Patient and Family Experience Coach

multicare; Tacoma (WA); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Generous PTO

Code Lavender

Employee Assistance Programs

Résumé du poste

MultiCare seeks a Patient and Family Experience Coach to drive patient-centered strategies across services and CAHPS improvement initiatives. You will lead advisory interactions, design consumer-focused experience programs, and partner with leaders to embed best practices in the patient journey.

The role emphasizes collaboration with committees and community stakeholders to hardwire exceptional patient and family engagement while advancing service excellence in a dynamic healthcare setting.

Qualifications

• Bachelor's degree in healthcare, business, education, organizational development, or related field is required.
• Ten years of experience in a health care setting or equivalent.
• In-depth knowledge of CAHPS patient experience surveying and related programs.
• Experience facilitating patient advocacy groups or similar groups.
• Experience designing customer service programs to support organizational goals.
• Operational healthcare experience is preferred.
• Baseline understanding of Power BI functionality is preferred.

Responsabilités

• Identifies, designs, and implements patient experience best practices and CAHPS improvement strategies.
• Assesses internal patient and family experience processes and benchmarking services.
• Researches and innovates service practices with leadership, vendors, and experts to improve patient experience performance.
• Develops tactics addressing changing needs in virtual health and consumerism.

Connaissances

Patient advocacy

Customer service

Leadership

Formation

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

Advanced education in healthcare, business, or coaching

Outils

Power BI

Description du poste

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


• Employee Assistance Programs

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 stron