Patient Experience Coach

Mary Washington Healthcare • Fredericksburg, VA

332d

About The Position

The Patient Experience (PX) Coach plays a crucial role in guiding Mary Washington Healthcare (MWHC) leaders and Associates throughout the system to deliver compassionate and outstanding care experience. This position collaborates with the PX team, MWHC leadership, frontline Associates, physicians, patients and families, as well as other internal and external partners to co-design, implement and support the execution of effective strategies and action plans aimed at achieving strategic goals, as measured by voluntary surveys and CMS-required Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. The PX Coach will build relationships and adopt a proactive, data-driven approach to support improvement strategies and initiatives. The position will also maintain a high level of visibility in coaching areas to support engagement and effectiveness.

Requirements

• Minimum of five years of related experience
• Within one year of employment, obtain Certified Patient Experience Professional (CPXP) certification
• Ability to conceptualize, implement, and evaluate solutions for process improvement
• Data interpretation and report generation. Ability to interpret data and translate into actionable insights
• Strong organizational skills and the ability to manage multiple projects simultaneously
• Experience with change management and process improvement methodologies
• Excellent written and oral communication skills with the ability to interface effectively at various organizational levels
• Experience with re-establishing trust and ensuring a positive interaction after a service breakdown
• Proficient with Microsoft Office. (Excel, Word, PPT, Vizio)
• Ability to lead and inspire others, providing constructive feedback and motivation
• Empathy and emotional intelligence, with a commitment to fostering a compassionate care environment
• Ability to actively listen, respond clearly with patients, families, and Associates

Nice To Haves

• Bachelor's degree preferred in nursing, business administration, health administration, public health, or related field
• Experience with LEAN principles and healthcare-related customer service/patient experience methods, as well as survey methodologies
• Experience in project management and organizational development
• Experience in healthcare, education, or related field
• Experience working with culturally diverse populations
• Knowledge of CAHPS and survey methods

Responsibilities

• Coaching- Direct observations and coaching of clinical and non-clinical Associates, leaders, and physicians.
• Skill Building and Training - Instructional design and facilitation of skill-building activities and content based on evidence-based practices.
• Patient Voice Interpretation - Interpret the voice of the patient via surveys, comments, patient relations data, rounding, and other identified sources.
• Needs Assessment and Action Planning - Partner with departmental leadership to co-design data-driven performance improvement action plans.
• Data Analysis - Analyze care experience-related data, insights, and patient feedback from various sources.
• Insight Translation - Translate and communicate insights to key stakeholders through effective storytelling and data visualization techniques.
• Reporting and Communication - Produce and deliver standard and customized PX reports, dashboards, and analyses.
• Relationship Building - Establish a rapport and maintain collaborative relationships.
• Patient Rounding - Conduct patient and family rounds to assess the current state of the care experience.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals