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About Children's Minnesota

Children's Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children's Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children's Minnesota is regularly ranked by U.S. News & World Report as a top children's hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.

Position Summary

The Experience Coach works closely with clinical and department leaders from the areas assigned to identify, plan, design and implement patient family experience improvement strategies. Serving as an in-house expert in patient experience and patient family centered care principles; this role also understands the importance of meaningful employee engagement to drive a differentiated Children's Way experience that is recognized across our region. This role demonstrates a commitment to driving an equitable, diverse and inclusive organization through internal practices and in service of patients.

The Experience Coach collaborates with other hospital departments and ambulatory clinics, patient relations, human resources, clinical staff, to ensure the organization meets and exceeds patient experience goals as measured by voluntary surveys as well as strategic and operational goals aligned with Children's evolving experience strategy.

The Experience Coach reviews and understands patient experience data, employee engagement data and aggregates other insights for the areas they oversee to provide consultation, active coaching and training to clinical and non-clinical staff in service improvement and service recovery. Through collaboration, reporting, and/or observation, the coach ensures that the solutions planned are addressing real issues and value-add opportunities for patients/families through all interactions with and within our organization.

License/Certification/Registration required? No

Education:
*Bachelor's degree in social science, organizational development, organizational change management, customer service/hospitality, healthcare administration, nursing or a related field required.
*Patient Experience Professional Certification, or Patient Advocacy Program Certification preferred.

Experience:
*3 years of professional work experience in best-in-class service approaches, change management and expertise in coaching techniques.
*Must understand HCAHPS, CMS and patient satisfaction survey tools, and complaint management.

Knowledge/Skills/Abilities:
*Provide observation and professional coaching to staff at all levels based on performance improvement strategies.
*Demonstrate expertise to evaluate employee competency and support the hardwiring of standardized processes, behaviors and initiatives related to exceptional patient experience.
*Incorporate storytelling to promote the linkage between patient family satisfaction with improvement in clinical outcomes, employee retention and engagement and organizational health.
*Participate in the development and implementation of projects related to system-wide patient/customer experience initiatives (i.e. education, patient/ family councils, experience design, patient voice technology solutions, etc.).
*Commitment to driving an equitable, diverse, and inclusive organization through internal practices and in service of patients/families.
*Lead by consistent role modeling organizational values, service behaviors and communication with patients/family members and coworkers.
*Conduct engaging training techniques to influence behavior change: Role play, simulations, scenario design, etc.
*Working knowledge of and experience with continuous process improvement methodologies and tools such as Lean, Six Sigma, PDSA/PDCA, etc.
*Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership required.
*Quickly establishes trusting relationships with staff.
*Ability to flex hours to provide some training and coaching for staff working night and weekend shifts.
*Flexibility and adaptability to change, with ability to function in a highly independent manner due to various ambulatory and hospital locations.
*Ability to analyze patient/family satisfaction data to provide information to various groups to support process improvement efforts and support long term improvements.

Physical Demands

Please click here to view the Physical Demands

All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification. Children's Minnesota requires proof of COVID-19 vaccine, and as recommended by the Centers for Disease Control and Prevention (CDC), immunity to vaccine preventable infectious diseases, prior to employment.

Children's Minnesota is committed to providing Equal Employment Opportunities to all applicants. EO M/F/Disability/Vet Employer.

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