Patient Experience Coach

3 weeks ago

Winfield, Illinois, United States Northwestern Memorial Healthcare Full time
Job Description

The Engagement Coach reflects the mission, vision, and values of Northwestern Memorial Healthcare, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and accreditation standards.

This position is responsible for the day-to-day coordination of key patient experience programs and departmental coaching and consulting across Northwestern Medicine.

Responsibilities:
  • Deliver Exceptional Patient Experience
    • Present a friendly, approachable, professional demeanor and appearance.
    • Provide accurate information and timely updates to patients and customers.
    • Address questions and concerns promptly, or identify appropriate person and resources to do so.
    • Provide directions or help to patients and customers with finding their way.
    • Use effective service recovery skills to solve problems or service breakdowns when they occur.
  • Collaborate with Cross-Functional Teams
    • Demonstrate teamwork by helping co-workers within and across departments.
    • Communicate effectively with others, respect diverse opinions and styles, and acknowledge the assistance and contributions of others.
    • Serve as a role model and coach to others; build partnerships and teams.
  • Patient Satisfaction Data Analysis
    • Work with NM Analytics department to develop and distribute automated patient satisfaction reporting and dashboards through the EDW.
    • Create, distribute, and analyze monthly patient satisfaction reports utilizing NM and vendor reporting tools (Press Ganey Online, EDW, etc.).
    • Create and complete ad-hoc patient satisfaction reports and presentations as requested by internal customers and departments.
    • Pro-actively monitor patient satisfaction survey data and comments to identify trends, changes, and areas of opportunity.
  • Patient Experience Coaching and Program Management
    • Define and execute innovative analytic approaches to strategic questions, to provide executive-level recommendations and reports based on effective analysis and research.
    • Draw upon healthcare knowledge, trends, and experiences to inform analysis and to highlight relevant implications for the organization.
    • Design and package Board and executive-level presentations and written communications with minimal oversight.
    • Apply project management methodologies, such as developing project charters and monitoring/measurement systems, to implement strategic initiatives.
    • Function as an internal consultant to leaders across the organization: provide data collection and analysis, develop strategic plans, and implement project plans.
  • Additional Responsibilities
    • Consistently demonstrate a professional, self-directed approach to department responsibilities.
    • Consistently demonstrate flexibility and organization while maintaining high levels of performance under stressful situations.
    • Meet with assigned departments, leadership teams, or other internal stakeholders to review performance and create and manage improvement plans.
    • Provide training on data sources, tools, and planning methodologies to team members when needed.
    • Encourage and facilitate continuous learning and development, for self and others.
    • Attend staff or leadership meetings when applicable, rounds regularly on patients and staff.
    • Work with NM system functions to implement programs and initiatives that support improving the patient experience (NM Academy, HR, Process Improvement, Analytics, etc.).
    • Provide leadership on other departmental projects as assigned.
    Qualifications:
    • Education and Experience
      • Bachelor's Degree and/or equivalent experience.
      • 5-7 years of patient experience or customer service coaching and/or program management.
    • Skills and Abilities
      • Experience in strong customer service environment with demonstrated commitment to improving the patient experience.
      • Facilitation/Project Management of change initiatives across various levels of an organization.
      • Solid presentation skills with a high level of energy and enthusiasm.
      • Proven software competencies (Excel, PowerPoint, Access); highly skilled in Excel.
      • Flexible/adaptable ability to work with diverse group of healthcare professionals in a matrix environment.
      • Excellent organizational, communication, and interpersonal skills.
    • Preferred Qualifications
      • Masters Degree in relevant field.
      • Licensed Registered Nurse.
      • Direct patient care experience in some capacity (nurse, social work, lab/procedural, technician, etc.).
      • Previous experience with patient satisfaction vendors, Press Ganey, and/or other.
      • Knowledge of patient loyalty as a strategic growth initiative.

Northwestern Memorial Healthcare is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.

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