Patient and Family Centered Care Coach

Jefferson Health Plans • 559 W. Germantown Pike, PA

22d • Onsite

About The Position

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.

Requirements

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

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.
• Manages 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.

Benefits

• medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits
• tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level