Experience of Care Consultant
About The Position
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. Acts as a change agent, gaining commitment and eliciting follow-through from coaching clients. Will design and develop action plans and training resources to meet the needs of coaching clients throughout the organization.
Requirements
- Equivalent experience will be accepted in lieu of the required degree or diploma
- Bachelor's in Healthcare Admin, Human Resources, Communications, Behavioral Health, Psychology, Counseling, Training & Development, Organizational Leadership, or Performance Improvement
- 5 years of recent relevant experience.
- 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.
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.
- Provide service excellence staff training, leader coaching and process improvement support to improve physician and staff satisfaction with the work environment and patient satisfaction with their care experience.
- Collaborate, create, coordinate, implement, facilitate and/or communicate service excellence initiatives.
- Facilitate report and communicate the voice of the patient to decision-makers and care providers.
Benefits
- Comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Principal
