Patient Experience Coach

At CHI Health Creighton University Medical Center - Bergan Mercy our focus is patient-centered care. Our level I trauma center and academic medical center campus is designed to heal the body mind and spirit of every person in a more comfortable less stressful hospital environment. Our full range of medical services includes trauma services heart and vascular care emergency services surgery maternity cancer care and diagnostic imaging.

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.  

Patient Experience Coach

Location: Creighton Bergan Medical Center

1. Provide internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals.
2. 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.
3. Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate.
4. 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.
5. Provide recommendations action plans to local leadership regarding data analysis and observations. 
6. 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. 
7. Participate in patient experience team meetings and other action committees to provide support, feedback and guidance.  
8. Assist leaders in the development of improvement action plans; researches, reviews, and recommends evidence-based practices for patient experience and service recovery as appropriate.

       9.Prepare reports and presentations that depict performance trends in an easy to consume and understand format.

Required Bachelor's degree. 

Excellent verbal and written communication skills.

Proven ability to make oral presentations and facilitate small or large groups.
Practices excellent active listening and coaching skills.
Ability to manage multiple tasks and priorities in daily and long-term assignments.
Self-motivated, well organize, and detail-oriented. 

Computer proficiency with Google Suite (Docs, Sheets & Slides.)