Director OF Patient Services

The Patient Experience Regional Coach at TriHealth plays a vital role in shaping a culture of compassionate, patient-centered care across the organization. This role empowers leaders and frontline teams by providing coaching, tools, and data-driven insights that elevate every touchpoint of the patient journey. With a focus on collaboration, continuous improvement, and service excellence, the Regional Coach helps align teams around TriHealth’s mission while driving measurable improvements in patient satisfaction and engagement. It’s an opportunity to make a meaningful impact—enhancing both the patient experience and the caregiver experience—within a respected, community-focused health system committed to excellence.

Location: Bethesda North Hospital

10500 Montgomery Rd. Montgomery OH

Schedule: Full time day shift

Incentives & Benefits

• We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.
• PRN positions not eligible for TriHealth benefits

Minimum Job Requirements

• Bachelor's Degree in Healthcare, customer service, patient experience (Required)
• 4 - 5 years experience in Healthcare Coaching, design Healthcare experience (Preferred)
• Advanced knowledge of design
• Coaching
• Problem solving and resolution skills
• Analytical ability

Job Overview

The Regional coach consultant assesses, develops, designs, implements, validates, trains and evaluates the Patient Experience services and interventions that support TriHealth's strategic pillar of Service and the TriHealth Way system priorities. Leadership Development: Provides leadership support for project management and delivery for TriHealth's strategic pillar: Service. Projects require managing multiple priorities, timely implementation of deliverables and professionalism consistent with the TriHealth Values and Always Behaviors. Demonstrates project management, coaching, and analytic abilities. Works independently while constantly assessing risks, prompting guidance for resolution. This position interacts with all levels of team members across the system, including senior leaders, directors, managers, supervisors, and team members. It is important that this position builds strong working relationships. Has professional written and verbal communication skills. Analysis skills center on being able to ask questions, gather data, conduct analysis, coach, work with resistance. Planning includes defining the scope of work, implementation, work plans, design, and evaluation. Applies advanced skill in design and delivery of programs, tools and performance support. Utilizes industry validated coaching models and techniques to support leadership and team members in creating and achieving measurable goals.

Job Responsibilities

• Collaborates with leadership to create work plans to meet project goals. Determines and initiates appropriate interventions to compete managing projects on time.
• Assists leadership in the development of action plans to improve performance, researches, reviewed, and implements best practices. Provides coaching to all levels of leadership and team members
• Partners with leadership in assigned area to identify, plan, implement, validate, train and evaluate patient experience improvement strategies.
• Collaborate across the regions (departments, patient relations, directors, physicians, etc.) to ensure the system meets or exceeds the patient experience goals as measured by CAHPS.
• Utilize data to provide in-depth, proactive consultation, coaching, and strategy to directors, managers, physicians, team members in process improvement related to patient experience (TriHealth pillar of Service).
• Support the development and recognition strategies and collaborates with various departments to support the promotion and ongoing maintenance of service excellence throughout the system.

Working Conditions

• Bending - Frequently
• Climbing - Rarely
• Concentrating - Consistently
• Continuous Learning - Consistently
• Hearing: Conversation - Consistently
• Hearing: Other Sounds - Consistently
• Interpersonal Communication - Consistently
• Kneeling - Frequently
• Lifting <10 Lbs. - Frequently
• Lifting 50+ Lbs. - Rarely
• Lifting <50 Lbs. - Frequently
• Pulling - Frequently
• Pushing - Frequently
• Reaching - Frequently
• Reading - Frequently
• Sitting - Occasionally
• Standing - Consistently
• Stooping - Frequently
• Talking - Consistently
• Thinking/Reasoning - Consistently
• Use of Hands - Consistently
• Color Vision - Consistently
• Visual Acuity: Far - Consistently
• Visual Acuity: Near - Consistently
• Walking - Consistently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect: ALWAYS

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone’s opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community