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About the Role
As a Patient Experience Coach, you will foster a patient-centered culture, guiding staff to enhance the patient journey and improve satisfaction. Your role drives improvements in communication, empathy, and service.
Responsibilities
- Conduct training, coach individually, and facilitate workshops on patient experience best practices.
- Analyze feedback, identify improvements, and collaborate on strategies to address patient needs.
- Provide internal coaching and consulting to hospital leadership and frontline staff to drive patient experience improvement/goals.
- Observe workflow of front line staff and provide recommendations for improvement.
- Coach 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.
Requirements
- Associate’s Degree and minimum of 1 year experience in the discipline, upon hire
- 3 years’ experience in the discipline
- Bachelor’s Degree and no experience, upon hire
- 1 year of healthcare experience
- Experience with the CAHPS survey process.
Skills
- Exceptional communication/interpersonal skills
- Deep understanding of patient experience principles
- Deep understanding of healthcare operations
Location
- London
Work Type
- Full-time
Experience Level
- 1 year experience
- 3 years experience
Education Level
- Associate's Degree
- Bachelor's Degree
About the Company
- Welcome to Saint Joseph London, a 150-bed regional hospital founded in 1926.
- Located on a 52 acre healing environment, Saint Joseph London offers private patient rooms that overlook a small lake and healing garden.
- Saint Joseph London has been recognized as a Best Place to Work in Kentucky for five years in a row (2020-2024).
- CHI Health Saint Joseph is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people.
- CommonSpirit Health has approximately 175,000 team members and 25,000 physicians and advanced practice clinicians.
- CommonSpirit Health's commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff.
- CommonSpirit Health delivers clinical excellence across a system of 140 hospitals and more than 2,200 care centers serving 24 states.