Primary Function:

Provides professional coaching and consultation to influence hospital and practice leaders, direct care providers and other employees to deliver excellent patient experiences

Demonstrates expertise to evaluate employee competency and support the hardwiring of standardized processes, behaviors, and initiatives related to the exceptional patient experience.

Collaborates with unit, physician practice or department leaders to develop and monitor improvement and accountability plans.

Influences accountability by validating behaviors, contributing to performance reviews, producing patient experience reports and developing improvement plans with staff

Leads by example through consistently role modeling the Standards of Behavior.

Works closely with the senior Patient Experience leader at assigned campuses or entities to ensure that we are effectively meeting stakeholder needs while striving for consistency and leveraging work products of the Patient Experience team.

Provides the essential feedback senior leaders need to understand the state of current site practices and initiatives.

Conducts engaging training classes and meetings as needed in support of key initiatives.

Participates in the development and implementation ofprojects related to system-wide patient/customer experience initiatives (i.e. education, patient/ family councils, experience design, patient voice technology solutions, etc.).

Able to flex hours to provide some training and coaching for staff working night and weekend shifts.

Education/Training/Experience:

Required:

Bachelor's Degree in Social Science, Organizational Development, Business Management, Nursing or related clinical field.

Minimum of three (3) years of experience in corporate training or organizational development (coaching, consulting, etc.) required.

Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership

Excellent communication skills (verbal and written) with a proven track record of effectively presenting information to multiple levels of the organization

Flexibility and adaptability to change, with ability to function in a highly independent manner due to remote location from central headquarters

Ability to lead, organize and work on multiple initiatives/projects without compromising work

Preferred:

Masters degree in healthcare or business related field

Three (3) or more years of experience working in a clinical setting (nursing, ancillary therapy, social work, etc.)

Demonstrated history of leading strong improvement results in patient experience.

Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care

Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process

Experience working in a Studer Group client organization

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jefferson’s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jefferson’s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold & Think Differently and Do the Right Thing

As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.