Patient Experience Coach

CHI Health Immanuel, located in North Omaha just off of I-680 on 72nd Street, offers a full-service hospital, cancer center, rehabilitation center, specialty spine hospital and more. For well over a century, our commitment to serve our community inspires our staff to provide the highest quality of care to all who we have the privilege to serve.

This position contributes to the fulfillment of the CHI Health mission and vision by working closely with leadership to strategically identify Patient Experience needs for CHI Health. Responsible for supporting system-wide programs, initiatives, projects and interventions focused on ensuring that our patient's experience is consistent and exceptional. The Patient Experience Coach will work closely with hospital leaders to identify, prioritize and plan improvement efforts through data analysis and observation.

• Provide internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals.
• Interprets patient experience performance through survey data and patient/family complaint trends to provide in-depth, proactive consultation, coaching and improvement tactics to leaders, physicians and staff.
• Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate.
• Perform data analyses and process observations in key hospital service line areas (i.e. inpatient, outpatient, ED, etc.) in order to identify and address current service performance gaps.
• Provide recommendations action plans to local leadership regarding data analysis and observations.

• Required Bacheolor's Degree
• Experience with CAHPS preferred
• Prior Healthcare experience preferred