Patient Experience Manager and Coach

Prime Healthcare•Harlingen, TX

8d•Onsite

About The Position

This role serves as a knowledge, quality, and process expert focused on patient experience improvement. The Patient Experience Manager and Coach acts as a point of contact for facilities, responding to inquiries related to patient experience measures, analysis, support, and interventions. The position involves planning and delivering training, expert coaching, observation, knowledge assessment, and skill validation in patient experience improvement for all organizational levels. Key responsibilities include communicating project requirements and commitments, preparing and presenting reports on facility progress towards patient experience goals, and aiding in the monitoring, reporting, and analysis of patient experience data to identify priorities and opportunities for improvement. This role also acts as a change agent, partnering with directors and other coaches to establish and sustain the patient experience strategic plan, adopting a proactive approach to identify risks, and developing tools, processes, and procedures for positive patient experiences across the system. The position requires applying evidence-based knowledge of performance improvement and survey methodology, and leading or participating in patient experience teams and improvement activities.

Requirements

Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting
Must have excellent communication and presentation skills – written and oral
Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
Must effectively manage time, and operate as a self-starter by being proactive and assertive.
Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
Ability to travel to all entity locations throughout the geographic service area.

Nice To Haves

Bachelor’s Degree in Business, Healthcare or a related field, preferred.

Responsibilities

Serves as knowledge, quality and process expert on patient experience improvement.
Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
Communicates all requirements and commitments for each project.
Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
Serves as a change agent on patient experience.
Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan.
Adopts a proactive approach to identify risk to plan success.
Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences.
In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance.
Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work.
Leads, facilitates, or participates in facility and facilities within region's patient experience teams and improvement activities as assigned or approved by director.