Experience of Care Consultant

About the role

Provide coaching and/or training to frontline staff, leaders, physicians and practices within. Develop consistently excellent service and communication skills across all entity facilities' practices to increase patient satisfaction, physician satisfaction and employee satisfaction. This position will train and promote evidence-based best practices for service behaviors and communication skills.

Responsibilities

• Coach frontline staff, leaders, physicians and other healthcare professionals in evidence-based service behaviors and communication techniques for an improved patient experience and patient satisfaction with care providers.
  • Identify potential clinician coaching clients for coaching engagement.
  • Conduct clinician and patient interviews, shadow clinician-patient interactions and observe clinician interpersonal skills and non-verbal communication to identify improvement opportunities according to evidence-based best practices.
  • Consult with clinicians on opportunities to incorporate evidence-based service behaviors and communication techniques into his/her practice approach.
  • Utilize an appreciative inquiry coaching model to gain commitment and elicit follow-through from clinician coaching clients.
  • Facilitate effective behavioral change in physicians and clinical staff.
• Train evidence-based service behaviors and communication techniques in both individual and group settings.

Requirements

• Education: Bachelor's degree in Healthcare Admin, Human Resources, Communications, Behavioral Health, Psychology, Counseling, Training & Development, Organizational Leadership, or Performance Improvement.
• Experience: 5 years of recent relevant experience.
• Skills: Knowledge of the operations of a healthcare system and/or a medical office is required. Knowledge of ICF Coaching Core Competencies is required. Knowledge of Microsoft outlook, word, excel, and power-point applications in a windows environment is essential. Ability to effectively use external sources of information (like the internet, research journals and professional affiliations) is required. Must have verbal and interpersonal communication skills, be an effective listener with an understanding of how to influence and motivate others. Must have proficiency with inquiry-based coaching techniques. Must be able to develop and maintain effective relationships with physicians, management, support staff, patients and coworkers. Proven Client-customer Relations Skills Are Required. Facilitation and presentation skills are required. Must be able to work with people with various backgrounds and experiences. Must have organizational, analytical and critical thinking skills, enabling an individual to work collaboratively with others at all levels of the organization. Must have the ability to effectively deal with multiple priorities in a fast-paced, ever-changing environment. Must be able sit for long periods of time at computer workstation. Must be able to stand for long periods of time while conducting training sessions. Must be able to safely lift and carry file boxes, portable laptop and projection equipment and other department related equipment or materials weighing up to 30 pounds without assistance.

Qualifications

See required physical demands, mental components, visual activities & working conditions at the following link.

Skills and Knowledge

• Knowledge of the operations of a healthcare system and/or a medical office is required.
• Knowledge of ICF Coaching Core Competencies is required.
• Knowledge of Microsoft outlook, word, excel, and power-point applications in a windows environment is essential.
• Ability to effectively use external sources of information (like the internet, research journals and professional affiliations) is required.
• Verbal and interpersonal communication skills, be an effective listener with an understanding of how to influence and motivate others.
• Proficiency with inquiry-based coaching techniques.
• Develop and maintain effective relationships with physicians, management, support staff, patients and coworkers.
• Proven Client-customer Relations Skills Are Required.
• Facilitation and presentation skills are required.
• Work with people with various backgrounds and experiences.
• Organizational, analytical and critical thinking skills, enabling an individual to work collaboratively with others at all levels of the organization.
• Effectively deal with multiple priorities in a fast-paced, ever-changing environment.
• Sit for long periods of time at computer workstation.
• Stand for long periods of time while conducting training sessions.
• Safely lift and carry file boxes, portable laptop and projection equipment and other department related equipment or materials weighing up to 30 pounds without assistance.

Benefits

Yes

Pay

$94,848.00 to $142,272.00 / annual salary

Schedule

Full Time Days Of The Week Monday - Friday