Patient Experience Coach Nurse

St. Joseph Hospital & Medical Center • Phoenix, AZ

32d • $37 - $56 • Onsite

About The Position

The Patient Experience Coach fosters a patient-centered culture by guiding staff to enhance the patient journey and improve satisfaction. The role drives 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 participates in patient rounds and satisfaction activities, supports service recovery, responds to feedback, and provides hands-on patient care as appropriate.

Requirements

• Bachelor of Science in Nursing.
• Three or more years of experience as a registered nurse.
• Arizona Registered Nurse credential.
• American Heart Association Basic Life Support (BLS).
• 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; alternatively, a similar healthcare leadership role with five or more years of experience.
• Emergency Medicine experience for the ED position.

Responsibilities

• Participate in daily patient rounds and other patient satisfaction activities.
• Connect with patients, actively listen, and identify strengths and opportunities for improvement in their experience.
• Promote the use of the Five Fundamentals of Service (AIDET) and evidence-based practices when interacting 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 the needs of patients and the department.
• Conduct training, provide individual coaching, and facilitate workshops on patient experience best practices.
• Analyze feedback, identify improvements, and collaborate on strategies to address patient needs.

What This Job Offers

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