Patient Experience Coach

21 hours ago

Fredericksburg, United States Mary Washington Healthcare Full time
Start the day excited to make a difference...end the day knowing you did. Come join our team.

Job Summary:

The Patient Experience (PX) Coach plays a crucial role in guiding Mary Washington Healthcare (MWHC) leaders and Associates throughout the system to deliver compassionate and outstanding care experience. This position collaborates with the PX team, MWHC leadership, frontline Associates, physicians, patients and families, as well as other internal and external partners to co-design, implement and support the execution of effective strategies and action plans aimed at achieving strategic goals, as measured by voluntary surveys and CMS-required Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys.

The PX Coach will build relationships and adopt a proactive, data-driven approach to support improvement strategies and initiatives. The position will also maintain a high level of visibility in coaching areas to support engagement and effectiveness.

Essential Functions & Responsibilities:

  • Coaching- Direct observations and coaching of clinical and non-clinical Associates, leaders, and physicians. Through crucial conversations and strategic recognition, provide specific feedback on communication, empathy, active listening, and other agreed-upon standard practices & behaviors essential to the care experience.
  • Skill Building and Training - Instructional design and facilitation of skill-building activities and content based on evidence-based practices, including subsequent observations to ensure effectiveness and impact. Lead skill-building sessions for clinical and non-clinical Associates, leaders, and physicians focused on standard practices and programs essential to the care experience.
  • Patient Voice Interpretation - Interpret the voice of the patient via surveys, comments, patient relations data, rounding, and other identified sources.
  • Needs Assessment and Action Planning - Partner with departmental leadership to co-design data-driven performance improvement action plans and sustainability processes to achieve strategic goals related to the care experience. Use direct observations, data review, and structured performance improvement principles (i.e. LEAN, Six Sigma, etc.) to facilitate needs assessment for co-designing, implementing, evaluating, and communicating performance improvement progress of action plans.
  • Data Analysis - Analyze care experience-related data, insights, and patient feedback from various sources (e.g., CAHPS surveys, comments, focus groups, complaints, grievances, observations) to track performance, make recommendations, and facilitate proactive coaching.
  • Insight Translation - Translate and communicate insights to key stakeholders through effective storytelling and data visualization techniques, including graphical displays and presentations.
  • Reporting and Communication - Produce and deliver standard and customized PX reports, dashboards, and analyses on a monthly, quarterly, annual, and ad hoc basis based on business needs. This includes presenting reports in various public forums.
  • Relationship Building - Establish a rapport and maintain collaborative relationships, demonstrating self-motivation and initiative.
  • Patient Rounding - Conduct patient and family rounds to assess the current state of the care experience and gain actionable insights of the impact and consistency of standard behaviors and practices.
  • Performs other duties as assigned.
Qualifications:
  • Required:
  • Minimum of five years of related experience
  • Within one year of employment, obtain Certified Patient Experience Professional (CPXP) certification
  • Ability to conceptualize, implement, and evaluate solutions for process improvement
  • Data interpretation and report generation. Ability to interpret data and translate into actionable insights
  • Strong organizational skills and the ability to manage multiple projects simultaneously
  • Experience with change management and process improvement methodologies
  • Excellent written and oral communication skills with the ability to interface effectively at various organizational levels
  • Experience with re-establishing trust and ensuring a positive interaction after a service breakdown
  • Proficient with Microsoft Office. (Excel, Word, PPT, Vizio)
  • Ability to lead and inspire others, providing constructive feedback and motivation
  • Empathy and emotional intelligence, with a commitment to fostering a compassionate care environment
  • Ability to actively listen, respond clearly with patients, families, and Associates
  • Preferred:
  • Bachelor's degree preferred in nursing, business administration, health administration, public health, or related field
  • Experience with LEAN principles and healthcare-related customer service/patient experience methods, as well as survey methodologies
  • Experience in project management and organizational development
  • Experience in healthcare, education, or related field
  • Experience working with culturally diverse populations
  • Knowledge of CAHPS and survey methods


As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

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