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Patient Experience Coach
4 months ago
CHI Health Immanuel located in North Omaha just off of I-680 on 72nd Street offers a full-service hospital cancer center rehabilitation center specialty spine hospital and more. For well over a century our commitment to serve our community inspires our staff to provide the highest quality of care to all who we have the privilege to serve.
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 Patient Experience Coach will work closely with hospital leaders to identify, prioritize and plan improvement efforts through data analysis and observation.
Responsibilities
Patient Experience Coach
Location: Immanuel Medical Center
Provide internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals. 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. Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate. 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. Provide recommendations action plans to local leadership regarding data analysis and observations. 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. Participate in patient experience team meetings and other action committees to provide support, feedback and guidance. Assist leaders in the development of improvement action plans; researches, reviews, and recommends evidence-based practices for patient experience and service recovery as appropriate.
Qualifications
Bachelor's degree
