What are the responsibilities and job description for the Patient Experience Coach position at Trinity Health System?
Job Summary / Purpose
This position contributes to the fulfillment of the Trinity Health System mission and vision by working closely with leadership to strategically identify Patient Experience needs for Trinity Health System. Responsible for supporting system-wide programs, initiatives, projects and interventions focused on ensuring that our patient’s experience is consistent and exceptional. The Patient Experience Coach will work closely with hospital leaders to identify, prioritize and plan improvement efforts through data analysis and observation.
Essential Key Job Responsibilities
Required Education for Staff Job Levels
This position contributes to the fulfillment of the Trinity Health System mission and vision by working closely with leadership to strategically identify Patient Experience needs for Trinity Health System. Responsible for supporting system-wide programs, initiatives, projects and interventions focused on ensuring that our patient’s experience is consistent and exceptional. The Patient Experience Coach will work closely with hospital leaders to identify, prioritize and plan improvement efforts through data analysis and observation.
Essential Key Job Responsibilities
- Provide internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals. Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate.
- Round on and engage patients and families directly to improve the patient experience and respond to service failures.
- Assist in implementation and maintenance of patient experience efforts in the hospital and ED.
- Provide recommendations to local leadership regarding data analysis and observations.
- Participate in patient experience team meetings, PFACs, grievance and other action committees to provide support, feedback and guidance.
- Other duties as assigned.
Required Education for Staff Job Levels
- Associate’s Degree and minimum of 1 year experience in the discipline OR 3 years’ experience in the discipline OR Bachelor’s Degree and no experience
- Licensure and certification required in alignment with clinical background if applicable.
- 1 year of healthcare experience.
- Excellent verbal and written communication skills.
- Proven ability to make oral presentations and facilitate small or large groups.
- Practices excellent active listening and coaching skills.
- Ability to manage multiple tasks and priorities in daily and long-term assignments.
- Self-motivated, well organized, and detail-oriented.
- Computer proficiency with MS Office products (Word, Excel & PowerPoint)
- Experience with the CAHPS survey process.
- Clinical experience or licensure
