PHYSICIAN SERVICE COACH

PREVEA MISSION STATEMENT

To take care of people with passion, pride, and respect.

OVERALL EXPECTATIONS STATEMENT

Providing exceptional care for our patients as well as recognizing the value of your co-workers is the expectation of all members of the Prevea Clinic organization. All members are expected to focus on the patient’s needs; relate to all in a friendly, accepting manner; communicate in a positive and professional way to patients and co workers; use time effectively and efficiently; and demonstrate an overall high level of performance.

JOB SUMMARY
Through real-time observation of physicians and other care providers the Physician Service Coach provides constructive feedback on the overall patient experience. The Physician Service Coach works individually with physicians to develop positive service behaviors and reduce negative service behaviors. The Physician Service Coach makes observations and suggestions then partners with physicians in determining, implementing, and documenting an improvement plan.

MAJOR RESPONSIBILITIES (This list may not include all of the duties assigned.)

  1. Schedule and provide individualized observations and coaching of physicians and other care providers on enhancements to customer service.
  2. Perform routine follow-up with physicians found to need additional coaching.
  3. Monitor and report on all physician customer service scores, trends, and personal improvement plans.
  4. Create and maintain a database of physician observations and improvement plans.
  5. Utilize Press Ganey data to track improvement progress and coaching effectiveness.
  6. Communicate with the Customer Service Manager, Chief Medical Officer, and physician related customer service committees as needed.
  7. Participates in the ongoing development of the Physician Coaching Program.
  8. Create/develop training and resource materials as needed.
  9. Speak to physician and other provider groups on customer service and coaching topics as needed.
  10. Performs related work as required.

PERFORMANCE REQUIREMENTS

  1. Ability to effectively work with all personality types and attitudes.
  2. Ability to work effectively in various environments including exam rooms and procedure spaces.
  3. Ability to exercise judgment, initiative and decision-making in meeting clinic objectives.
  4. Skill in leadership, critical thinking, and communication.
  5. Skills in establishing and maintaining effective working relationships with employees, management and the public.

EDUCATION / EXPERIENCE

  1. Registered Nurse or equivalent education and experience preferred.
  2. Minimum of three years direct patient care experience including regular interaction with physicians. Behavioral Care experience a plus.
  3. Experience dealing with a variety of specialties and providers types is ideal.
  4. Advanced knowledge of medical terminology.
  5. Thorough knowledge of clinic’s physician practice management software.
  6. Thorough familiarity with the Press Ganey survey, reports and associated metrics.
  7. Knowledge of Microsoft Office Suite Applications (Word, Excel, Outlook).
  8. Knowledge of use of personal computers and general software applications.
  9. Knowledge of education/training practices and theories.
  10. Knowledge of formulating education training goals and objectives.
  11. Knowledge of adult-oriented instructional skills.
  12. Working knowledge of statistics.

NON-ESSENTIAL DUTIES
Other duties as assigned.

TYPICAL PHYSICAL DEMANDS:

Requires frequent sitting, frequent standing, bending, stooping and occasional lifting up to 50 pounds. Requires normal range of hearing and manual dexterity sufficient to operate keyboard, telephone, photocopier, calculator and other office equipment as needed. Requires ability to work under stressful conditions and to work irregular hours and deal with irate individuals. Requires travel to various work sites.

TYPICAL WORKING CONDITIONS:

Normal office environment with routine passive work in patient exam spaces. Occasional early morning and evening or weekend work.

1