UofL Health Hiring For Patient Experience Coach, Quality, Uofl Health University Hospital, Days Full Time at Louisville, KY, United States Full Time

Job Description

Overview:

The Patient Experience Coach partners with PEX and Quality leadership in all in-patient, out-patient and ancillary departments at UofL Health to identify, plan, design and implement patient experience improvement strategies. This position uses their knowledge and expertise in patient experience and patient and family centered care to collaborate with other hospital based departments, directors and physicians to ensure the organization meets or exceeds the patient experience goals as measured by voluntary surveys as well as the federal and state required patient experience surveys (CAHPS).
Responsibilities:

The Patient Experience Coach reviews and understands the organization’s patient experience data and uses this data to provide in-depth, proactive consultation, coaching and strategy to directors, managers, physicians and staff in service improvement methods for the assigned departments.
The Coach regularly observes workflow in practices in the assigned areas to provide recommendations and training.
The position helps to develop and implement employee recognition strategies and collaborates with various departments to support promotion and ongoing maintenance of service excellence related programs.
The position may participate and support the organization’s Patient Family Advisory Councils.
This position assists leadership in the development of action plans to improve performance; researches, reviews, and implements best practices for patient experience, provides coaching to all leadership levels concerning the patient experience, service recovery methods, service recognition, and prepares regular and special reports/presentations regarding patient experience performance for leadership and team meetings.
Other duties as assigned.

Skills, Knowledge or Abilities critical to this role:

• Highly proficient in verbal and written English is required.
• Excellent in-person, telephone, and written communication skills to interact with patients, families, UofL Health managers and staff and external clients/ referral sources is required.
• Analytical ability required to investigate patient complaints/grievances and prepare reports
• Strong customer service skills, including problem identification and resolution skills.
• Strong project management skills are required.
• Excellent skills in creating and sustaining change in a large organization and leading through influence is crucial.
• Ability to independently coach and train staff is essential.
• Experience in organizational development is strongly advised.
• Ability to handle conflict resolution accordingly remain tolerant/flexible in all situations.
• Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment.
• Ability to work within a multicultural environment and with a diverse customer base.
• Change management, training development, health care related customer service/patient experience methods and survey methodology.
• Knowledge of CAHPS and Press-Ganey survey methods.

Language Ability:

Highly proficient in verbal and written English is required.
Reasoning Ability:

Ability to break down problems or tasks; scanning one’s own knowledge and experience to identify causes and consequences of events
Computer Skills:

Microsoft office suite
Qualifications:


Education / Accreditation / Licensure (required & preferred):

• RN, Clinical Licensure, Bachelor’s, Master’s degree or minimum of 5 years healthcare background preferably with operational leadership and supervisory experience

Experience:

• Minimum of 1 year coaching experience required.