SUMMARY:

The Patient Experience Coach consults with leaders to create excellent patient experiences within Patient Care Services. Partners with management to identify patient customer requirements and develops/executes strategies to meet and exceed identified requirements and organizational needs. Focuses on developing processes that result in proactive customer service while bringing expertise, knowledge and skills to support all staff as they interact with patients and families during their experience in the hospital setting.

Qualifications:

• Bachelor’s Degree Required.
• Master’s Degree in healthcare, marketing, business or related field preferred.
• Must possess ability to work independently, with a minimum of direction, and take initiative in problem solving.
• Must be able to interact professionally and effectively with a wide variety of people, including operations staff, providers, the general public and departments in Grady.
• Must have attention to detail and excellent organizational skills.
• Prefer experience with process improvement initiatives in a clinical setting to improve and sustain patient satisfaction.
• Must be able to take and compose meeting minutes, create and maintain spreadsheets.
• Demonstrated leadership and project management ability with cross-functions teams, and success managing change.
• Demonstrated excellent written/oral communication including presentation skills.
• Strong technical skills including computer proficiency, demonstrated ability to understand and apply mathematical, quantitative and statistical concepts to make evidence-based decisions and drive change.
• Demonstrated interpersonal skills and ability to build productive relationships with broad range of employees, managers, and customers.
• Demonstrated ability to work independently and solve problems in complex environments.
• Demonstrated judgment and ability to work effectively with a diverse population of staff, patients and families.

Equal Opportunity Employer-Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.