Coach-Patient Experience

Job Summary

Provides coaching support to front line team members and facility leaders to support the deployment of patient experience goals and initiatives. Responsibilities include, but are not limited to: monitor and interpret patient experience scores for trends and opportunities at individual facility levels, work collaboratively with the corporate patient experience team in the development and deployment of patient experience strategies. Works closely with leadership teams to identify, prioritize, plan, and oversee facility improvement efforts.

Responsibilities

• Conducts direct observations of clinical and non-clinical operational processes.
• Works collaboratively with clinical and non-clinical leaders and team members through routine rounding on patients and families in order to identify “current state” service gaps to enhance the patient experience.
• Works with the Director of Patient Experience and facility leadership teams to develop, implement and evaluate effective/innovative solutions to address a broad range of customer service operational issues. Utilizes evidence-based data/metrics to ensure consistency, standardization (as appropriate), and seamlessness in the patient experience system-wide.
• Provides consultation and coaching services to leadership and frontline team members as it relates to service gaps, assigned projects and/or specific focus areas.
• Assists in continuous patient experience processes as the facilitator/coach. Ensures all necessary follow-up/action items are completed, reported and documented in order to close any loops.
• Leads, and participates in, various process improvement activities, as applicable, aimed at improving the patient experience while providing ongoing feedback and recognition where appropriate.
• Assists in the aggregation and analysis of patient experience data and reports findings to the appropriate committees.
• Performs periodic audits to ensure consistent application of evidence-based tools and techniques.
• Assists with staff education on improving patient experience opportunities.
• Provides strong knowledge of best practices, service improvement, and problem solving to improve the patient experience.
• Participates in facility patient and family councils and advisory groups and uses feedback to strengthen local patient experience efforts through community awareness.
• Performs other duties as assigned.

Specifications

Experience

Minimum Required

• Minimum of 3 years demonstrated experience in areas of service excellence or customer relations. Experience in a hospital or health system preferred. 2 years coaching / consulting experience.

Preferred/Desired

• RN or clinical affiliation preferred.

Education

Minimum Required

• Bachelor’s degree in business, nursing, a related field, or equivalent experience.

Preferred/Desired

Training

Minimum Required

Preferred/Desired

Special Skills

Minimum Required

Preferred/Desired

Licensure

Minimum Required

Preferred/Desired