Patient Experience Coach Nurse

CommonSpirit Health; Phoenix (AZ); On-site; USD 78,000 - 116,000; Full time

Job summary

Saint Joseph’s Hospital and Medical Center is seeking a Patient Experience Coach in Phoenix, AZ. The role focuses on guiding staff to enhance the patient journey, improve satisfaction, and foster a culture centered on humankindness.

Responsibilities include training, coaching, and workshops on best practices, plus daily rounds and service recovery using HEART. Requires RN with BSN, AZ license, and BLS certification, with leadership experience preferred.

Qualifications

• BSN required; AZ RN license.
• 3+ years RN experience.
• American Heart Association certification.
• Basic Life Support (BLS) required.

Responsibilities

• Conduct training, coach individuals, and facilitate workshops on patient experience best practices.
• Analyze feedback and identify improvements, collaborating on strategies to address patient needs.
• Participate in daily patient rounds and patient satisfaction activities.
• Promote Five Fundamentals of Service (AIDET) and Evidenced Based Practices.
• Communicate with patients and families to resolve issues using HEART Service Recovery.
• Provide hands-on patient care as appropriate to meet patient needs.

Skills

Communication

Interpersonal

Patient experience

Coaching/training

Healthcare operations

Education

BSN

RN licensure (AZ)

Tools

AIDET

HEART Service Recovery

Evidence Based Practices

Job description

*Job Summary and Responsibilities*

As a Patient Experience Coach, 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.

*Job Requirements**Required*

• 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