ED Clinical Experience Coach - 140556

About the role

The ED Clinical Experience Coach serves within the Office of Experience Transformation and is responsible for advancing patient, guest, and team member experience within the Emergency Department (ED).

Responsibilities

• Provide real-time, in-the-moment coaching to ED clinicians and team members to improve communication, empathy, service recovery, and patient engagement.
• Observe workflows and interactions to identify coaching opportunities and reinforce consistent experience behaviors.
• Partner with ED leadership to build a culture of accountability and excellence in patient experience.
• Mentor and support ED Experience Specialists.
• Lead and support initiatives to improve the EDIP (Emergency Department Inpatient) experience.
• Drive improvements in the ED Admit experience during transitions to inpatient care.
• Collaborate with inpatient experience coaches to ensure seamless patient journeys.
• Conduct proactive rounding including EDIP patients.
• Serve as a resource for complex patient and family concerns.
• Utilize process improvement methodologies and analyze experience data.
• Develop action plans and communicate outcomes.
• Partner with clinical and operational leaders across ED and inpatient settings.
• Present findings and experience strategies.
• Supervise two (2) ED Experience Specialists.
• Provide coaching, performance feedback, and professional development.

Requirements

• RN License issued by the State of California.
• Nine (9) years of relevant experience or a Bachelor’s Degree in nursing, healthcare, or related field plus five (5) years of experience.
• Three or more years experience as a Registered Nurse in ED and/or inpatient setting.
• Experience in patient experience improvement or coaching.
• Strong communication and service recovery skills.
• Advanced knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized, strategic organization interventions.
• Demonstrates strong analytical, problem-solving, project planning and implementation skills.
• Highly skilled in facilitation, consulting and relationship building.
• Possesses strong consulting, relationship building, and strategic thinking skills.
• Ability to coach, facilitate and influence people at all levels.
• Knowledge of the consulting process to effectively lead engagements from inception to conclusion.
• Ability to persuade through both logic and appeal to positive motivations.

Qualifications

• Experience in experience coaching or team member development.
• Familiarity with ED workflows and EDIP challenges.
• Learns Lean Six Sigma certification.
• Bilingual English/Spanish.
• Supervisory experience.

Skills

• Facilitation and consulting skills.
• Strategic thinking and problem-solving.
• Project planning and implementation.
• Communication and service recovery.
• Organizational development and effectiveness.
• Leadership and collaboration.

Benefits

Not specified.

Pay

Annual Full Pay Range: $108,100 - $204,900 (will be prorated if the appointment percentage is less than 100%).

Schedule

Days, 8-Hour Shifts, Monday-Friday.