Patient Experience Coach

The Office of the Patient Experience at the University of Iowa Hospitals & Clinics has an opening for a full-time Patient Experience Coach.
The Patient Experience Coach coaches and supports system-wide patient experience strategy by working with areas and assisting leaders in hardwiring tactics to improve the patient experience.
Assists the department leadership in developing plans to provide coaching support to areas through review of results and suggestions for improving scores and provides support and mentorship.
Members of the University of Iowa Hospitals & Clinics (UIHC) Strategic Improvement Team partner with hospital leadership to develop and ensure the effective and consistent implementation of service excellence and compassionate caring strategies across the hospital.
They work closely with hospital leaders to analyze survey results and identify, prioritize, plan and oversee improvement efforts.
They also participate in the identification of service performance targets and improvement strategies.
The successful candidate will possess: Experience in effectively coaching, influencing, collaborating, and consulting with individuals at all levels of the organization.
A strong sense of personal accountability, passion, and ownership for achieving sustained patient experience excellence across the health system.
The ability to inspire and initiate innovative thinking surrounding patient experience at UIHC.
Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.
An ability to rapidly identify and define problems, collect and analyze data, establish root cause, and identify and implement optimal solutions.
Ability to design and deliver impactful presentations to broad audiences.
An ability to work collaboratively in a fast-paced team environment.
A demonstrated ability to effectively manage projects through their life-cycle.
Must be able to prioritize, manage, and execute simultaneous tasks.
Strong critical thinking skills and the ability to work independently.
The ability to apply change management methods to assigned projects.
Job Responsibilities Include (but are not limited to): Observes care providers and staff, provides coaching and mentoring in order to drive patient experience improvement and help ensure achievement of patient experience-related goals.
Actively participates as a mentor, trainer and coach to assist leaders/faculty/staff in the aspects of the patient experience.
Participate in local patient advisory councils and utilize feedback to inform local patient experience strategies and tactics.
Monitor patient experience change efforts and evaluate results.
Perform periodic auditing to ensure the consistent application of evidence-based tools and techniques.
Perform assigned unit-level data analyses and process observations in key hospital service areas (i.
e.
, inpatient, outpatient, ED, etc.
) in order to identify and address current service performance gaps.
Identify improvement areas and provide recommendations and proposed action plans to local leadership.
To receive a copy of the full job description, email heidi-bodensteiner@uiowa.
edu Percent of Time: 100%, full-time Work Schedule: Some flexibility between the hours of 7:00 AM and 5:00 PM, Monday through Friday Work Location: This position is located at the University of Iowa Hospitals & Clinics, 200 Hawkins Drive, Iowa City, IA.
This position is not eligible for remote work.
University job classification: Quality & Operations Improvement Engineer/PAF3 Salary level 5A.
To view the full pay range for salary level 5A: Professional and Scientific Pay Structures | University Human Resources - The University of Iowa (uiowa.
edu) Benefits Highlights: Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans.
Complete information regarding the full benefits package may be viewed at: https://hr.
uiowa.
edu/benefits About the University of Iowa Hospitals & Clinics: The University of Iowa Hospitals & Clinics—recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a regional referral center.
Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients.
Simply stated, our mission is: Changing Medicine.
Changing Lives.
® Living in the Iowa City area: The University of Iowa Hospitals & Clinics is located along the picturesque Iowa River in Iowa City, a city of some 77,000 people (170,000+ in the metro area) regularly ranked as one of the nation’s best places to live.
Iowa City is less than four hours from Chicago and within five hours of Minneapolis, St.
Louis, and Kansas City, readily accessible via interstate highways and a regional airport 30 minutes away.
Required Qualifications: A bachelor's degree, preferably in healthcare related field, organizational effectiveness or related discipline, or an equivalent combination of education and experience.
3 - 5 years’ related experience in coaching/training (preferably related to patient experience or customer service coaching/training).
Demonstrated proficiency in data analysis and the interpretation of customer satisfaction/patient experience data.
Superior written/verbal communication and interpersonal skills, and the ability to present information clearly and professionally to varying levels of individuals throughout the organization.
Demonstrated proficiency in public speaking and/or teaching.
Demonstrated proficiency in Microsoft Office Suite (Outlook, Word, Power Point and Excel).
Desirable Qualifications: A master's degree in healthcare related field or organizational effectiveness or related discipline.
Patient care experience in some capacity (nurse, social work, lab/procedural, technician, etc.
) Previous experience in an academic medical center.
Some knowledge of University of Iowa Healthcare policies, procedures and regulations.
Application Process: In order to be considered for an interview, applicants must upload a current resume and a cover letter (and mark both as “relevant file”) that clearly address how they meet the listed required and desired qualifications of this position.
Job openings are posted for a minimum of 14 calendar days.
This job may be removed from posting and filled any time after the minimum posting period has ended.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check.
Professional references will be requested at a later step in the recruitment process.
This position is not eligible for University of Iowa sponsorship for employment authorization.
For questions, contact Heidi Bodensteiner at heidi-bodensteiner@uiowa.
edu.