Patient Experience Coach

Saint Joseph Hospital - London • London, KY

2d • $22 - $31

About The Position

The Patient Experience Coach fosters a patient-centered culture by guiding staff to improve the patient journey and satisfaction. The role drives improvement 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 with others on strategies to address patient needs.

The position provides internal coaching and consulting to hospital leadership and frontline staff to support patient experience improvement goals. It involves observing frontline workflows and recommending improvements, including coaching staff in the moment when appropriate. The coach also engages directly with patients and families to improve their experience and respond to service failures, and assists with implementing and maintaining patient experience efforts in the hospital and emergency department. The role provides local leadership with recommendations based on data analysis and observations, and participates in patient experience team meetings, Patient and Family Advisory Councils (PFACs), grievance committees, and other action committees.

Requirements

• Associate’s degree and a minimum of 1 year of experience in the discipline; or 3 years of experience in the discipline; or a bachelor’s degree and no experience, upon hire.
• 1 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 improvement goals.
• Observe frontline staff workflows and recommend improvements when appropriate, including coaching in the moment when appropriate.
• Round on and engage patients and families to improve the patient experience and respond to service failures.
• Assist with implementation and maintenance of 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, Patient and Family Advisory Councils (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
• Education Level: Associate degree