Patient Experience Coach RN

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

Job summary

Mercy Gilbert Medical Center is seeking a Patient Experience Coach to foster a patient-centered culture across staff, guiding improvements in communication, empathy, and service. Daily training, coaching, and workshops will drive best practices in patient experience.

The role requires RN experience, a Bachelor's degree, and BLS certification; BSN preferred. Join a team dedicated to compassionate care and health equity in Gilbert, AZ.

Qualifications

• RN with three years of experience or more
• Exceptional communication and interpersonal skills
• Experience leading training, coaching, and workshops in healthcare
• Understanding of patient experience principles and healthcare operations

Responsibilities

• Participates in daily patient rounds and patient satisfaction activities
• Coaches staff to improve the patient journey and satisfaction
• Conducts training sessions and workshops on patient experience best practices
• Analyzes feedback and collaborates on strategies to address patient needs
• Resolves issues using HEART Service Recovery model and promotes service excellence
• Provides hands-on patient care as appropriate to meet department needs

Skills

RN experience

Communication

Coaching

Training

Education

Bachelor's Degree

BSN preferred

Tools

American Heart Association Basic Life Support

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.

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

Where You'll Work

Where Compassion Meets Innovation: Join Our Growing Family at the New Mercy Gilbert Women’s and Children’s Pavilion. At Mercy Gilbert Medical Center, we believe that Hello Humankindness is more than a slogan—it is our calling. We are expanding our legacy of excellence with the launch of our state-of-the-art Women’s and Children’s Pavilion: a destination designed to provide seamless, life-changing care from the earliest stages of pregnancy through the milestones of childhood. We are looking for passionate, forward-thinking professionals who are as committed to social justice and health equity as they are to clinical excellence. We know that the best healthcare is equitable healthcare, and we are searching for team members who advocate for the dignity of every patient, regardless of their background or circumstance.

You Belong Here If You

• Thrive on Innovation: You are ready to embrace new technologies and creative solutions that evolve alongside the modern healthcare landscape.
• Value True Collaboration: You want to work alongside a diverse, multidisciplinary team that views teamwork as the foundation of patient success.
• Seek Meaningful Impact: You aren't just looking for a job; you are looking for a place where your skills directly improve community outcomes and address health disparities.
• Are Driven by Purpose: You believe that quality care is a human right, and you are ready to dedicate your talents to making that a reality for the families of Gilbert and beyond

When you join our Pavilion, you are joining a culture that celebrates the individual. We provide the tools, the technology, and the environment you need to deliver the care your patients deserve. Here, your compassion is empowered, your expertise is respected, and your growth is a priority.

Every day, you will have the opportunity to make a tangible difference—ensuring that every mother, every child, and every family feels heard, supported, and cared for.

Your purpose starts here. Join us in shaping the future of pediatric and maternal medicine.

Pay Range

$37.40 - $55.63 /hour