Overview Expected pay for this position is $33.52 - $39.44/hour. Actual pay will be determined by experience, skills and internal equity. POSITION SUMMARY: The Patient Experience Coach combines an orientation toward patient-centered care, an understanding of change management principles and tools, knowledge of customer service practices, proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment, in order to provide support to operating units in achieving excellence in Patient Experience. The role aligns strongly to the work and activities of the OSF Mission Services, serves as a key resource to OSF HealthCare leadership in developing and maintaining a culture where the patient is at the center of care, and service excellence is aligned with clinical excellence and leadership capacity to provide an outstanding experience for each patient we serve. The Patient Experience Coach is a strategic partner who is responsible for continuous education, illumination and focus upon best practices in patient-centered care. Works collaboratively with Patient Centered Experience Specialists and facility leadership throughout the operating unit and region and, at times beyond, so as to identify and facilitate initiatives that will continuously improve the patient experience. Qualifications REQUIRED QUALIFICATIONS: Education: Bachelor’s Degree in education, nursing, communications or other related field Experience: 3 years of experience in coaching, process improvement, change management, service excellence or adult education with demonstrated ability to drive results Other Skills/ Knowledge: Excellent interpersonal and communication skills. Strong interpersonal and problem-solving skills to work with leadership, providers, staff, and administration and to recommend and implement changes. Ability to assess, evaluate, and implement ministry wide programs providing oversight and direction for local leaders and staff to ensure achievement of goals. PREFERRED QUALIFICATIONS: Education: Master's Degree in healthcare administration, nursing, communications, or other related field Experience: RIM training completion Licensure/ Certification: Certified Patient Experience Professional (CPXP) OSF HealthCare is an Equal Opportunity Employer.