Manager, Patient Relations Services

Scheduled Weekly Hours:

AtEmplify Health by Gundersen we're not just delivering care we're redefining what exceptional patient experience looks like. As a recognized leader in compassionate, patient-centered care, we're seeking aManager of Patient Relations Servicesto help us elevate our commitment to excellence even further.

As a key member of ourPatient Experience leadership team, you'll lead with empathy, strategy, and innovation. You'll oversee a dedicated team focused on patient relations, feedback management, and performance improvement-ensuring every patient, visitor, and care partner feels heard, respected, and supported.

This is more than a management role-it's amission-critical leadership positionthat shapes how care is experienced across our system. You'll collaborate with clinicians, executives, and support teams across inpatient, ambulatory, and specialty care to build a culture of compassion and continuous improvement.

What You'll Do:

• Lead and inspire the Patient Relations Services team to deliver best-in-class service.

• Drive system-wide patient experience strategies in partnership with the Director of Patient Experience.

• Manage patient feedback channels (complaints, grievances, compliments) and ensure compliance with CMS and regulatory standards.

• Oversee data analytics, performance metrics, and survey vendor relationships.

• Champion change management and innovation to enhance care delivery and service excellence.

What You'll Need:

• Bachelor's degree in Healthcare, Business, or related field (Master's preferred)

• 5 to 7 years of customer service and/or human relations experience to include 3 to 4 years of supervisory or management related experience or progressively responsible leadership of programs and/or teams; professional level work experience demonstrating project/program management skills

• Proven success in project/program management, data analytics, and cross-functional collaboration.

• A passion for creating meaningful, compassionate connections in healthcare.

• Competitive Benefits:We offer a comprehensive package including medical, dental, pet insurance, and a generous retirement contribution.

• Work-Life Balance:We prioritize your well-being with a 24/7 Employee Assistance Program, generous PTO, and paid holidays.

• Professional Development:Invest in your future with our Tuition Invest Program (up to $3,000 per year), access to hundreds of internal courses, and our Career Development Center.

• Diversity, Equity & Inclusion:We foster a welcoming environment with an inclusive celebration program, Unconscious Bias Training, and Patient Care resources.

• Additional Perks:Enjoy an 18% discount on your Verizon data plan and a 20% discount on Gundersen services not covered by insurance

Join a Mission-Driven Team Transforming the Patient and Employee Experience!

Emplify Health is comprised of two of the Midwest's most respected healthcare systems, Bellin Health and Gundersen Health System. Once neighbors, we are now partners, united in our mission to provide exceptional care to our communities. As a not-for-profit, patient-centered healthcare network, we have headquarters in Green Bay and La Crosse, Wisconsin. Our extensive network includes 11 hospitals and more than 100 clinics, serving 67 cities and rural communities across Wisconsin, Iowa, Minnesota and Michigan's Upper Peninsula. With over 4,500 dedicated nurses and providers, we are committed to delivering primary, specialty and emergency care, along with innovative medical education programs. Join us in making a meaningful difference in the lives of our patients and communities.

If you need assistance with any portion of the application or have questions about the position, please contact HR-Recruitment@gundersenhealth.org or call 608-775-0267.

We inspire your best life by relentlessly caring, learning and innovating. This is our purpose. Together with our values - belonging, respect, excellence, accountability, teamwork and humility - our pillars set our foundation and our future.

Equal Opportunity Employer