatives.
Maintain the PFA database and program records, ensuring advisor information, participation, interests, and engagement activities are accurate and current.
Partner with staff co-chairs and other stakeholders to support Patient & Family Advisory Councils and other formal patient and family engagement structures.
Monitor PFA participation and program activity to identify opportunities to strengthen advisor engagement, expand participation, and improve program processes.
Support the development of tools, resources, communications, and processes that make it easier for staff and PFAs to effectively partner in improvement work.
As capacity allows, support broader Patient Experience initiatives, including Patient Experience reporting, data analysis, identification of trends and opportunities, and development of insights to inform improvement efforts.

Benefits

health and dental insurance
paid time off
retirement plans
two-week paid parental leave
adoption assistance
Full time benefits for part time work (for positions 60% FTE and higher)
Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance
Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being
Tuition benefits eligibility
the opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions