ED Clinical Experience Coach - 140556

The ED Clinical Experience Coach serves within the Office of Experience Transformation and is responsible for advancing patient, guest, and team member experience within the Emergency Department (ED). This role blends clinical expertise, experience improvement strategy, and frontline coaching to drive meaningful and sustainable improvements in the ED care environment.

The ED Clinical Experience Coach partners closely with ED clinicians, leaders, and interdisciplinary teams to enhance the overall patient experience, with a strong focus on the Emergency Department Inpatient (EDIP) experience and the ED Admit experience. This role collaborates directly with inpatient experience coaches to ensure a seamless, coordinated, and patient-centered transition from the ED through inpatient admission.

In addition to project-based improvement work, the ED Clinical Experience Coach actively engages in real-time coaching and development of frontline team members, reinforcing experience standards, service behaviors, and communication best practices aligned with organizational expectations.

This position also provides direct supervision to two (2) ED Experience Specialists, supporting their development, daily operations, and alignment with experience improvement priorities.

KEY RESPONSIBILITIES:

Experience Coaching & Culture Development

• Provide real-time, in-the-moment coaching to ED clinicians and team members to improve communication, empathy, service recovery, and patient engagement.
• Observe workflows and interactions to identify coaching opportunities and reinforce consistent experience behaviors.
• Partner with ED leadership to build a culture of accountability and excellence in patient experience.
• Mentor and support ED Experience Specialists.

ED-Focused Experience Improvement

• Lead and support initiatives to improve the EDIP (Emergency Department Inpatient) experience.
• Drive improvements in the ED Admit experience during transitions to inpatient care.
• Collaborate with inpatient experience coaches to ensure seamless patient journeys.

Rounding & Service Recovery

• Conduct proactive rounding including EDIP patients.
• Serve as a resource for complex patient and family concerns.

Process & Performance Improvement

• Utilize process improvement methodologies and analyze experience data.
• Develop action plans and communicate outcomes.

Collaboration & Leadership

• Partner with clinical and operational leaders across ED and inpatient settings.
• Present findings and experience strategies.

Supervisory Responsibilities

• Supervise two (2) ED Experience Specialists.
• Provide coaching, performance feedback, and professional development.

• RN License issued by the State of California.

• Nine (9) years of relevant experience or a Bachelor's Degree in nursing, healthcare, or related field plus five (5) years of experience.

• Three or more years experience as a Registered Nurse in ED and/or inpatient setting.

• Experience in patient experience improvement or coaching.

• Strong communication and service recovery skills.

• Advanced knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized, strategic organization interventions.

• Demonstrates strong analytical, problem-solving, project planning and implementation skills.

• Highly skilled in facilitation, consulting and relationship building.

• Possesses strong consulting, relationship building, and strategic thinking skills.

• Demonstrates skill consulting to managers and groups at all levels.

• Ability to coach, facilitate and influence people at all levels.

• Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.

• Ability to focus on priorities, strategies, and vision.

• Knowledge of the consulting process to effectively lead engagements from inception to conclusion.

• Ability to persuade through both logic and appeal to positive motivations.

• Experience in experience coaching or team member development.

• Familiarity with ED workflows and EDIP challenges.

• Lean Six Sigma certification.

• Bilingual English/Spanish.

• Supervisory experience.

• Improved EDIP and ED Admit patient experience metrics.

• Consistent experience behaviors among ED team members.

• Seamless ED-to-inpatient transitions.

• Development of ED Experience Specialists.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.