Patient Experience Coach

Where You’ll Work

Welcome to Saint Joseph London, a 150-bed regional hospital founded in 1926. Located on a 52 acre healing environment, Saint Joseph London offers private patient rooms that overlook a small lake and healing garden and has been recognized as a Best Place to Work in Kentucky for five years in a row (2020-2024). 

CHI Health Saint Joseph is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people. With approximately 175,000 team members and 25,000 physicians and advanced practice clinicians.

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2,200 care centers serving 24 states.

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.

• Provide internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals. Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate.
• Round on and engage patients and families directly to improve the patient experience and respond to service failures.
• Assist in implementation and maintenance of patient experience efforts in the hospital and ED.
• Provide recommendations to local leadership regarding data analysis and observations.
• Participate in patient experience team meetings, PFACs, grievance and other action committees to provide support, feedback and guidance.

Job Requirements

Required

• Associate’s Degree and minimum of 1 year experience in the discipline, upon hire or
• 3 years’ experience in the discipline or
• Bachelor’s Degree and no experience, upon hire and
• 1 year of healthcare experience. and
• None, upon hire

Preferred

• Experience with the CAHPS survey process.