Patient and Family Centered Care Coach

Number of Positions In Requisition

3



Job Details

The Patient and Family Centered Care Coach supports the organization's mission to deliver exceptional, patient and family-centered care by coaching staff and leaders on communication, empathy, and service excellence. This role uses data-driven insights to improve patient experience, enhance team performance, and promote a culture of compassion and accountability.

Job Description

Job Duties

• Educates colleagues on patient-experience related projects and programs as well as creating curriculum based on action plans created by hospital leadership.
• Facilitate workshops and training sessions focused on best practices in patient-centered care, service recovery, communication, and empathy.
• Analyze patient experience data (e.g., HCAHPS, Press Ganey) to identify trends, strengths, and improvement opportunities.
• Collaborate with department leaders to create and execute targeted action plans focused on Patient and Family Centered care improvement. Advise leaders on all topics related to improvement work, data and processes.
• Work closely with clinical and non-clinical leaders to embed patient-centered principles of care into daily operations and interactions. Advocate for patient and family perspectives in decision-making and service design.
• Manages accountability and sustainability reporting tools and systems.
• Model effective behaviors through rounding, shadowing, and direct feedback. Assist with service recovery and escalation processes as needed.
• Participate in committees and projects related to culture, quality, safety, and experience improvement. Support implementation of patient advisory councils or similar engagement programs.

Minimum Qualifications

• Bachelor’s Degree Nursing, healthcare administration, Organizational Development, Communications, Psychology, or related field required.
• 3 years healthcare system/organizational improvement, process improvement, Patient experience, organizational development, education, and training/development

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University Hospitals, Inc.

Primary Location Address

111 S 11th Street, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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