Patient Experience Coach RN

CommonSpirit Health • Chandler, AZ

86d

About The Position

In partnership with the Dignity Health Director of Patient Experience, this position serves as a leader of system wide initiatives designed to significantly improve the patient and family experience. As a resource on PEX issues, this person provides direction, expertise, leadership, education, and supportive resources to the assigned facilities. Incorporating human factors principles and evidenced based practice, this person will lead and assist facility leadership and staff in the successful achievement of identified goals with a focus on improving patient safety and reducing exposures of the organization. With minimal supervision, this strategic business partner will support performance improvement and identifying gaps and solutions through data analysis, presentation and action for the hospital and be responsible for on-site direct observation of front line staff. The coach will provide feedback and coaching to caregivers and leaders with respect to the observations of specific behaviors. The behaviors under observation are a standard for across Dignity Health. The intended purpose of these behaviors is to achieve an exceptional experience for patients and as a demonstration of humankindness to patients, families and co-workers. This position takes a leadership role and skills to assess the patient experience. This position customizes his/her approach to best align with each organization's starting point and day-to-day/week-to-week analysis of specific behaviors and data. This position is a key driver in implementing the Dignity Health Way of patient experience, serving as a highly visible coach to front line caregivers, staff and providers. This work will be done during various shifts, including some week-end and p.m. shifts.

Requirements

• BSN
• Three years or more experience as an RN
• Current AZ state RN license in good standing
• American Heart Association BLS
• Crucial Conversations training
• Measurevention experience
• Ability to manage one's own schedule and proactively improve patient experience
• Strong communication skills and effective interpersonal, professional, and leadership capabilities.
• Ability to present information to a wide variety of audiences.
• Effective verbal and written interpersonal and communication skills.
• Ability to utilize PC-based software.
• Experience with statistical analysis and interpretation of data.
• Strong analytic and problem-solving skills.
• Strong organization and research skills.

Nice To Haves

• 1 year in management/supervisory role (charge nurse, shift lead) or similar healthcare leadership role.
• Five years or more experience in an ED position.
• Emergency Medicine experience.

Responsibilities

• Lead system wide initiatives to improve patient and family experience.
• Provide direction, expertise, leadership, education, and resources to assigned facilities.
• Assist facility leadership and staff in achieving goals focused on patient safety.
• Support performance improvement through data analysis and action.
• Conduct on-site direct observation of front line staff.
• Provide feedback and coaching to caregivers and leaders.
• Customize approach to align with each organization's starting point.
• Implement the Dignity Health Way of patient experience.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree