Patient Experience Coach RN

CHI Mercy Health Valley City part of CommonSpirit Health has been a part of the Valley City community since 1928 when it was founded by the Sisters of Mercy. Their vision was to build healthier communities through a healing ministry.  Over the years we’ve progressed to meet the needs of the community. We are always here for you to keep your medical needs close to home and convenient. We are always just down the road and have offered services for decades.

This position contributes to the fulfillment of the CHI Health mission and vision by working closely with leadership to strategically identify Patient Experience needs for CHI Health.  Responsible for supporting system-wide programs, initiatives, projects and interventions focused on ensuring that our patient’s experience is consistent and exceptional. The Care Experience Coach-RN will work closely with hospital leaders to identify, prioritize and plan improvement efforts through data analysis and observation.

RN-Patient Experience Coach

Location: Mercy Hospital, Council Bluffs, IA

1. 1. Provide internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals.
   2. Interprets patient experience performance through survey data and patient/family complaint trends to provide in-depth, proactive consultation, coaching and improvement tactics to leaders, physicians and staff.
   3. Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate.
   4. Perform data analyses and process observations in key hospital service line areas (i.e. inpatient, outpatient, ED, etc.) in order to identify and address current service performance gaps.
   5. Provide recommendations action plans to local leadership regarding data analysis and observations. 
   6. Assist leaders in development and cost-effective implementation of strategies aimed at maximizing patient experience and ensure they possess the necessary tools and support to do so. 
   7. Participate in patient experience team meetings and other action committees to provide support, feedback and guidance.  
   8. Assist leaders in the development of improvement action plans; researches, reviews, and recommends evidence-based practices for patient experience and service recovery as appropriate.
   9. Prepare reports and presentations that depict performance trends in an easy to consume and understand format. 
   10. Assist with quality and safety audits of clinical practices as needed.

Bachelor’s Degree
3 or more years in acute and/or clinic experience as an RN.

Active RN licensure in the state of Nebraska,
Iowa, or nurse licensure compact.