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Engagement Coach - Northwest Regional Medical Group, Full-time, Days

Northwestern Medicine
Employment type: 
Full time
Required degree level: 
Remote Position: 


Demonstrates Values, Patient Satisfaction and Service Excellence:

  • Presents a friendly, approachable, professional demeanor and appearance.
  • P rovides accurate information and timely updates to patients and customers.
  • Addresses questions and concerns promptly, or identifies appropriate person and resources to do so.
  • Provides directions or help to patients and customers with finding their way.
  • Uses effective service recovery skills to solve problems or service breakdowns when they occur.
  • Demonstrates teamwork by helping co-workers within and across departments.
  • Communicates effectively with others, respects diverse opinions and styles, acknowledges the assistance and contributions of others.
  • Serves as a role model and coach to others; builds partnerships and teams.
Patient Satisfaction Data Analysis:
  • Works with NM Analytics department to develop and distribute automated patient satisfaction reporting and dashboards through the EDW.
  • Creates, distributes, and analyzes monthly patient satisfaction reports utilizing NM and vendor reporting tools (Press Ganey Online, EDW, etc.).
  • Creates and completes ad-hoc patient satisfaction reports and presentations as requested by internal customers and departments.
  • Pro-actively monitors patient satisfaction survey data and comments to identify trends, changes, and areas of opportunity.
Patient Experience Coaching and Program Management:
  • Defines and executes innovative analytic approaches to strategic questions, to provide executive-level recommendations and reports based on effective analysis and research.
  • Draws upon healthcare knowledge, trends, and experiences to inform analysis and to highlight relevant implications for the organization.
  • Designs and packages Board and executive-level presentations and written communications with minimal oversight.
  • Applies project management methodologies, such as developing project charters and monitoring/measurement systems, to implement strategic initiatives.
F unctions as an internal consultant to leaders across the organization:
  • Provide data collection and analysis, develop strategic plans, and implement project plans.
  • Consistently demonstrates a professional, self-directed approach to department responsibilities.
  • Consistently demonstrates flexibility and organization while maintaining high levels of performance under stressful situations.
  • Meets with assigned departments, leadership teams, or other internal stakeholders to review performance and create and manage improvement plans.
  • Provides training on data sources, tools, and planning methodologies to team members when needed.
  • Encourages and facilitates continuous learning and development, for self and others.
  • Attends staff or leadership meetings when applicable, rounds regularly on patients and staff.
  • Works with NM system functions to implement programs and initiatives that support improving the patient experience (NM Academy, HR, Process Improvement, Analytics, etc.).
  • Provides leadership on other departmental projects as assigned. EOE
Minorities/Women/Disabled/Veterans. VEVRAA Federal Contractor.


  • 5-7 years of patient experience or customer service coaching and/or program management.
  • Experience in strong customer service environment with demonstrated commitment to improving the patient experience.
  • Bachelors Degree in relevant field.
  • Facilitation / Project Management of change initiatives across various levels of an organization.
  • Solid presentation skills with a high level of energy and enthusiasm.
  • Proven software competencies (Excel, Power Point, Access); highly skilled in Excel.
  • Flexible/adaptable: ability to work with diverse group of healthcare professionals in a matrix environment.
  • Excellent organizational, communication and interpersonal skills.

  • Masters Degree in relevant field. Licensed Registered Nurse.
  • Direct patient care experience in some capacity (nurse, social work, lab/procedural, technician, etc.).
  • Previous experience with patient satisfaction vendors, Press Ganey and / or other.
  • Knowledge of patient loyalty as a strategic growth initiative.

Northwestern Medicine is dedicated to providing the most advanced healthcare to the communities and patients we serve. The Northwestern Medicine clinical and administrative staff, medical and science faculty and medical students come together everyday with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.

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