Patient Experience Coach Nurse

Dignity Health; Phoenix (AZ); On-site; USD 52,000 - 77,000; Full time

Benefits offered by this job

Culture of Excellence & Well-being

Community & Collaboration

Legacy of healing and humankindness

Job summary

Saint Joseph’s Hospital and Medical Center (SJHMC) in Phoenix, AZ is seeking a Patient Experience Coach for the Emergency Department. The role focuses on fostering a patient-centered culture through staff coaching, training sessions, and workshops aimed at enhancing communication, empathy, and service delivery.

You will conduct daily training, provide individual coaching, and facilitate workshops on patient experience best practices.

Qualifications

• Bachelor's of Science in Nursing required.
• Three (3) years or more experience as an RN.
• Registered Nurse: AZ license.
• American Heart Association Basic Life Support (BLS) certification required.

Responsibilities

• Develop and deliver training to staff on patient experience best practices.
• Coach individuals and facilitate workshops to improve patient journey and satisfaction.
• Analyze patient feedback and collaborate on strategies to address needs.
• Engage in daily patient rounds and participate in satisfaction activities.
• Promote the Five Fundamentals of Service (AIDET) and HEART Service Recovery principles.

Skills

Communication

Interpersonal skills

Coaching

Education

Bachelor's degree in Nursing

Tools

BLS Certification

Job description

Job Summary And Responsibilities

As a Patient Experience Coach in the Emergency Department, you will foster a patient-centered culture, guiding staff to enhance the patient journey and improve satisfaction. Your role drives improvements in communication, empathy, and service.

Every day you will conduct training, coach individually, and facilitate workshops on patient experience best practices. You'll analyze feedback, identify improvements, and collaborate on strategies to address patient needs.

To be successful, you need exceptional communication/interpersonal skills and a deep understanding of patient experience principles and healthcare operations.

• Participates in daily patient rounds and other patient satisfaction activities
• Possesses the ability to connect with the patient and actively listen, while drilling down into the patient experience to identify strengths and opportunities for improvement
• Promotes the use of the Five Fundamentals of Service (AIDET) and Evidenced Based Practices for interactions with patients and visitors
• Communicates effectively with patients and families to resolve issues and provides service recovery when needed using HEART Service Recovery model
• Responds to service requests and feedback received from Care Advisor
• Provides hands on patient care as appropriate to meet the needs of the patients and department.

Please note: The schedule is 40 hour weeks including three 12 hour days plus 4 hours in office. Two weekend shifts per month.

Job Requirements

• Bachelors of Science Nursing
• Three (3) years or more experience as an RN
• Registered Nurse: AZ
• American Heart Association
  • Basic Life Support (BLS)

Preferred

• One (1) year in management /supervisory (charge nurse, shift lead) or
• Similar healthcare leadership role with five (5) years or more experience
• ED position Emergency Medicine experience

Where You'll Work

Hello Humankindness: Join a Legacy of Healing at Saint Joseph’s Hospital and Medical Center (SJHMC)

Ready to make a real difference? Join SJHMC in Phoenix AZ., a 571-bed nonprofit founded by the Sisters of Mercy over 125 years ago. We're more than a hospital; we're a global destination for life-changing care, embracing patients with humankindness.

Here, your calling will flourish. We're not just a workplace; we're a community dedicated to a mission of service.

Leaders In Specialized Care

• Barrow Neurological Institute (BNI): A world-renowned center for groundbreaking neurological research and innovative treatments.
• Norton Thoracic Institute (NTI): A national leader in advanced thoracic care with pioneering surgical techniques.
• Level I Trauma Center: One of Arizona's busiest ERs, providing immediate, comprehensive care for critically injured patients 24/7.

Why SJHMC?

• Culture of Excellence & Well-being: We care for our people, fostering professional and personal growth.
• Community & Collaboration: Be part of a network committed to global health and well-being.
• Join a Legacy, Shape a Future: Over 20% of our patients travel internationally for our specialized care.

This is an invitation to join a family of dedicated professionals at the forefront of medical innovation, united by the power of humankindness.

Pay Range

$37.40 - $55.63 /hour