Patient and Family Experience Coach

Join a team that shares your calling At MultiCare, you’re more than just a job title — you’re part of a team built on trust that cares for each other, our patients and our communities. Belonging here means living our mission and values every day. If your purpose and passions align with ours, you’ll find a place to grow, do meaningful work and build a career you love in a community that feels like home. This is a 100% on-site position supporting multiple hospitals in inpatient units and the Emergency Department (ED) across the following locations: Tacoma General Hospital Good Samaritan Hospital Allenmore Hospital Auburn Medical Center Covington Medical Center Mary Bridge Children's Hospital Capital Medical Center Candidates must be able to work at any of the listed locations based on enterprise needs FTE: 1.0, Shift: Day, Schedule: Day Position Summary The Patient and Family Experience Coach acts as a system champion dedicated to supporting a world-class culture of excellence by driving the focus of "patient and family as the center" of all work. This person will utilize their expertise to apply consultative, facilitative, and collaborative skills - along with knowledge of established and innovative service philosophies and practices - to support and drive the implementation of patient and family experience best practices in all areas, inclusive of Consumer Assessment of Healthcare Providers and System (CAHPS) improvement initiative strategy(s) and programs to improve the patient and family experience in a healthcare setting. In this role, you will maintain a constant focus on emerging trends and work with your team and your leader in developing consumer-centric technologies while providing exceptional service and support. Responsibilities: Collaborates with leadership on a strategic vision of patient, family, and consumer engagement and experience to be cascaded down to all staff members, both clinical and non-clinical Meets with leaders, staff members, clinicians, patients, and families to provide operational leaders with the support needed to hear the voice of the patient and family and create a patient- and family-centric culture Supports a culture where every person, regardless of role, is a care giver Collaborates with, advises, and inspires all MHS team members to improve their patient and family interactions and hardwire proven best practices for highly efficient and effective processes along the patient care journey Supports the creation of the ideal patient, family, and consumer experience through engaging the front-line team and patients through advisory councils, survey responses, rounding and other feedback Requirements: • Bachelor’s degree Five (5) years healthcare experience with at least two (2) years of focused work in patient and family experience Basic experience with/knowledge of Power BI preferred Why MultiCare? Rooted in the local community Partnering with patients, families and neighbors across the Pacific Northwest for more than 140 years. Growth and education Competitive tuition assistance, award-winning residencies, fellowships and career development to invest in you. Well-being and support Generous PTO, Code Lavender and Employee Assistance Programs to help you maintain balance and feel cared in your work and life. Living our values Respect, integrity, kindness and collaboration guide how we care for patients, communities and each other. Belonging for all Resource Groups and outreach programs help ensure every team member feels safe, seen, heard and valued. Pacific Northwest lifestyle Work and live where natural beauty, adventure and strong community connections are part of everyday life. Pay and Benefit Expectations We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The pay scale is $67,662.40 - $97,364.80 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant’s years of experience align. Associated benefit information can be viewed here. MultiCare is a not-for-profit health care organization with more than 28,000 team members, including employees, providers and volunteers. MultiCare has been caring for our community for well over a century, since the founding of Tacoma’s first hospital and today is the largest community-based, locally governed system of health in the state of Washington, serving communities across Washington and Northern Idaho. MultiCare’s comprehensive system of health includes numerous primary care, urgent care and specialty services — including Mary Bridge Children’s Hospital & Health Network; MultiCare Indigo Urgent Care; Pulse Heart Institute; MultiCare Medical Associates, affiliated physicians; MultiCare Rockwood Clinic, the largest multispecialty clinic in the Inland Northwest region; and MultiCare Connected Care, our Accountable Care Organization. Thirteen hospitals complete the organization: Allenmore Hospital, Auburn Medical Center, Capital Medical Center, Covington Medical Center, Deaconess Hospital, Good Samaritan Hospital, Mary Bridge Children’s Hospital — the Puget Sound region’s only children’s hospital and state-designated Level II Pediatric Trauma Center for Western Washington — Overlake Medical Center, Navos Behavioral Health Hospital, Valley Hospital, Yakima Valley Hospital, Tacoma General Hospital — which is home to the South Puget Sound region’s only Level IV Neonatal Intensive Care Unit — and Wellfound Behavioral Health Hospital. Our core values of Respect, Integrity, Stewardship, Excellence, Collaboration, Kindness and Joy, serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other. MultiCare is also proud of our commitment to workforce diversity and culturally competent care. This commitment is led by our CEO and supported through employee education and community outreach. Join our talent network by creating a simple profile with us and we'll see if you're a fit for any current openings! Don't see an opening that fits your current preferences? Create a job alert for the type of job you're looking for, and we'll notify you when one gets posted! Click here to create a Job Alert. MultiCare provides equal employment opportunity to all employees and job applicants. We do not tolerate discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an external job applicant who requires reasonable accommodation in the job application process, please contact the Employee Resource Center (ERC) at View phone number on click.appcast.io and we will assist you with submitting a ticket to initiate your request for accommodation. If you are a current employee, you can submit an ERC ticket or call the ERC for assistance.