Patient Experience Coach

CommonSpirit Health • London, KY

1d

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 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 coach provides internal coaching and consulting to hospital leadership and frontline staff to advance patient experience improvements and goals. The role includes observing frontline workflows, offering recommendations, coaching in the moment when appropriate, and engaging directly with patients and families to improve their experience and respond to service failures. The coach also supports patient experience efforts in the hospital and emergency department, shares recommendations with local leadership based on data analysis and observations, and contributes to patient experience team meetings, PFACs, grievance committees, and other action committees.

Requirements

• Associate’s degree and at least 1 year of experience in the discipline; or 3 years of experience in the discipline; or a bachelor’s degree and no experience in the discipline, upon hire.
• One year of healthcare experience.
• Exceptional communication and interpersonal skills.
• Deep understanding of patient experience principles and healthcare operations.

Nice To Haves

• Experience with the CAHPS survey process.

Responsibilities

• Provide internal coaching and consulting to hospital leadership and frontline staff to drive patient experience improvements and goals.
• Regularly observe frontline staff workflows and recommend improvements when appropriate.
• Coach staff in the moment when appropriate.
• Round on and engage patients and families to improve the patient experience and respond to service failures.
• Assist with implementing and maintaining patient experience efforts in the hospital and emergency department.
• Provide local leadership with recommendations based on data analysis and observations.
• Participate in patient experience team meetings, PFACs, grievance committees, and other action committees to provide support, feedback, and guidance.
• Conduct training, individual coaching, and workshops on patient experience best practices.
• Analyze feedback, identify opportunities for improvement, and collaborate on strategies to address patient needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree