Patient and Family Centered Care Coach

About the role

The Patient and Family Centered Care Coach supports the organization's mission to deliver exceptional, patient and family-centered care by coaching staff and leaders on communication, empathy, and service excellence. This role uses data-driven insights to improve patient experience, enhance team performance, and promote a culture of compassion and accountability.

Responsibilities

• Educates colleagues on patient-experience related projects and programs as well as creating curriculum based on action plans created by hospital leadership.
• Facilitate workshops and training sessions focused on best practices in patient-centered care, service recovery, communication, and empathy.
• Analyze patient experience data (e.g., HCAHPS, Press Ganey) to identify trends, strengths, and improvement opportunities.
• Collaborate with department leaders to create and execute targeted action plans focused on Patient and Family Centered care improvement.
• Advise leaders on all topics related to improvement work, data, and processes.
• Work closely with clinical and non-clinical leaders to embed patient-centered principles of care into daily operations and interactions.
• Advocate for patient and family perspectives in decision-making and service design.
• Manage accountability and sustainability reporting tools and systems.
• Model effective behaviors through rounding, shadowing, and direct feedback.
• Assist with service recovery and escalation processes as needed.
• Participate in committees and projects related to culture, quality, safety, and experience improvement.
• Support implementation of patient advisory councils or similar engagement programs.

Requirements

• Bachelor’s Degree in Nursing, healthcare administration, Organizational Development, Communications, Psychology, or related field required.
• 3 years of experience in healthcare system/organizational improvement, process improvement, patient experience, organizational development, education, and training/development.

Physical Demands

• Lift and carry 25 lbs.
• Frequent sitting/standing.
• Frequent keyboard use.
• Patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting, and performing CPR.

Schedule

Workday Day (United States of America)

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including:

• Medical (including prescription), supplemental insurance, dental, and vision coverage.
• Life and AD&D insurance.
• Short- and long-term disability.
• Flexible spending accounts.
• Retirement plans.
• Tuition assistance.
• Voluntary benefits, providing access to group rates on insurance and discounts.
• Access to tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.