Patient Experience Coach RN

Mercy Gilbert Medical Center; Gilbert (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

Mercy Gilbert Medical Center is seeking a Patient Experience Coach to foster a patient-centered culture. The role will guide staff to enhance the patient journey, drive improvements in communication and empathy, and lead workshops and coaching sessions on best practices for patient experience.

You will analyze feedback, identify service improvements, and collaborate on strategies to address patient needs, requiring strong communication skills and deep knowledge of patient experience principles

Qualifications

• Bachelor's Degree required.
• Three or more years of RN experience.
• Registered Nurse licensed in Arizona (AZ).
• American Heart Association Basic Life Support certification required.

Responsibilities

• Participates in daily patient rounds and patient satisfaction activities.
• Connects with patients to identify strengths and opportunities in the patient experience.
• Promotes Five Fundamentals of Service AIDET and Evidenced Based Practices.
• Communicates with patients and families to resolve issues and provides service recovery using HEART model.
• Responds to service requests and feedback from Care Adviser.
• Provides hands-on patient care as appropriate to meet patient needs.

Skills

Communication & interpersonal skills

Training & coaching

Customer service mindset

Education

Bachelor's Degree

RN License AZ

American Heart Association BLS

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 Adviser
• Provides hands on patient care as appropriate to meet the needs of the patients and department.

Job Requirements

Required

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

Preferred

• Bachelors Science Nurse- BSN
• One (1) year in management supervisory role
• Similar healthcare leadership role with five (5) years or more experience

Where You'll Work

Hello humankindness

Imagine a workplace where your passion for healing meets a commitment to community. At Mercy Gilbert Medical Center, a 198-bed non-profit facility, you'll be an integral part of providing exceptional, compassionate healthcare to the vibrant and growing communities in and around Gilbert, Arizona.

Exciting News! Coming Soon: A State-of-the-Art Women's and Children's Pavilion will further enhance our specialized care for mothers and children.

You belong here if you are:

• Committed to social justice. We believe everyone deserves equitable access to healthcare, regardless of background or circumstance. You'll contribute to a culture that champions fairness, dignity, and respect for all.
• Dedicated to health equity. We actively work to address disparities in healthcare and improve outcomes for underserved populations. Your skills will help us create a healthier community, one patient at a time.
• Prepared to deliver care in new, innovative ways. The healthcare landscape is constantly evolving, and we embrace forward-thinking approaches to patient care. We value creativity, adaptability, and a willingness to explore new solutions to complex challenges.
• Seek a collaborative and supportive environment. At Mercy Gilbert, you'll work alongside a diverse team of dedicated professionals who share your commitment to excellence. We foster a culture of teamwork, mutual respect, and continuous learning.
• Envision a career with purpose. Every day, you'll have the opportunity to make a tangible difference in the lives of individuals and families and the community. Your work here isn't just a job; it's a calling.

Your skills are valued, your compassion celebrated, and your commitment to a healthier future empowered. Join us and make a lasting impact.