Engagement Coach - Central Regions, Full-time, Days
Centegra Health System
Main Campus
4d ago

Qualifications : Demonstrates Values, Patient Satisfaction and Service Excellence :

  • Presents a friendly, approachable, professional demeanor and appearance.
  • Provides accurate information and timely updates to patients and customers.
  • Addresses questions and concerns promptly, or identifies appropriate person and resources to do so.
  • Provides directions or help to patients and customers with finding their way.
  • Uses effective service recovery skills to solve problems or service breakdowns when they occur.
  • Demonstrates teamwork by helping co-workers within and across departments.
  • Communicates effectively with others, respects diverse opinions and styles, acknowledges the assistance and contributions of others.
  • Serves as a role model and coach to others; builds partnerships and teams.
  • Patient Satisfaction Data Analysis :

  • Works with NM Analytics department to develop and distribute automated patient satisfaction reporting and dashboards through the EDW.
  • Creates, distributes, and analyzes monthly patient satisfaction reports utilizing NM and vendor reporting tools (Press Ganey Online, EDW, etc.).
  • Creates and completes ad-hoc patient satisfaction reports and presentations as requested by internal customers and departments.
  • Pro-actively monitors patient satisfaction survey data and comments to identify trends, changes, and areas of opportunity.
  • Patient Experience Coaching and Program Management :

  • Defines and executes innovative analytic approaches to strategic questions, to provide executive-level recommendations and reports based on effective analysis and research.
  • Draws upon healthcare knowledge, trends, and experiences to inform analysis and to highlight relevant implications for the organization.
  • Designs and packages Board and executive-level presentations and written communications with minimal oversight.
  • Applies project management methodologies, such as developing project charters and monitoring / measurement systems, to implement strategic initiatives.
  • F unctions as an internal consultant to leaders across the organization :

  • Provide data collection and analysis, develop strategic plans, and implement project plans.
  • Consistently demonstrates a professional, self-directed approach to department responsibilities.
  • Consistently demonstrates flexibility and organization while maintaining high levels of performance under stressful situations.
  • Meets with assigned departments, leadership teams, or other internal stakeholders to review performance and create and manage improvement plans.
  • Provides training on data sources, tools, and planning methodologies to team members when needed.
  • Encourages and facilitates continuous learning and development, for self and others.
  • Attends staff or leadership meetings when applicable, rounds regularly on patients and staff.
  • Works with NM system functions to implement programs and initiatives that support improving the patient experience (NM Academy, HR, Process Improvement, Analytics, etc.).
  • Provides leadership on other departmental projects as assigned. EOE
  • LI-VZ1

    Minorities / Women / Disabled / Veterans. VEVRAA Federal Contractor.

    Qualifications : Required :

  • 5-7 years of patient experience or customer service coaching and / or program management.
  • Experience in strong customer service environment with demonstrated commitment to improving the patient experience.
  • Bachelors Degree in relevant field.
  • Facilitation / Project Management of change initiatives across various levels of an organization.
  • Solid presentation skills with a high level of energy and enthusiasm.
  • Proven software competencies (Excel, Power Point, Access); highly skilled in Excel.
  • Flexible / adaptable : ability to work with diverse group of healthcare professionals in a matrix environment.
  • Excellent organizational, communication and interpersonal skills.
  • Desired :

  • Masters Degree in relevant field. Licensed Registered Nurse.
  • Direct patient care experience in some capacity (nurse, social work, lab / procedural, technician, etc.).
  • Previous experience with patient satisfaction vendors, Press Ganey and / or other.
  • Knowledge of patient loyalty as a strategic growth initiative.
  • Apply
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