EHC Model of Excellence (EME) Coach in Indianapolis, IN at Eskenazi Health

Date Posted: 8/12/2019

Job Snapshot

Job Description

Organization: HHC

Division:Eskenazi Health  

Sub-Division: FQHC  

Req ID:  1798 

Schedule: Full Time 

Shift: Varied (Days/Evenings) 

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 315-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.


Under the general direction of the Area Operations Director, the EHC Model of Excellence Coach provides internal coaching and process improvement aligning with the mission, vision, values and strategic plans of Eskenazi Health. This position works in collaboration with each health center’s Chief Physician Executive, Health Center Manager, Health Center Coordinator and Primary Care Senior Leadership. The Model of Excellence Coach is accountable for the implementation of the Eskenazi Operational Playbook tools and methods, developed in conjunction with Coleman Associates, and continued monitoring of patient visit data to meet and exceed primary care KPIs. This position proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County.


  • Promotes and teaches patient visit redesign tools to all health center personnel, including clinical staff, management and providers
  • Works with Primary Care Senior Leadership Team (SLT) to update operational playbook documentation, including regular revisions
  • Leads new staff members’ introduction to primary care process improvement and the operational playbook during onboarding, including speaking to new hire groups and conducting 1:1 training
  • Assists health center leadership in data analysis, including at the elbow support for running and customizing reports, and validating reports vs manual data collection
  • Follows up with health centers regarding missing data collection as needed, and ensures all data is reported to Public Relations by deadline
  • Coordinates with Public Relations regarding data dissemination, participates in the production of newsletters and is engaged in future communication efforts
  • Works with SLT, Clinical Staff Affairs, and Public Relations to replace the Vroom! training system within the prescribed time frame; creates Eskenazi-specific training materials and systems to teach these tools in an interactive way
  • Consults with aligned areas within Eskenazi Health (Quality, Risk and Regulatory, Clinical Staff Affairs, Specialty Care, Public Relations, etc.) to collaborate on cross-functional teams and priorities
  • Consults with health centers to pilot new tools and seeks to improve the patient experience, offering tools and knowledge, collaborating on rapid redesign tests
  • Works collaboratively with the Provider PI Champion, exchanging information on coaching methods and bringing the individual into projects as needed
  • Conducts secret shopping to assess patient experience at EHC locations, and uses results to drive coaching
  • Works on site with Health Centers to observe clinic flow and provide at the elbow coaching and analysis
  • Interacts with health center patients after their visits to evaluate if tools were implemented by the health center and/or perceived to be helpful by the patient
  • Regularly briefs the SLT and Infrastructure team on project implementation; proactively identifies slow-adopting teams, and works with health center leadership to track progress and issues
  • Attends relevant internal and external meetings, including Ambulatory Excellence committee and CPE/Manager meetings
  • Drives outcomes and helps health centers achieve organizational goals


  • Fosters supportive environment for process redesign and tool implementation; empowers staff to work to the top of their license, and coaches individuals with respect and accountability
  • Attends primary care meetings and provides group updates on project implementation
  • Works extensively with manually collected and EHR generated data, including running and customizing reports; collaborates with Analytics teams to determine when additional reporting is needed and requests new data in an organized fashion   JOB REQUIREMENTS:  
  • Bachelor’s degree in Business, Management or health care field preferred with two years of experience in an ambulatory healthcare setting; OR five years of health care experience may be accepted in lieu of a degree
  • Experience with primary care process improvement, particularly in the areas of patient access and patient satisfaction; ideal candidate will have extensive knowledge of Coleman Associates “Dramatic Performance Improvement” initiatives and tools, and will have worked in a healthcare setting that has implemented these tools
  • Knowledge of behavior change and process improvement tactics   KNOWLEDGE, SKILLS, & ABILITIES:  
  • Highly knowledgeable in Microsoft Office Suite, including Word, Excel, and PowerPoint
  • Experience using the Epic electronic health record, including pulling and modifying reports
  • General knowledge of the operations of a medical office to include clerical, clinical, and financial functions
  • Knowledge of laws, rules and regulations governing the health care industry including Federally Qualified Health centers
  • Knowledge of relevant regulatory standards
  • Knowledge of primary care performance improvement tactics, particularly Dramatic Performance Improvement
  • Knowledge of coaching methodology and teaching for a variety of audiences
  • Skill and effectiveness to independently grow the program and hold various stakeholders accountable for positive outcomes.
  • Ability to coach a variety of stakeholders, including physicians and other medical providers
  • Ability to coordinate this positions’ efforts with the broader organizational goals and the activities of others
  • Ability to communicate clearly and concisely, both verbally and written
  • Ability to analyze problems and develop effective techniques for resolution
  • Ability to anticipate problems and initiate corrective action
  • Ability to remain calm and work well under pressure
  • Ability to establish and maintain effective working relationships with all employees of the health system   RESPONSIBILITY:  
  • Maintains associate, patient and family confidentiality
  • Maintains protected health information in accordance with HIPAA privacy guidelines and regulations   JUDGMENT:  
  • Employee may work under general supervision and receive general guidance on work priority with substantial employee latitude


  • Daily interactions with health center staff and primary care leadership
  • Maintain professional collaborative relationships with external and internal customers


  • Exposure to pathogens, infectious diseases and in the event require the use of Personal Protective Equipment (PPE)
  • Sitting and/or standing for prolonged periods of time
  • Squatting, kneeling, lifting, bending and/or reaching above shoulder level   WORKING ENVIRONMENT:  
  • Clinical office environment
  • Patient care areas, health centers, nursing offices
  • May be required to attend meetings or perform work remote from the health center or hospital campus        

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.


  1. Administrative Jobs
  2. Bookkeeper Jobs