Patient and Family Experience Coach

MultiCare Health System; Tacoma (WA); On-site; USD 83,000 - 119,000; Full time

Benefits offered by this job

Generous PTO

Tuition assistance and education

Job summary

MultiCare Tacoma General Hospital in Tacoma, WA seeks a Patient and Family Experience Coach to drive CAHPS improvement initiatives and design patient-centric service experiences across the care journey.

The role partners with leaders, advisory boards, and committees to embed best practices, assess processes, and develop consumer engagement strategies while leveraging analytics and Power BI to measure outcomes.

Qualifications

• Bachelor’s degree in healthcare, business, education, organizational development, or related field.
• 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.

Responsibilities

• Identifies, designs, and implements Patient Experience best practices and innovative solutions in all areas, to include CAHPS improvement strategy(s).
• Assesses and recommends internal patient and family experience processes.
• Researches and innovates service practices with leadership, vendors, and external experts to improve patient experience performance.
• Develops and implements tactics to address changing needs in response to virtual health and consumerism.

Skills

CAHPS knowledge

Patient advocacy

Power BI

Education

Bachelor’s degree in healthcare, business, education, organizational development, or related field

Advanced education in healthcare, business, or coaching

Tools

Power BI

Job description

Join a team that shares your calling At MultiCare, you’re more than just a job title — you’re part of a team built on trust that cares for each other, our patients and our communities. Belonging here means living our mission and values every day. If your purpose and passions align with ours, you’ll find a place to grow, do meaningful work and build a career you love in a community that feels like home.

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 “patient and family as the center” 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

• Bachelor’s 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 Children’s, 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 — outdoor enthusiasts, families and young professionals alike. With strong schools and universities, it’s a city where you can live, work and play.

Why MultiCare?

Rooted in the local community

Partnering with patients, families and neighbors across the Pacific Northwest for more than 140 years.

Growth and education

Competitive tuition assistance, award‑winning residencies, fellowships and career development to invest in you.

Well‑being and support

Generous PTO, Code Lavender and Employee Assistance Programs to help you maintain balance and feel cared in your work and life.

Living our values

Respect, integrity, kindness and collaboration guide how we care for patients, communities and each other.

Belonging for all

Resource Groups and outreach programs help ensure every team member feels safe, seen, heard and valued.

Pacific Northwest lifestyle

Work and live where natural beauty, adventure and strong community connections are part of everyday life.

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 applicant’s years of experience align.

Associated benefit information can be viewed here.