Patient Experience Coach Nurse

St. Joseph Hospital & Medical Center; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Saint Joseph's Hospital and Medical Center in Phoenix, AZ seeks a Patient Experience Coach in the Emergency Department. The role enhances patient journeys, guides staff, and leads initiatives to improve satisfaction through training, feedback analysis, and evidence-based service practices.

The position requires strong communication, healthcare operations knowledge, and a commitment to humankindness in a high-volume ED environment.

Qualifications

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

Responsibilities

• Participates in daily patient rounds and patient satisfaction activities.
• Drives improvements in communication, empathy, and service using patient experience principles.
• Conducts training, coaching, and workshops for staff on patient experience best practices.
• Addresses patient needs and reconcilies feedback with Care Advisor and service recovery when needed.

Skills

Communication

Patient experience

Training & coaching

Education

Bachelor of Science in Nursing

Job description

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.

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

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

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