Patient and Family Experience Coach

FTE: 1.0, Shift: Variable, Schedule: Full Time, Variable Schedule

Position Summary

The Patient and Family Experience Coach is responsible for applying consultative, facilitative and collaborative skills - along with knowledge of established and innovative service philosophies and practices - to drive the design and implementation of Patient and Family Experience best practices in all areas, inclusive of Consumer Assessment of Healthcare Providers and Systems (CAHPS) improvement initiatives strategy(s) and programs to improve the patient and family experience in a health care setting.

In this role you will maintain a constant focus on emerging trends and work with the team to develop consumer-centric technologies while providing exceptional service. As a system champion dedicated to creating a world-class culture of excellence in patient, family, and consumer experience, the Patient and Family Experience Coach drives a singular focus of 7patient and family as the center8 of all work, collaborating with leaders at all levels to develop and implement a strategic vision of patient, family, and consumer engagement and experience. Through Patient Experience Committees, Family and Patient Advisory Boards, survey responses, rounding, and other feedback, they help to build a culture where every single person is a care giver, collaborating, advising, coaching, and inspiring all care givers to improve their patient and family interactions and hardwire proven best practices for highly efficient and effective processes along the patient care journey.

Responsibilities:

• Identifies, designs, and implements Patient Experience best practices and innovative solutions in all areas, to include CAHPS improvement strategy(s) in areas where CAHPS surveys are deployed
• Assesses and recommends internal patient and family experience processes and benchmarking services
• Researches and innovates service practices, in conjunction with leadership, vendors, and external experts to develop tactics to improve patient experience performance, including CAHPS performance
• Develops and implements tactics to address changing needs in response to virtual health, consumerism, and other industry shifts

Requirements:

• Bachelor6s degree in healthcare, business, education, organizational development, or related field
• Advanced education in healthcare, business, or coaching preferred
• Ten (10) years of experience in a health care setting
• Experience facilitating patient advocacy groups or similar groups
• In-depth knowledge of CAHPS patient experience surveying, customer service programs, and tactics
• Experience in designing customer service programs to support organizational goals preferred
• Operational experience in a healthcare setting preferred
• Baseline understanding of Power BI functionality preferred

About Tacoma General Hospital

MultiCare Tacoma General Hospital, in the heart of Tacoma, WA, is a 367-bed regional medical center delivering cutting-edge care. With a 24-hour Emergency Department, Level II Adult Trauma Center, advanced cardiac, neurological, orthopedic and robotic surgery, Tacoma General combines innovation with compassionate care. Home to the MultiCare Regional Cancer Center, a Family Birth Center and specialized neonatal care in partnership with Mary Bridge Children6s, our collaborative, mission-driven teams offer a rewarding environment for career growth and professional excellence.

About the Tacoma Community

Tacoma, just 30 miles south of Seattle, blends big-city amenities with the beauty of the Pacific Northwest. From scenic waterfronts and mountain trails to vibrant arts, dining and brewery scenes, Tacoma offers something for everyone 7 outdoor enthusiasts, families and young professionals alike. With strong schools and universities, it6s a city where you can live, work and play.

Pay and Benefit Expectations

We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The pay scale is $82,888.00 - $119,288.00 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant6s years of experience align.

Associated benefit information can be viewed here.