Patient Experience Coach

Mary Washington Healthcare • Fredericksburg, VA

391d

About The Position

The Patient Experience (PX) Coach at Mary Washington Healthcare (MWHC) is responsible for guiding leaders and Associates to deliver exceptional care experiences. This role involves collaboration with various stakeholders to design and implement strategies aimed at improving patient care, as measured by surveys and feedback. The PX Coach will utilize a data-driven approach to support improvement initiatives and maintain visibility in coaching areas to enhance engagement and effectiveness.

Requirements

• Minimum of five years of related experience.
• Obtain Certified Patient Experience Professional (CPXP) certification within one year of employment.
• Ability to conceptualize, implement, and evaluate solutions for process improvement.
• Data interpretation and report generation skills.
• Strong organizational skills to manage multiple projects simultaneously.
• Experience with change management and process improvement methodologies.
• Excellent written and oral communication skills.
• Experience with re-establishing trust after service breakdowns.
• Proficient with Microsoft Office (Excel, Word, PPT, Vizio).
• Ability to lead and inspire others, providing constructive feedback.
• Empathy and emotional intelligence to foster a compassionate care environment.
• Ability to actively listen and respond clearly with patients, families, and Associates.

Nice To Haves

• Bachelor's degree in nursing, business administration, health administration, public health, or related field.
• Experience with LEAN principles and healthcare-related customer service methods.
• 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

• Direct observations and coaching of clinical and non-clinical Associates, leaders, and physicians.
• Provide specific feedback on communication, empathy, active listening, and other standard practices essential to the care experience.
• Design and facilitate skill-building activities based on evidence-based practices.
• Lead skill-building sessions for Associates, leaders, and physicians focused on care experience standards.
• Interpret patient feedback from surveys and other sources to inform care improvements.
• Partner with leadership to co-design data-driven performance improvement action plans.
• Analyze care experience-related data to track performance and make recommendations.
• Translate insights into actionable communication for stakeholders through storytelling and data visualization.
• Produce and deliver standard and customized PX reports and dashboards.
• Conduct patient and family rounds to assess care experience and gather insights.

Benefits

• Great Place to Work-Certified™ environment.
• Respectful and understanding workplace culture.
• Focus on safety for patients and Associates.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree