Patient Experience Regional Coach- TPP

TriHealth, Inc.; Montgomery (OH); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive shift differentials

Professional growth opportunities

Tuition reimbursement

Retirement savings plans

Job summary

TriHealth in Montgomery, OH, seeks a Patient Experience Regional Coach to shape a culture of compassionate, patient-centered care. You will empower leaders and frontline teams with coaching, tools, and data-driven insights to elevate every touchpoint of the patient journey.

This full-time role requires collaboration, program design, and the ability to manage multiple priorities while aligning with TriHealth's Service pillar and the TriHealth Way.

Qualifications

• Bachelor's Degree in Healthcare, customer service, patient experience is required.
• 4-5 years experience in Healthcare Coaching, design healthcare experience preferred.
• Advanced knowledge of design and coaching methodologies.
• Strong problem solving and analytical abilities.

Responsibilities

• Collaborates with leadership to create work plans to meet project goals.
• Assists leadership in developing action plans to improve performance and provides coaching at all levels.
• Partners with leadership to identify, plan, implement, validate and evaluate patient experience improvement strategies.
• Coordinate with departments to ensure system-wide patient experience goals are met.
• Use data to provide proactive consultation and coaching to directors and managers in process improvement.
• Support development and recognition strategies to promote service excellence.

Skills

Coaching

Analytical ability

Problem solving

Education

Bachelor's Degree in Healthcare or related field

Job description

The Patient Experience Regional Coach at TriHealth plays a vital role in shaping a culture of compassionate, patient-centered care across the organization. This role empowers leaders and frontline teams by providing coaching, tools, and data-driven insights that elevate every touchpoint of the patient journey. With a focus on collaboration, continuous improvement, and service excellence, the Regional Coach helps align teams around TriHealth’s mission while driving measurable improvements in patient satisfaction and engagement. It’s an opportunity to make a meaningful impact—enhancing both the patient experience and the caregiver experience—within a respected, community-focused health system committed to excellence.

Location: Bethesda North Hospital

10500 Montgomery Rd. Montgomery OH - Travel between TriHealth sites required

Schedule: Full time day shift

Incentives & Benefits:

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

*PRN positions not eligible for TriHealth benefits

https://careers.trihealth.com/what-we-offer/benefits

Minimum Job Requirements:

• Bachelor's Degree in Healthcare, customer service, patient experience (Required)
• 4 - 5 years experience in Healthcare Coaching, design Healthcare experience (Preferred)
• Advanced knowledge of design
• Coaching
• Problem solving and resolution skills
• Analytical ability

Job Overview:

The Regional coach consultant assesses, develops, designs, implements, validates, trains and evaluates the Patient Experience services and interventions that support TriHealth's strategic pillar of Service and the TriHealth Way system priorities. Leadership Development: Provides leadership support for project management and delivery for TriHealth's strategic pillar: Service. Projects require managing multiple priorities, timely implementation of deliverables and professionalism consistent with the TriHealth Values and Always Behaviors. Demonstrates project management, coaching, and analytic abilities. Works independently while constantly assessing risks, prompting guidance for resolution. This position interacts with all levels of team members across the system, including senior leaders, directors, managers, supervisors, and team members. It is important that this position builds strong working relationships. Has professional written and verbal communication skills. Analysis skills center on being able to ask questions, gather data, conduct analysis, coach, work with resistance. Planning includes defining the scope of work, implementation, work plans, design, and evaluation. Applies advanced skill in design and delivery of programs, tools and performance support. Utilizes industry validated coaching models and techniques to support leadership and team members in creating and achieving measurable goals.

Job Responsibilities:

• Collaborates with leadership to create work plans to meet project goals. Determines and initiates appropriate interventions to compete managing projects on time.
• Assists leadership in the development of action plans to improve performance, researches, reviewed, and implements best practices. Provides coaching to all levels of leadership and team members
• Partners with leadership in assigned area to identify, plan, implement, validate, train and evaluate patient experience improvement strategies.
• Collaborate across the regions (departments, patient relations, directors, physicians, etc.) to ensure the system meets or exceeds the patient experience goals as measured by CAHPS.
• Utilize data to provide in-depth, proactive consultation, coaching, and strategy to directors, managers, physicians, team members in process improvement related to patient experience (TriHealth pillar of Service).
• Support the development and recognition strategies and collaborates with various departments to support the promotion and ongoing maintenance of service excellence throughout the system.

Working Conditions:

• Bending - Frequently
• Climbing - Rarely
• Concentrating - Consistently
• Continuous Learning - Consistently
• Hearing: Conversation - Consistently
• Hearing: Other Sounds - Consistently
• Interpersonal Communication - Consistently
• Kneeling - Frequently
• Lifting <10 Lbs. - Frequently
• Lifting 50+ Lbs. - Rarely
• Lifting <50 Lbs. - Frequently
• Pulling - Frequently
• Pushing - Frequently
• Reaching - Frequently
• Reading - Frequently
• Sitting - Occasionally
• Standing - Consistently
• Stooping - Frequently
• Talking - Consistently
• Thinking/Reasoning - Consistently
• Use of Hands - Consistently
• Color Vision - Consistently
• Visual Acuity: Far - Consistently
• Visual Acuity: Near - Consistently
• Walking - Consistently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect: ALWAYS

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone’s opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community