Summary

JOB SUMMARY: The Service Excellence Coach serves as an advisory resource and subject-matter expert on patient experience improvement. Acts as a point of contact for service line leadership and responds to patient experience inquiries related to measures, support, and interventions. Responsibilities include partnering with Patient Experience Director and Manager to drive and foster a culture of service excellence while standardizing, monitoring, measuring, and improving the care experience throughout the hospital. The Service Excellence Coach works with service line leadership to establish standards for patient and customer contact by partnering on department-based projects and providing operational support to various teams within the hospital. They will work with service line leadership to identify opportunities to improve patient interactions, care experience, staff engagement and hospital-wide patient perception metrics. This position can be shifted to areas with the highest demand.

ESSENTIAL FUNCTIONS

Performance Monitoring - Partners with leadership on the assigned departments to identify, plan, design and implement care experience improvement strategies. Customer Service - Assists with unit-based and hospital-wide education and training initiatives and supports leadership in implementing a patient-centered culture of excellence. Communication - Provides coaching to leadership and front-line staff to drive care experience improvement and to help ensure patient experience improvement goals are achieved. Training/Education - Provides training/education to new employees/hires during new employee orientation. Quality Management - Collaborates with service line leadership to promote and sustain patient experience. Experience strategic plan Patient Care Values - Exhibits understanding and serve as a role model by demonstrating the Patient Care Values in interaction with patients, families, and co-workers.

REQUIREMENTS: Basic professional knowledge; equivalent to a Bachelor's degree; working knowledge of theory and practice within a specialized field Education/Knowledge: Experience: 3-5 years Education Discipline: Nursing, public health, health administration, business, or a related field. A Master’s degree is preferred. Experience: 3-5 years.

 

Additional Information

As one of the largest health care providers in Maryland, with 13,000 team members, We strive to CARE BRAVELY for over 1 million patients annually. LifeBridge Health includes Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: LifeBridge Health & Fitness, ExpressCare and HomeCare of Maryland.