Patient and Family Experience Coach

MultiCare Health System•Spokane, WA

1d•$74,610 - $107,349

About The Position

The Patient and Family Experience Coach uses consultative, facilitative, and collaborative skills, along with established and innovative service practices, to design and implement patient and family experience best practices across the organization. The role develops strategies and programs to improve the patient and family experience in healthcare settings, including Consumer Assessment of Healthcare Providers and Systems (CAHPS) improvement initiatives. The coach monitors emerging trends and works with the team to develop consumer-centric technologies and provide exceptional service. As a system champion for patient, family, and consumer experience, the role promotes a culture that places patients and families at the center of all work. The coach collaborates with leaders to develop and implement a strategic vision for engagement and experience, using committees, advisory boards, survey responses, rounding, and other feedback to advise, coach, and inspire caregivers to improve interactions and adopt proven practices throughout the patient care journey.

Requirements

Bachelor’s degree in healthcare, business, education, organizational development, or a related field.
Ten years of experience in a healthcare setting.
Experience facilitating patient advocacy groups or similar groups.
In-depth knowledge of CAHPS patient experience surveying, customer service programs, and tactics.

Nice To Haves

Advanced education in healthcare, business, or coaching.
Experience designing customer service programs to support organizational goals.
Operational experience in a healthcare setting.
Baseline understanding of Power BI functionality.

Responsibilities

Identify, design, and implement patient experience best practices and innovative solutions across the organization, including CAHPS improvement strategies in areas where CAHPS surveys are deployed.
Assess and recommend internal patient and family experience processes and benchmarking services.
Research and innovate service practices with leadership, vendors, and external experts to develop tactics that improve patient experience performance, including CAHPS performance.
Develop and implement tactics to address changing needs related to virtual health, consumerism, and other industry shifts.
Collaborate with leaders and use patient experience committees, patient and family advisory boards, survey responses, rounding, and other feedback to advance patient, family, and consumer engagement and experience.
Coach and inspire caregivers to improve patient and family interactions and implement proven practices across the patient care journey.