Job Description Job Summary: Under the supervision of the CNO, Patient Experience, completes tracers, coaches and implements initiatives that promote a culture of patient centered care emphasizing outstanding service and compassion. The position will: Assist in collecting, tracking and analyzing service excellence trends for optimizing service outcomes Communicate hospital wide progress on services and patient relation initiatives to all relevant team members Collaborate with education to create educational programs promoting patient centered care Coach employees to maximize the use of customer service tools and programs for enhanced patient experience by regular rounding Actively participate on patient experience team Assist with management follow-up and communication related to patient grievances/concerns Facilitates and assists administrative staff, management team and associates in their understanding, promulgating and implementing of the Mission, Values and Philosophy of CHS, LHN and St. Joseph Hospital. Directs the Pastoral Care Department staff in implementing the delivery of chaplain services to the hospital’s patients, physicians, visitors, employees and volunteers. Assists the hospital in meeting the missions needs of the community. Assists hospital CEO to assure compliance with the Catholic covenants of the Asset Purchase Agreement with Ancilla Systems. Job Requirements Minimal Acceptable Job Qualifications Registration/Certification/Licensure: Current Indiana state licensure as a Registered Nurse; CPR (Cardio-Pulmonary Resuscitation) within three (3) months of hire Experience: One year of clinical healthcare experience required. Education: Graduate of an accredited school of nursing and current registration as a Registered Nurse. Job Knowledge & Skills: 1) Demonstrates working knowledge of the English language, verbal and written. 2) Requires working knowledge of the health care environment, dynamics of hospital internal and external customer relations including physician, employees and patients. 3) Requires knowledge of the use of HCAHPS, market research, and other proxy data to identify industry “best practice” relative to the patient experience and to integrate and direct agreed upon actions. 4) Demonstrates a high level of personal accountability to role model and lead by example the expectations for all associates to provide exemplary customer service. 5) Demonstrates extremely independent judgment and self-motivation. 6) Demonstrates an extremely high level of interpersonal and communication skills, both verbal and written, to interact effectively with all hospital groups; board members, medical staff, hospital associates, patients, families, and the community.