Patient Experience Coach RN

Patient Experience Coach RN

Full Time: Days

CHI Memorial Hospital now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health is once again the only hospital in the Chattanooga area to be named a Best Regional Hospital by U.S. News & World Report. We are proud to be the regional referral center of choice providing health care throughout Southeast Tennessee and North Georgia. We offer the following benefits to support you and your family: On-site childcare with extended hours Care@Work premium account for additional support with children pets dependent adults and household needs Employee Assistance Program (EAP) for you and your family Paid Time Off (PTO) Health/Dental/Vision Insurance Flexible spending accounts Voluntary Protection: Group Accident Critical Illness and Identify Theft Adoption Assistance Tuition Assistance for career growth and development Matching 401(k) and 457(b) Retirement Programs Wellness Program Additional incentives for eligible full time day shift and night shift opportunities

 The Patient Experience position leads local and system-wide initiatives to improve the patient and family experience by modeling best practices in nursing care and interacting with patients during leader rounds. This role involves analyzing patient feedback, collaborating with leadership to identify improvement areas, and developing enhancement strategies. The Patient Experience Coach drives meaningful change by providing training, coaching, and mentoring to staff, ensuring they are well-equipped to provide exceptional care while maintaining compliance with quality metrics and enhancing overall patient safety and experience. Serving as a key resource and mentor, the Coach guides staff on best practices, quality care standards, and safety tools. Collaborating with the charge nurse and manager, the Coach provides a triad of leadership on the unit, fostering a positive patient experience and ensuring compliance with hospital policies and patient experience metrics.

Interacts with patients to assess their perception of care and promotes a positive and compassionate experience
for patients and visitors.

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 Patient Safety Management

Serves as a resource to staff on clinical care of patient
Understands, articulates, supports and serves as a resource for the components of the nursing bundle including observation and coaching of staff
Coaches staff in use of Safety Tools, finds opportunities to celebrate good catches and report near misses
Assists in coordinating Care Conferences with patients, family and care team as needed

Serves as a resource to staff on quality metrics of patient care
Rounds on patients to ensure compliance with quality metrics to include CAUTIs, CLABSI, Behavioral Health and High Fall Risk patients
Rounds on staff to provide feedback on compliance with quality metrics to include CAUTIs, CLABSI, Behavioral Health and High Fall Risk patients
Attends daily Multidisciplinary rounds to provide feedback and coaching on quality metric compliance
Completes and submits required quality audits including but not limited to CAUTI/CLABSI and Hand Hygiene Audits in Sentact
Performs routine Environment of Care rounds and facilitates resolution of issues

Collaborates with and provides guidance to facility staff and leaders on the patient experience
Identifies areas of opportunity and collaborates with leadership to develop and implement strategies to improvethe patient experience.
Conducts regular rounds to assess the degree to which patient experience concepts and related training have been understood/applied and to proactively identify continuing challenges
Provides educational opportunities to promote awareness, understanding, acceptance and engagement of patient experience concepts and tools

Identifies and implements initiatives to improve the patient experience.
Possesses ability to analyze patient experience data, reported events, and trends noted through observation. To synthesize the information into meaningful reports and recommend action for the assigned department todrive change and improve outcomes.

Collaborates with leadership to develop focused process improvement initiatives and action plans to implement strategies to improve the patient experience.

Develop lessons learned and assist the department leadership in sharing the information by tracking data and compliance for implementation.

Reviews and evaluates evidenced based resources, industry standards, and innovative strategies in the patient and family experience discipline

Maintains current knowledge of Value-Based purchasing related to patient experience

Serves as a Leader by modeling our Mission, Vision and Values
Models a commitment to providing a positive patient and family experience and supports staff in providing thisexperience through adherence to our principles and processes
Maintains professional, effective, and timely communication with physicians, other departments, patients and families, staff and community members
Maintains current knowledge and serves as a resource on departmental policies, procedures, and processes and assists in assuring compliance
Presents at New Employee Orientation to help set expectations of CommonSpirit culture and practice
In collaboration with the charge nurse, provides unit leadership in the absence of the unit manager
Assists with interviewing, orienting and coaching staff
Must be active member and participate in a departmental or hospital wide committee

RN required; BSN preferred