Patient Experience Specialist & Coach Full Time Days - East Tennessee Children's Hospital : Job Details

Basic Purpose of the Job The Patient Experience Specialist & Coach plays a pivotal role in ensuring that patients receive exceptional care and a positive experience throughout their healthcare journey. This individual serves as a liaison between patients, families, and healthcare providers, advocating for patients' rights, and improving patient satisfaction. Additionally, they mentor and coach healthcare staff on effective communication, empathy, and patient-centered care practices, fostering a supportive and compassionate environment for all patients. Reports To

• Patient Experience Manager

Job Requirements Supervisory Responsibilities: No Minimum Education: Bachelors degree Degree: Psychology, Human Services, Social Work or related field preferred License/Certification Required: Eligible for CPXP certification within 1 year of hire Minimum Work Experience: 2 years of related experience required. Background in guest relations/customer service preferred Required Knowledge, Skills, and Abilities

• Excellent communication skills: strong oral and written communication skills to effectively convey information and interact with patients, families, and healthcare teams.
• Advocacy and Conflict Resolution: Ability to advocate for patients and manage conflicts in a constructive and respectful way.
• Team Collaboration: Ability to work collaboratively with team members to achieve optimal outcomes.
• Critical Thinking and Problem-Solving: Strong skills in assessing and analyzing situations, identifying issues, and developing effective solutions.
• Time Management and Organization Skills: Exceptional ability to manage time effectively, prioritize tasks, and stay organized in a fast-paced environment.
• Healthcare Operation Knowledge: Basic understanding of healthcare systems, hospital operations, and available patient resources.
• Experience in coaching, mentoring, or training team members.

Preferred Skills:

• Experience in leading patient experience improvement initiatives or projects.
• Familiarity with patient experience measurement tools and surveys.

Duties and Responsibilities:

• Patient Experience Specialist:
  • Serve as the primary point of contact for patients, families, and caregivers to escalate healthcare concerns and resolve issues.
  • Work with Patient Experience Manager to serve as central registry for all complaints/grievances working to resolve them according to hospital policy.
  • Educate patients on their rights and available resources, ensuring they are well-informed and supported throughout their healthcare experience.
  • Provide emotional support and guidance to patients in navigating complex medical situations and decisions.
  • Advocate for patient safety and quality care, ensuring that patient preferences are integrated into the care process.
  • Execute patient experience rounding for proactive support of patients and staff.
  • When warranted, facilitate service recovery with patients and their families.
• Patient Experience Coach:
  • Lead training sessions and workshops to improve patient interaction skills, emphasizing effective communication, empathy, and compassionate care practices.
  • Mentor and provide feedback to healthcare staff on best practices for patient engagement, conflict resolution, and enhancing the overall patient experience.
  • Develop and implement strategies/education aimed at improving the patient experience across the healthcare facility.
  • Work with leadership to create and promote a culture of patient and family-centered care, and Service Excellence, ensuring that the patient's voice is heard and respected in all interactions.
• Quality Improvement:
  • Participate in initiatives aimed at improving patient satisfaction, and develop action plans to address patient concerns, complaints, and suggestions.
  • Analyze patient satisfaction data, identify recurring issues, and work with relevant teams to address systemic concerns.
  • Advocate for policies and procedures that enhance patient experience and meet the needs of diverse patient populations.
  • Monitor patient satisfaction data and feedback, analyze trends, and collaborate with healthcare teams to identify and address areas for improvement.

Physical Requirements:

• Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.
• Light lifting, pushing and pulling is required for 1-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending, and reaching is required. Keyboard/computer use and/or repetitive motions may be required.

Come work where you can make a difference everyday.