Coach-Patient Experience

Coach-Patient Experience in Memphis, Tennessee, United States

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Coach-Patient Experience Job ID 38714

Job Category: Administrative Non Clinical Support

Work Type: Full Time

Work Schedule: Days

Department: Human Resources

Facility: BMHCC System Services

Location: Memphis, TN

Overview

Provides coaching support to front line team members and facility leaders to support the deployment of patient experience goals and initiatives. Responsibilities include but are not limited to:

• Monitor and interpret patient experience scores for trends and opportunities at individual facility levels
• Work collaboratively with the corporate patient experience team in the development and deployment of patient experience strategies
• Works closely with leadership teams to identify, prioritize, plan, and oversee facility improvement efforts

Responsibilities

Conducts direct observations of clinical and non-clinical operational processes.

• Works collaboratively with clinical and non-clinical leaders and team members through routine rounding on patients and families in order to identify current state service gaps to enhance the patient experience.

• Works with the Director of Patient Experience and facility leadership teams to develop, implement, and evaluate effective innovative solutions to address a broad range of customer service operational issues.

• Utilizes evidence-based data and metrics to ensure consistency, standardization, and seamlessness in the patient experience system-wide.

• Provides consultation and coaching services to leadership and frontline team members as it relates to service gaps, assigned projects, and/or specific focus areas.

• Assists in continuous patient experience processes as the facilitator/coach.

• Ensures all necessary follow-up action items are completed, reported, and documented in order to close any loops.

• Leads and participates in various process improvement activities as applicable aimed at improving the patient experience while providing ongoing feedback and recognition where appropriate.

• Assists in the aggregation and analysis of patient experience data and reports findings to the appropriate committees.

• Performs periodic audits to ensure consistent application of evidence-based tools and techniques.

• Assists with staff education on improving patient experience opportunities.

• Provides strong knowledge of best practices, service improvement, and problem-solving to improve the patient experience.

• Participates in facility patient and family councils and advisory groups and uses feedback to strengthen local patient experience efforts through community awareness.

Specifications

• Experience: Minimum of 3 years demonstrated experience in areas of service excellence or customer relations. Experience in a hospital or health system preferred. 2 years coaching consulting experience. Preferred.
• Education: Minimum Required: Bachelors degree in business, nursing, or a related field or equivalent experience. Preferred.
• Training: Minimum Required: Preferred.
• Special Skills: Minimum Required: Preferred.
• Licensure: Minimum Required: Preferred.

Equal Opportunity

Baptist is an equal employment opportunity employer and prohibits discrimination based on an individuals race, color, religion, national origin, pregnancy, sex, age, handicap, disability, physical, visual, or mental creed, marital, and veteran status genetic information or any other category protected by federal or state law with respect to all aspects of the employment process, including recruitment, selection, placement, promotion, wages, benefits, and other terms and conditions of employment.

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