Patient Experience Coach
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. This role involves participating in the development and implementation of system-wide patient customer experience initiatives, demonstrating expertise to evaluate employee competency, and supporting the hardwiring of standardized processes and behaviors. The coach collaborates with unit, physician practice, or department leaders to develop and monitor improvement and accountability plans. They influence accountability by validating behaviors, contributing to performance reviews, producing patient experience reports, and developing improvement plans for staff. The coach leads by example through consistently role modeling the Standards of Behaviors and works closely with senior Patient Experience leaders at assigned campuses or entities to ensure effective stakeholder needs are met while striving for consistency. They provide essential feedback to senior leaders regarding current site practices and initiatives and conduct engaging training classes and meetings as needed in support of key initiatives.
Requirements
- Excellent communication skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership
- Ability to lead organize and work on multiple initiatives/projects with compromising work
- Working on bachelor’s degree and experience in lieu of education
Responsibilities
- Provides professional coaching and consultation to influence hospital and practice leaders, direct care providers and other employees to deliver excellent patient experience.
- Participate I 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.
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, which provide colleagues with access to 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
