Patient Experience Coach

Job Ref
1701736
Category
Professional & Business Support
Job Family
Healthcare Administration
Department
Schedule
Full-time
Facility
Network Administration

7300 Shadeland
Indianapolis, US-IN 46256
United States

Shift
Day Job
Hours
8:00am - 5:00pm
Job Location
This Patient Experience Coach position is focused on acute care, and will work with the hospitals in Community Health Network. The office will be at 6626 E 75th St., but regular travel throughout the Network is required.

Job Duties
  • The Patient Experience Coach plays a key role in improving the customers' experience through leading network-wide adoption of The Community Way (TCW). This will increase leader and caregiver acceptance and usage of TCW, resulting in consistent execution of evidence-based practices with the goal to deliver an exceptional experience with every life we touch.
  • In partnership with CHNw business partners, the Patient Experience Coach analyzes data, observes, and builds action plans incorporating TCW components that align with vision, mission, values, standards of behavior and servant leadership. This position coaches leaders to drive consistent outcomes aligned with improving the customers' and caregivers' experiences, as well as other key network strategies.
  • Primary elements of the Patient Experience Coach role include: monitoring outcomes, viewing our systems and processes through the eyes of our customers, coaching and developing leaders, spread and change management, partnering and communicating with senior leadership, and network-wide communication strategies targeted to generate energy to improve the patient and caregiver experience.
Experience
  • Prefer acute care nurse with strong management experience
  • 5-7 years of operational healthcare experience required
  • 3-5 years of leadership experience
  • Change management principles, methodologies and tools, large scale organization change efforts
  • Demonstrated success with evidence-based leadership / management practices
  • Practical experience in establishing project/coaching plans and developing and measuring key performance indicators (KPIs)
  • Project management experience preferred
Education
Bachelor’s degree required. 

Skills
  • Exceptional communication skills, both written and verbal
  • Excellent active listening skills
  • Ability to clearly articulate messages to a variety of audiences
  • Ability to establish and maintain strong relationships 
  • Ability to influence others and move toward a common vision or goal 
  • Flexible and adaptable; able to work in ambiguous situations
  • Resilient and tenacious with a propensity to persevere
  • Forward looking with a holistic approach
  • Organized with a natural inclination for planning strategy and tactics
  • Problem solving and root cause identification skills
  • Able to work effectively at all levels in an organization
  • Must be a team player and able to work collaboratively with and through others
  • Acute business acumen and understanding of organizational issues and challenges
Additional InformationThis is an acute care (hospital-based) position. Regular travel is required throughout the Network. The office will be at 6626 E 75th St.
Keywords
Leadership, project management, communication, coaching

Ranked among the nation's most integrated healthcare systems, Community Health Network is Central Indiana's leader in providing convenient access to exceptional healthcare services, where and when patients need them – in hospitals, health pavilions and doctor's offices, as well as workplaces, schools and homes. Exceptional care, simply delivered.

Community is a non-profit health system that is deeply committed to the communities we serve with more than 200 sites of care and affiliates throughout Central Indiana. Guided by our PRIIDE Values – Patients First, Relationships, Integrity, Innovation, Dedication and Excellence – our team of caregivers is committed to providing an exceptional experience with every life we touch.

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