Patient and Family Coach

Position: Patient and Family Experience Coach
** Join a team that shares your calling
** At Multi Care, you’re more than just a job title — you’re part of a team built on trust that cares for each other, our patients and our communities. Belonging here means living our mission and values every day. If your purpose and passions align with ours, you’ll find a place to grow, do meaningful work and build a career you love in a community that feels like home.

** FTE:
** 1.0,
** Shift:
** Variable,
*
* Schedule:

** Full Time, Variable Schedule
** Position Summary
** The Patient and Family Experience Coach is responsible for applying consultative, facilitative and collaborative skills - along with knowledge of established and innovative service philosophies and practices - to drive the design and implementation of Patient and Family Experience best practices in all areas, inclusive of Consumer Assessment of Healthcare Providers and Systems (CAHPS) improvement initiatives strategy(s) and programs to improve the patient and family experience in a health care setting.
In this role you will maintain a constant focus on emerging trends and work with the team to develop consumer-centric technologies while providing exceptional service. As a system champion dedicated to creating a world-class culture of excellence in patient, family, and consumer experience, the Patient and Family Experience Coach drives a singular focus of “patient and family as the center” of all work, collaborating with leaders at all levels to develop and implement a strategic vision of patient, family, and consumer engagement and experience.

Through Patient Experience Committees, Family and Patient Advisory Boards, survey responses, rounding, and other feedback, they help to build a culture where every single person is a care giver, collaborating, advising, coaching, and inspiring all care givers to improve their patient and family interactions and hardwire proven best practices for highly efficient and effective processes along the patient care journey.
** Responsibilities:
*** Identifies, designs, and implements Patient Experience best practices and innovative solutions in all areas, to include CAHPS improvement strategy(s) in areas where CAHPS surveys are deployed
* Assesses and recommends internal patient and family experience processes and benchmarking services
* Researches and innovates service practices, in conjunction with leadership, vendors, and external experts to develop tactics to improve patient experience performance, including CAHPS performance
* Develops and implements tactics to address changing needs in response to virtual health, consumerism, and other industry shifts
** Requirements:
*** Bachelor’s degree in healthcare, business, education, organizational development, or related field
* Advanced education in healthcare, business, or coaching preferred
* Ten (10) years of experience in a health care setting
* Experience facilitating patient advocacy groups or similar groups
* In-depth knowledge of CAHPS patient experience surveying, customer service programs, and tactics
* Experience in designing customer service programs to support organizational goals preferred
* Operational experience in a healthcare setting preferred
* Baseline understanding of Power BI functionality preferred
** About Tacoma General Hospital
** Multi Care Tacoma General Hospital, in the heart of Tacoma, WA, is a 367-bed regional medical center delivering cutting-edge care. With a 24-hour Emergency Department, Level II Adult Trauma Center, advanced cardiac, neurological, orthopedic and robotic surgery, Tacoma General combines innovation with compassionate care. Home to the Multi Care Regional Cancer Center, a Family Birth Center and specialized neonatal care in partnership with Mary Bridge Children’s,…