Patient Experience Coach

At Ivinson Memorial Hospital we are committed to excellence, trust, healing, and integrity.  We pride ourselves in providing compassionate, world-class care to our community. At Ivinson we offer a competitive total rewards package including; full medical, dental, and vision insurance, retirement plans, paid time off and tuition reimbursement opportunities. Ivinson aims to improve the care provided for our patients and create a work-life balance for our employees by creating a culture of transparency, teamwork, accountability, and trust.

Base salary starts at $37.09/hr.

E S S E N T I A L  F U N C T I O N S

• Support the achievement of high-level patient satisfaction and service excellence throughout IMH


• Develop, coach and mentor teams to improve operational excellence and the patient experience


• Assists in the deployment of support tools and ensures that they are effectively used on an operational basis


• Assists in the development and implementation of best practice processes and procedures to improve patient experience


• Serves as the main Patient Advocate for IMH, including monitoring patient complaints/grievances and promoting timely resolution of incident reports


• Provides Patient Experience report to the Board Quality and Safety Committee and Board of Directors as directed


• Works closely with Patient Survey Vendor (i.e. Press Ganey) to communicate hospital specific needs and collaborate on improvement initiatives


•  Run monthly patient survey vendor reports for distribution to department leadership


• Other duties as assigned.

E D U C A T I O N 

•  Bachelor's degree or equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired


•  Master’s degree preferred

E X P E R I E N C E

•  At least two (2) years of experience in healthcare required

C R E D E N T I A L S 

•  N/A

K N O W L E D G E , S K I L L S  A N D  A B I L I T I E S

• Excellent customer service skills, including but not limited to: a friendly personality, tact, patience, empathy and a helpful, professional attitude both in person and on the telephone.


• Ability to effectively communicate with staff, managers and the general public verbally and in writing.


• Demonstrate effective listening skills.


• Excellent organization and time management skills and ability to establish priorities effectively.


• Possess exceptional problem solving skills.


• Ability to work effectively without immediate supervision.


• Ability to learn new computer software programs.


• Ability to recognize and protect confidential information.


•  Demonstrate ethical and legal accountability for the position.

At Ivinson Memorial Hospital, we believe that our employees are our greatest investment. That’s why we are committed to fostering a supportive, empowering environment where every team member has the resources and opportunities to thrive. We know that providing world-class healthcare starts with investing in our employees, ensuring they have the tools to grow, excel, and provide exceptional care.

Our competitive and comprehensive total rewards package includes: 

For benefits eligible employees: 

• Medical, dental, and vision insurance


• Paid time off: take the time you need to recharge


• Retirement plans, including 403(b) matching


• Employer-paid life and long-term disability insurance: Peace of mind for you and your family

For all employees: 

• Yearly work anniversary pay increases


• Education Reimbursement; up to $2,500 annually


• Retirement plan participation


• Free certification classes: enhance your skills at no cost to you


• Health and Wellness discounts at local gyms


• Discounts at select mobile networks, local vendors, and Elitch Gardens


• Mental Health: 6 free confidential, in-person counseling sessions offered by Pathways annually


• Financial Counseling: free services through WellCents to help you take control of your financial journey


• Legal assistance and will preparation services


• Student Loan Forgiveness: Ivinson Memorial Hospital is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program

Please use this link for more information regarding our rewards package and benefits: Benefits Guide.

At Ivinson Memorial Hospital, we are more than just a workplace – we are a community where your growth and well-being matter. Join us in making a difference in the lives of the Laramie community and help us provide world-class care.