Patient Relations Coach

Monument Health Rapid City Hospital•Rapid City, SD

11d•$33 - $41

About The Position

Under the direction of the Director Patient Relations the Patient Relations Coach is responsible for supporting system-wide programs, initiatives, projects, and interventions focusing on ensuring our patient’s experience is consistent and exceptional. Assists the Patient Relations Director in the development and cost-effective implementation of strategies aimed at maximizing relationships with patients, families and communities. Responsible for assisting with implementing strategies to enhance the quality of care and overall experience for MONUMENT HEALTH patients and their loved ones. Cultivates a culture of exceptional service across our health system and instills a sense of warmth and compassion throughout the organization. Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include: Supportive work culture Medical, Vision and Dental Coverage Retirement Plans, Health Savings Account, and Flexible Spending Account Instant pay is available for qualifying positions Paid Time Off Accrual Bank Opportunities for growth and advancement Tuition assistance/reimbursement Excellent pay differentials on qualifying positions Flexible scheduling

Requirements

Required Education - Bachelor's Nursing or Healthcare related field
Certifications - Registered Nurse (RN) - South Dakota Board of Nursing Or appropriate state licensure based on clinical field
Work Experience - 3+ years Clinical Experience; 3+ years Healthcare Administration Experience

Responsibilities

Provides internal coaching and consulting to frontline staff to intervene in concerns or experience issues.
Observes and mentors frontline staff aiding in the enhancement of empathy and social skills.
Provides recommendations for improvement in stronger connections by focusing on refining communication, listening abilities, and demonstrating compassion.
Provides coaching in the moment.
Rounds on and engage patients and families directly to improve patient experience and respond to service failures.
Assists in implementation and maintenance of Patient Relations efforts in the member organization.
Collaborates with Patient Relations Director to create a seamless and patient-centered journey.
Reviews complaints data and feedback to facilitate understanding of situations and synthesizes patient feedback for future improvement.
Assists Patient Relations Director with implementing training and development programs for staff to ensure a consistent, compassionate, and culturally appropriate approach to patient care, complaints and feedback.
Fosters a culture of empathy, understanding and inclusivity among all hospital staff, empowering them to go above and beyond to meet patient needs.
Ensures MONUMENT HEALTH’s commitment to patient and family relationships through sharing positive narratives about patient success stories.
Leverages best practices and process improvement skills to drive the development of positive relations.
All other duties as assigned.