Patient Experience Coach

Thomas Jefferson University • Philadelphia, PA

16d • Hybrid

About The Position

The Patient Experience Coach provides professional coaching and consultation to influence hospital and practice leaders, direct care providers and other employees to deliver excellent patient experience. Participate in the development and implementation of projects related to system-wide patient customer experience initiatives (education, patient and family councils, experience design, patient voice technology solutions etc. Demonstrates expertise to evaluate employee competency and support the hardwiring of standardized processes behaviors and initiatives related to the exceptional patient experience. Collaborates with unit, physician practice or department leaders to develop monitor improvement and accountability plans. Influences accountability by validating behaviors, contributing to performance reviews producing patient experience reports and developing improvement plans to staff Leads by example through consistently role modeling the Standards of Behaviors Work closely with the senior Patient experience leader at assigned campuses or entities to ensure that we are effectively meeting stakeholder needs while striving for consistency and leveraging work products of the Patient Experience Team Provides the essential feedback to senior leader leaders need to understand the state of current site practices and initiatives Conducts engaging training classes and meetings as needed in support of key initiatives.

Requirements

• Excellent communication skills
• Ability to interface effectively with physicians, nursing, non-clinical and executive leadership
• Ability to lead, organize and work on multiple initiatives/projects without compromising work.

Responsibilities

• Provide professional coaching and consultation to influence hospital and practice leaders, direct care providers and other employees to deliver excellent patient experience.
• Participate in the development and implementation of projects related to system-wide patient customer experience initiatives (education, patient and family councils, experience design, patient voice technology solutions etc.
• Evaluate employee competency and support the hardwiring of standardized processes behaviors and initiatives related to the exceptional patient experience.
• Collaborate with unit, physician practice or department leaders to develop, monitor improvement and accountability plans.
• Influence accountability by validating behaviors, contributing to performance reviews, producing patient experience reports and developing improvement plans to staff.
• Lead by example through consistently role modeling the Standards of Behaviors.
• Work closely with the senior Patient experience leader at assigned campuses or entities to ensure that we are effectively meeting stakeholder needs while striving for consistency and leveraging work products of the Patient Experience Team.
• Provide essential feedback to senior leaders to understand the state of current site practices and initiatives.
• Conduct engaging training classes and meetings as needed in support of key initiatives.

Benefits

• Medical (including prescription)
• Supplemental insurance
• Dental
• Vision
• Life and AD&D insurance
• Short- and long-term disability
• Flexible spending accounts
• Retirement plans
• Tuition assistance
• Voluntary benefits (group rates on insurance and discounts)
• Tuition discounts at Thomas Jefferson University (after one year of full-time service or two years of part-time service)

What This Job Offers

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