Patient Experience Coach Nurse

CommonSpirit Health • Phoenix, AZ

2d • Onsite

About The Position

The Patient Experience Coach Nurse works in the Emergency Department at Saint Joseph’s Hospital and Medical Center in Phoenix, Arizona. The role fosters a patient-centered culture by guiding staff to enhance the patient journey and improve satisfaction, with a focus on communication, empathy, and service. The coach conducts training, provides individual coaching, facilitates workshops on patient experience practices, analyzes feedback, identifies improvement opportunities, and collaborates on strategies to address patient needs. The role also includes patient rounds, service recovery, and hands-on patient care as appropriate to the needs of patients and the department.

The schedule is 40 hours per week, consisting of three 12-hour days plus four hours in the office, and includes 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 is preferred.
• Exceptional communication and interpersonal skills.
• Deep understanding of patient experience principles and healthcare operations.

Nice To Haves

• One year in a management or supervisory role, such as charge nurse or shift lead, or a similar healthcare leadership role.
• Five or more years of experience for the preferred similar healthcare leadership role.
• Emergency Department experience.
• Emergency Medicine experience.

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 Five Fundamentals of Service (AIDET) and evidence-based practices for interactions with patients and visitors.
• Communicate 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 the needs of patients and the department.
• Conduct training, individual coaching, and workshops on patient experience best practices.
• Analyze feedback, identify improvement opportunities, and collaborate on strategies to address patient needs.

What This Job Offers

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