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Patient Experience Coach

Company: St. Lukes University Health Network
Location: Allentown
Posted on: November 10, 2019

Job Description:

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. JOB DUTIES AND RESPONSIBILITIES: - Responsible for building successful relationships and fostering open communications in order to facilitate coaching. - Develops and facilitates training and educational programs targeted to the patient experience, customer service trends, and other methodologies to improve patient satisfaction scores and the overall patient experience. - Assist leaders in the development and cost-effective implementation of strategies aimed at maximizing patient experience and ensure they possess the necessary tools and support to do so. - Responsible for supporting Network-wide programs, initiatives, projects, and interventions focused on ensuring that our patients experience is consistent, seamless, and exceptional. - 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. - Works in partnership with assigned teams and collaborates with hospital and physician group departments, leadership, staff, and physicians to ensure the organization meets or exceeds the patient experience goals. - Quickly establishes rapport and engage with employees, providers, patients and families. - Reports and understands the organizations patient experience data and uses this data to provide in-depth, proactive consultation, coaching and direction to directors, managers, physicians and staff in service improvement methods. - Regularly observes workflow in practices in assigned areas such as inpatient nursing units, ambulatory care, emergency departments, pediatrics, physician practices and ancillary/support service departments, i.e., nutrition and environmental services, to provide recommendations and training. - Focus on coaching the execution of the SLUHN patient experience standard work, model PCRAFT Values, and Service Standards of Behaviors, design and facilitate workshop/in-services, evaluate processes, analyze information and generate or refine training solutions. PHYSICAL AND SENSORY REQUIREMENTS: Requires sitting up to 4 hours per day, 2 hours at a time. Standing for up to 4 hours per day, 3 hours at a time. Requires occasional fingering, handling and twisting and turning. Occasionally requires lifting, carrying, pushing and pulling objects weighing up to 50 pounds. Transport patients via wheelchair. Occasionally requires reaching above shoulder level. Must have the ability to hear as it relates to normal conversation, see as it relates to general, peripheral and near vision, visual monotony. EDUCATION: Required Bachelors degree in Business, Social Work, Communication, Psychology, Sociology, Nursing or related field. T RAINING AND EXPERIENCE: Four or five years of working in healthcare; preferred hospital experience. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer.

Keywords: St. Lukes University Health Network, Allentown , Patient Experience Coach, Education / Teaching , Allentown, Pennsylvania

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