Patient Experience Manager / Coach

POSITION SUMMARY:

Under the direction of the Chief Patient Experience Officer or designee, the Patient Experience Manager/Patient Experience Coach works closely with leadership to identify, plan, design and implement patient experience improvement strategies. An expert in patient experience and patient and family centered care, this position works in partnership with assigned teams and collaborates with other hospital based departments, patient relations, directors, and physicians to ensure the organization meets or exceeds the patient experience goals as measured by voluntary surveys as well as the federal and state required patient experience surveys (CAHPS). The Patient Experience

Manager reviews and understands the organization’s patient experience data and uses this data to provide in-depth, proactive consultation, coaching and direction to directors, managers, physicians and staff in service improvement methods. The Patient Experience Manager regularly observes workflow in practices in assigned areas such as inpatient nursing units, ambulatory clinics, emergency departments, pediatrics, physician practices and ancillary/support service departments, i.e., nutrition to provide recommendations and training. The position helps to develop and implement employee recognition strategies and collaborates with various departments to support promotion and ongoing maintenance of service excellence related programs. The position will participate and support the organization’s Patient Family

Advisory Councils. The position assists leadership in the development of action plans to improve performance; research, reviews, and implements best practices for patient experience, provides coaching to all leadership levels concerning the patient experience, service recovery methods, service recognition, and prepares regular and special reports/presentations regarding patient experience performance for leadership and team meetings.

Education:

Requires a minimum of a Bachelor’s degree in nursing, public health, health administration, business or a related field. A Master’s degree is preferred.

A minimum of 5 years in coaching, customer service in a health care setting, group facilitation with demonstrated success

Knowledge & Skills: Highly proficient in verbal and written English is required.

Excellent in-person, telephone, and written communication skills to interact with patients, families, JHM managers and staff and external clients/ referral sources is required.

Analytical ability required to investigate patient complaints/grievances and prepare reports

Strong customer service skills, including problem identification and resolution skills.

Strong project management skills are required.

Excellent skills in creating and sustaining change in a large organization and leading through influence is crucial.

oAbility to independently coach and train staff is essential.

Experience in organizational development is strongly advised.

Ability to handle conflict resolution accordingly – remain tolerant/flexible in all situations.

Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment.

Ability to work within a multicultural environment and with a diverse customer base.

Change management, process improvement methods (Lean), training development, health care related customer service/patient experience methods and survey methodology.

Knowledge of CAHPS and Press-Ganey survey methods is a plus.

Proficient in MS Office applications and Windows

A minimum of 5 years in coaching, customer service in a health care setting, group facilitation with demonstrated success