Coach-Patient Experience

Responsibilities

• 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.
• Work closely with leadership teams to identify, prioritize, plan, and oversee facility improvement efforts.
• 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 to identify “current state” service gaps to enhance the patient experience.
• Develops, implements, and evaluates 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.
• Ledges, and participates in, various process improvement activities, as applicable, aimed at improving the patient experience while providing ongoing feedback and recognition where appropriate.
• Affords 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.

Qualifications

• 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.
• RN or clinical affiliation preferred.
• Minimum of Bachelor’s degree in business, nursing, a related field, or equivalent experience.