Patient Experience Coach Nurse
About The Position
The Patient Experience Coach Nurse works in the Emergency Department to foster a patient-centered culture, guide staff in enhancing the patient journey, and improve patient satisfaction. The role promotes improvements in communication, empathy, and service through training, individual coaching, and workshops on patient experience best practices. The coach analyzes feedback, identifies opportunities for improvement, and collaborates on strategies to address patient needs. The position also involves patient rounds, responding to service requests and feedback, resolving concerns, and providing hands-on patient care as appropriate. The schedule is 40 hours per week, consisting of three 12-hour days plus four office hours, with two weekend shifts per month.
Requirements
- Bachelor of Science in Nursing.
- Three or more years of experience as a registered nurse.
- Arizona Registered Nurse license.
- American Heart Association Basic Life Support (BLS) certification.
- Exceptional communication and interpersonal skills.
- Deep understanding of patient experience principles and healthcare operations.
Nice To Haves
- One year of management or supervisory experience, such as charge nurse or shift lead, or a similar healthcare leadership role with five or more years of experience.
- Emergency Medicine experience for the Emergency Department position.
Responsibilities
- Participate in daily patient rounds and other patient satisfaction activities.
- Connect with patients and actively listen to understand their experience, identifying strengths and opportunities for improvement.
- Promote the use of the Five Fundamentals of Service (AIDET) and evidence-based practices in interactions with patients and visitors.
- Communicate effectively with patients and families to resolve issues and provide service recovery using the HEART Service Recovery model.
- Respond to service requests and feedback received from Care Advisor.
- Provide hands-on patient care as appropriate to meet patient and department needs.
- Conduct training, provide individual coaching, and facilitate workshops on patient experience best practices.
- Analyze feedback, identify improvement opportunities, and collaborate on strategies to address patient needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
