Patient and Family Experience Coach

MultiCare Health System•Tacoma, WA

1d•Onsite

About The Position

The Patient and Family Experience Coach is responsible for applying consultative, facilitative and collaborative skills - along with knowledge of established and innovative service philosophies and practices - to drive the design and implementation of Patient and Family Experience best practices in all areas, inclusive of Consumer Assessment of Healthcare Providers and Systems (CAHPS) improvement initiatives strategy(s) and programs to improve the patient and family experience in a health care setting. In this role you will maintain a constant focus on emerging trends and work with the team to develop consumer-centric technologies while providing exceptional service. As a system champion dedicated to creating a world-class culture of excellence in patient, family, and consumer experience, the Patient and Family Experience Coach drives a singular focus of “patient and family as the center” of all work, collaborating with leaders at all levels to develop and implement a strategic vision of patient, family, and consumer engagement and experience. Through Patient Experience Committees, Family and Patient Advisory Boards, survey responses, rounding, and other feedback, they help to build a culture where every single person is a care giver, collaborating, advising, coaching, and inspiring all care givers to improve their patient and family interactions and hardwire proven best practices for highly efficient and effective processes along the patient care journey.

Requirements

Bachelor’s degree in healthcare, business, education, organizational development, or related field
Ten (10) years of experience in a health care 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 preferred
Experience in designing customer service programs to support organizational goals preferred
Operational experience in a healthcare setting preferred
Baseline understanding of Power BI functionality preferred

Responsibilities

Identifies, designs, and implements Patient Experience best practices and innovative solutions in all areas, to include CAHPS improvement strategy(s) in areas where CAHPS surveys are deployed
Assesses and recommends internal patient and family experience processes and benchmarking services
Researches and innovates service practices, in conjunction with leadership, vendors, and external experts to develop tactics to improve patient experience performance, including CAHPS performance
Develops and implements tactics to address changing needs in response to virtual health, consumerism, and other industry shifts