Patient Experience Coach II - Office of Patient Experience - Full Time

Summary:

Responsible for Entity level implementation of System patient experience tactics. The primary focus of this position is to glean key insights from Entity level patient experience data analysis and deploy system level tactics in a manner meaningful to the individual culture of the hospital, unit, individual and community. The position will audit and coach Guthrie icare behaviors and round on patients assuring excellent experiences. Will be one of the forward faces of the patient experience within each Guthrie entity, must be passionate about patient centered care and outstanding patient experiences.  Caregiver communication skills play a key role in the patient experience. Must be a strong, action-oriented individual who can partner successfully with the patient experience team and local leadership to accelerate change across the organization while fostering a patient centered culture which enhances organizational performance. Reports directly to the Chief Patient Experience Officer.

Experience:

• Minimum of 5 years of professional experience in health care, hospitality, communication, performance improvement, or a related field is required. 
• Previous work experience in healthcare strongly preferred. 
• Customer service, hospitalist or service-oriented experience preferred.
• Advanced communication skills across various backgrounds required.
• Demonstrated abilities in teaching, coaching and collaboration. 
• Requires strong interpersonal, leadership and presentation skills.

Education:

• Bachelor’s Degree required. Preferably in healthcare, health science, business administration, communication, or related field.
• CPXP (Certified Patient Experience Professional) Certification (timeline – expected within 2 years).

Essential Functions:

• Partners with the System Manager of Data Analytics and System Program Manager to review and analyze Entity specific patient experience data and deploy system tactics in a manner targeted to the individual area. 
• Audits and coaches Guthrie icare behaviors to all levels of caregivers within Guthrie.
• Meaningfully rounds on patients individually and senior leadership for understanding plans of care and real time service recovery. 
• Mastery of coaching and team concepts, interpersonal skills, negotiation techniques, oral and written communication skills, and motivation techniques. 
• Ability to work effectively with a diverse group of caregivers with differing educational backgrounds.
• Helps caregivers learn through formal or informal methods; identifies training needs; provides feedback; coaches others on how to perform tasks; serves as a mentor. 
• Communicates regularly with the system patient experience team regarding data, tactics, rounding, coaching and results. 
• Assists supervisors/managers at all levels in improving their communication and leadership capabilities. Conduct training, one-on-one coaching, facilitates team building, and evaluates the effectiveness of programs. Works with Leaders to resolve discrepancies or conflicts with established training policies. 
• Participates in the monthly Entity specific New Employee icare training as requested.