PATIENT EXPERIENCE COACH - RN

PATIENT EXPERIENCE COACH - RN

JOB REQUIREMENTS

Education

Associates or Bachelor’s degree in healthcare, nursing, customer service, business administration or closely related field is required.

Experience

Must have 2 years of professional work experience with similar organizational or healthcare background. Experience in customer relations or customer experience programs is preferred. Prefer an understanding of HCAHPS, CMS and patient satisfaction tools and complaint management. Must also have the skills and abilities to communicate effectively both verbally and in writing, strong communication and interpersonal skills, the ability to use influence versus authority to impact others, work as a member of a team, analytical skills and manage multiple priorities and deadlines. Experience in process improvement is preferred.

Physical

This is a safety sensitive position. Please see the St. Bernards Substance Abuse Policy for further information.

Normal hospital environment. Occasional exposure to fumes, odors, biological and electrical hazards. Normal / corrected eyesight with close eye work. Hearing of normal and soft tones. Uses computer, telephone, copier, fax and scanner. Lifting up to 50 lbs., carrying up to 20 lbs., pushing / pulling up to 100 lbs.

JOB SUMMARY

• The Patient Experience Coach plays a pivotal role in enhancing the quality of care by fostering a patient-centered culture across the hospital. This individual partners closely with clinical and administrative leaders to support service recovery, coordinate patient experience recognition programs, conduct patient rounding, and provide staff & leader coaching grounded in evidence-based practices. Through data trending and analysis, the coach helps departments identify opportunities for improvement and develop actionable plans to elevate patient satisfaction and overall experience.
• Acting as a neutral advocate, the Patient Experience Coach remains focused on the patient perspective, ensuring equitable support across all professions and departments. This role demands humble leadership, exceptional listening skills, and a genuine commitment to collaboration and continuous improvement. The ideal candidate demonstrates empathy, professionalism, and the ability to influence positive change while maintaining trust and respect within a multidisciplinary environment.

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