Patient Experience Coach

Virtual - Arizona. Must reside in Arizona. Hybrid schedule: Monday-Friday, 8am-5pm.

About the role

The Patient Experience Coach provides professional coaching and consultation to influence hospital leaders and direct care providers with delivering excellent patient experiences. The Coach focuses on coaching the execution of the HonorExcellence patient experience standard work, modeling HonorHealth's Values, Service Behaviors and Customer Service Skills, designing and facilitating workshops/in-services, evaluating processes, analyzing information, and generating or refining training solutions.

Responsibilities

• Coaches direct care providers (especially opinion leaders) to build a foundation of service excellence, set high expectations, identify improvement opportunities, implement changes, deliberately practice evidence-based best practices, and sustain results.
• Coaches and partners with hospital leaders to develop, implement, and improve the Patient Experience for patients.
• Measures and analyzes the results of the coaching provided and reports progress to Facility Executives and Leaders, Network Patient Experience Leaders, and HR Talent Development Leaders.
• Teaches best practice Patient Experience concepts to leaders and staff through classroom, workshop, project, and DMS Huddle coaching. Uses evidence-based information to provide new knowledge and shape practice when applicable.
• Provides individual coaching to persons identified by formal and opinion leaders.

Requirements

• Bachelor’s degree or 4 years of work-related experience in healthcare or a related field (required).
• Master’s or advanced degree or equivalent in a healthcare field or related discipline (preferred).
• 2 years of experience coaching, delivering presentations, and interacting with management groups (required).
• 5 years of experience coaching, delivering presentations, and interacting with management groups (preferred).
• Current, valid State of Arizona or Compact State Registered Nurse license (required).
• Other related healthcare certification and/or license (required).
• Certification in Crucial Conversations, Influencer—the Science of Change, or Crucial Accountability (preferred).
• DDI Coaching for Peak Performance certification (preferred).