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Form of work
SalaryDescription
Job Summary: The Patient Experience Coordinator provides strategic leadership and oversight to help create consistent great Patient Experiences across the Phoebe Health System. Oversees the Patient Experience platform and monitors, analyzes, and reports on the voice of the patient. Serves as lead internal Service Excellence consultant to assist in identifying patient expectations/ requirements and developing strategies to meet and exceed identified requirements and organizational needs. Designs, develops, and presents coaching programs and provides consultative support in order to increase operational effectiveness to improve customer satisfaction. Helps implement coaching models to improve staff communication skills with patients. Assists in goal setting for department level, entity and regional patient satisfaction, helps communicate goals, and assists in the development of action plans and time lines for completion. Identifies management training development needs across the system, making recommendations for curriculum content and providing input to how the organization's resources – people, money and time – are developed to meet these needs. Provides input for the design and development of leadership training, as well as coaching and evaluation of both new and ongoing staff training and management/leadership development programs.
Qualifications
EDUCATION REQUIREMENTS: 4 year / Bachelor's Degree in related field (Required)
EXPERIENCE REQUIREMENTS:
CERTIFICATIONS AND LICENSURES:
Job Summary: The Patient Experience Coordinator provides strategic leadership and oversight to help create consistent great Patient Experiences across the Phoebe Health System. Oversees the Patient Experience platform and monitors, analyzes, and reports on the voice of the patient. Serves as lead internal Service Excellence consultant to assist in identifying patient expectations/ requirements and developing strategies to meet and exceed identified requirements and organizational needs. Designs, develops, and presents coaching programs and provides consultative support in order to increase operational effectiveness to improve customer satisfaction. Helps implement coaching models to improve staff communication skills with patients. Assists in goal setting for department level, entity and regional patient satisfaction, helps communicate goals, and assists in the development of action plans and time lines for completion. Identifies management training development needs across the system, making recommendations for curriculum content and providing input to how the organization's resources – people, money and time – are developed to meet these needs. Provides input for the design and development of leadership training, as well as coaching and evaluation of both new and ongoing staff training and management/leadership development programs.
Qualifications
EDUCATION REQUIREMENTS: 4 year / Bachelor's Degree in related field (Required)
EXPERIENCE REQUIREMENTS:
- 2 - 3 years experience of progressively responsible and relevant work experience (Required)
- Previous experience leading a cross-functional, enterprise-wide complex project is strongly (Preferred)
CERTIFICATIONS AND LICENSURES:
- No Certifications are Required or Preferred
