Patient Experience Coach, Jewish Hospital

Job Summary

The Patient Experience Coach partners with Patient Experience and Quality leadership in all in-patient, outpatient and ancillary departments at UofL Health to identify, plan, design and implement patient loyalty improvement strategies.

The incumbent utilizes their knowledge and healthcare operational expertise to collaborate with all leaders (senior leaders through staff) to ensure the organization meets or exceeds the system / quality goals as measured by surveys for patients, employees, and physicians as well as the federal and state required patient surveys (CAHPS).

Responsibilities

Essential Function #1 - The Coach reviews and understands the organization’s patient perception of care data and uses this data to provide in-depth analysis, proactive consultation, coaching and strategy to senior leaders, directors, managers, physicians, and staff in care improvement methods for the assigned departments / entities.

Essential Function #2 - The Coach regularly observes, assesses, and coaches modification in behaviors and workflow practices in the assigned areas to provide best practice recommendations and training.

Essential Function #3 - The Coach facilitates presentations and training programs to leaders and front-line staff on evidence-based patient-centered behaviors.

Essential Function #4 - The coach regularly assesses gaps in existing patient care and proactively develops plans to improve patient perception of care.

The Coach will also participate and support the organization’s Patient Family Advisory Councils.

Essential Function #5 - This position assists leadership in the development of action plans to improve performance : researches, reviews, and implements best practices for patient engagement, 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, Board meetings and team meetings.

Other Functions :

• Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times.
• Adheres to and exhibits our core values as indicated in this document.
• Works collaboratively and supports efforts of team members.Demonstrates exceptional service and interacts effectively with physicians, patients, residents, visitors, staff, and the broader health care community.
• Maintains compliance with all company policies, procedures, and standards of conduct
• Complies with HIPAA privacy and security requirements to always maintain confidentiality
• Performs other duties as assigned

Qualifications

Education

• Master’s degree in business, psychology, social work, nursing, or other healthcare related field (required)
• Licensure in field of study (preferred)

Experience

• Two (2) Years Leadership Experience (required)
• Two Years Coaching in Healthcare settings (preferred)
• Experience with LEAN Six Sigma problem-solving and / or behavior modification required
• Substantial experience in designing and facilitating educational presentations for leaders and front-line staff

Licensure

If Clinical can be examples such as : Physical Therapy, Occupational Therapy, Social Worker, RN

Certification

CPXP (highly recommended at time of hire but must be obtained within 12 months)

Benefits & Perks

• Competitive Pay & Benefits Options
• Paid Vacation, Sick days, and Holidays
• Free tuition to UofL for Part- and Full-time employees for Child / Spouse / Domestic Partner
• 401K with Employer Match

LI-DNI