Patient Experience Improvement Coach

Covenant HealthCare; Saginaw (MI); On-site; USD 60,000 - 85,000; Full time

Job summary

Covenant HealthCare seeks a Patient Experience Specialist to drive enterprise-wide improvement initiatives and coach leaders in service excellence. You will synthesize feedback, observe care settings, and guide teams to enhance patient experiences in line with the hospital's mission.

You will work with senior leadership to interpret HCAHPS data, implement best practices, and lead engagement efforts with patient/family advisory councils, ensuring delivery of Extraordinary Care for Every

Qualifications

• Bachelor's degree required in communications, healthcare administration, business, or related field.
• Master's degree preferred.
• Minimum 3 years in healthcare with emphasis on customer service and the patient experience.
• CPXP designation preferred.
• Experience in leading teams and facilitating work groups.
• Experience implementing quality/performance improvement programs.

Responsibilities

• Leads organization-wide patient experience improvement initiatives.
• Rounds in patient care settings to assess service delivery and environment.
• Tracks performance against goals and makes improvement recommendations.
• Presents findings to senior leaders and care teams.
• Interprets HCAHPS/Press Ganey data and guides improvement initiatives.
• Provides coaching on service improvement methods to directors and staff.
• Manages service recovery and champions daily patient experience improvements.
• Recruits and maintains patient/family advisory council feedback.
• Recognizes patient experience excellence through internal programs.
• Supports change management and team-building for leaders.

Skills

Stakeholder engagement

Patient experience

Healthcare operations

Data analysis

Change management

Team leadership

Education

Bachelor's degree in Communications, Healthcare Administration, Business, or related fields

Master's degree preferred

Job description

Covenant HealthCare seeks a Patient Experience Specialist to drive enterprise-wide improvement initiatives and coach leaders in service excellence. You will synthesize feedback, observe care settings, and guide teams to enhance patient experiences in line with the hospital's mission.

You will work with senior leadership to interpret HCAHPS data, implement best practices, and lead engagement efforts with patient/family advisory councils, ensuring delivery of Extraordinary Care for Every