Patient Experience Coach

Start the day excited to make a difference...end the day knowing you did. Come join our team.

Essential Functions & Responsibilities:

• Leads and assists departmental leadership in developing strategic action plans for performance improvement.
• Facilitates needs assessment and coordinates project management using LEAN principles for planning, implementation, evaluation, and communicating progress.
• Observes workflows and processes and provides recommendations for improvements as needed.
• Coaches/trains clinical and non-clinical leaders and frontline Associates on patient experience best practices and service recovery practices.
• Rounds with Associates to evaluate competency of hard wiring behaviors and receptiveness to practice changes.
• Serves as a coaching resource, facilitating and supporting the deployment of processes, behaviors, and initiatives to achieve the best patient experience.
• Engages patients and families via rounding to assess their experience.
• Supports leaders in assessing performance, developing, and deploying plans of action necessary to support the organizational goals.
• Partners with leaders to understand, gather, and deliver coaching needs; providing recommendations based on analysis.
• Analyzes patient experience related data and patient feedback from a variety of sources (i.e. CAHPS surveys, comments, focus groups, complaints and grievances, observations, rounding, etc.) to track and monitor performance and provide proactive coaching and consultation to department/unit leaders (administration, nursing, and physician) and frontline Associates.
• Conducts data analysis and discovery to identify trends and correlations to uncover insights.
• Produces and delivers standard and customized monthly, quarterly, annual, and ad hoc PE reports, dashboards and requests based on business need.
• Establishes, monitors, and implements mechanisms that measure the impact of PE programs.
• Translates and communicates insights to key stakeholders through effective storytelling and data visualization including graphical displays, dashboards and presentations.
• Performs other duties as assigned.

• Qualifications:

  Required:

• Minimum of five years of related experience

• Within three years 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

• Preferred:

• 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

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Physical Requirements: Constant (67-100% of workday) sitting and use of arms and hands; occasional (0-33% of workday) standing, walking, bending, squatting; ability to lift, push, and pull up to 10 lbs.; auditory and visual skills.

Mental Requirements: Possesses critical thinking and analytical skills. Ability to multi-task. Ability to communicate effectively and collaborate with a multi-disciplinary team.

Environmental Requirements and Exposure Hazards: Potential risk of exposure to chemicals.

"It is the policy of Mary Washington Healthcare to provide reasonable accommodations to qualified individuals with a disability who are applicants for employment or Associates."