Patient Experience Partner (Coach-Mentor)
Additional Information About the Role
Monday - Friday
8:00 a.m. -5:00 p.m.
Flexible schedule and varies based on need
Benefits start in first thirty days
This position requires someone interested in advancing the human experience in the BJC healthcare eco system, (virtual & on-site care facilities).
The focus of this role will be on the patient, patient family and the employee, (interaction experience).
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BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $5.5 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 15 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.
BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.
BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.
Provides proactive service excellence and recovery leadership directly connected to the support of the strategic business initiatives of the organization. Using data and patient experience comments the Partner mentors unit and department leaders, physicians and team members in establishing and hardwiring the core values, CONNECT Communication model, best practices and the six strategic lenses of the Patient Experience Framework. This position works collaboratively with the Patient Experience team, Patient, Family and Community Advisory Councils (PFCAC)s, senior leadership, staff and providers. Primary focus of this role is to providing coaching, training, and facilitation of the unit and department level patient experience strategy within the Patient Experience Framework. This role must take the Beryl BOK (Body of Knowledge) course within the first year of hire.
ResponsibilitiesPrepares and presents oral and written coaching plan progress reports and makes recommendations to management for appropriate new initiatives to address service levels of employees and physiciansCollects, analyzes, and interprets data in all six strategic priorities for the operating units of BJC as it relates to the Patient Experience and our BJC ValuesDesigns and deploys coaching / learning interventions on performance requirements and monitors progress.Coaches and mentors staff, managers, directors, and physicians on strategies to improve patient experience.Deploys project management strategies to support service initiatives.
EducationBachelor's Degree - Bus/HC Admin/Nursing/related