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Performance Improvement Coach


Lancaster General Hospital

Cost Center

3507 Performance Improvement

Supervisory Organization

Performance Improvement




HOURS: Full-Time 1.0 FTE; 40 hours per week, hours within Monday-Friday 8:30AM-5:00PM, no weekends/holidays.

ATTENTION: Please be aware that, if you are an external applicant, you may need to complete an online assessment as part of the hiring process. This assessment will be sent to the e-mail address that you included in your application. Please note: Some e-mail accounts may receive the assessment e-mail in their junk/spam e-mail. This assessment must be completed within 5 days of receiving it. For more information regarding the assessment, please click HERE.

POSITION SUMMARY: The Performance Improvement Coach (PI Coach) works collaboratively with all organizational leaders and role-models the behaviors that support a culture of continuous improvement that is systematic, measureable, and utilizes ideas of front-line staff to drive improvements.  The PI coach provides formal and informal education/training on continuous improvement and Lean Management System methodology/tools and serves as a facilitator for change within operational and/or clinical improvement teams.  The PI Coach is responsible for working collaboratively with physicians, administrative leaders, and supervisors to develop self-sufficiency in leading continuous improvement efforts within their department.  Coaching of leaders and staff is focused on measurably improving organizational goal achievement in the areas of patient experience, quality and patient safety, access, employee engagement, and reduction of waste.  

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Establish and maintain effective working relationships with leaders and staff at all levels within the organization to support daily continuous improvement and the development and compliance with standard work processes. 
  • Provide/facilitate education and training on Lean Management System (LMS) and continuous improvement methodology and provide coaching for departments to meet their goals and objectives.
  • Support/facilitate initiatives to redesign care processes that cross departmental boundaries working closely with an organizational leader who is the executive sponsor.   
  • Consult with organizational leaders to identify potential projects involving cross-departmental processes and develop project proposals. Develop approved projects and project timelines in accordance with the charters and project plans and ensure that key metrics are defined, developed, tracked and re-evaluated to promote accountability and sustainability of results.
  • Establish system-wide processes/tools to monitor the continued advancement of a Lean Management System (LMS) and identify areas where there is a lack of LMS and provide additional coaching support and organizational visibility related to the current gaps and opportunities for improvement.
  • Deliver clear and concise communications (verbal and written) to support the continued development and advancement of a Lean Management System.
  • Maintain knowledge of applicable regulatory and organizational policies that need to be incorporated into project assessment, planning, updates and reports in an effort to maintain compliance with established policies/regulations. Identify policies that need to be modified based on improvements in standard work processes. 
  • Participate as an advisor in various committees or work groups related to continuous improvement initiatives.
  • Collaborate with program/serviceline leaders that oversee programmatic improvement initiatives to ensure use of a consistent methodology, tools, and use of coaching techniques.
  • Assist departments with changes to their current processes, documentation of standard work for key processes, and use of daily accountability tools.
  • Maintain proficiency in training of adult learners and remain current with health care trends and use of Toyota Production System and Lean Management tools.


  • A Bachelor’s degree is required, Master’s degree is preferred.
  • Successful completion of the Lean Practitioner for Leaders and Advanced Lean Management System course (provided internally) within 3 months of hire is required.
  • Black Belt Certification by an industry recognized program is preferred.
  • Knowledge and experience in quality improvement models, particularly Lean, the Toyota Production System (TPS), or IHI Model for Improvement – either within the healthcare or manufacturing setting. 
  • Minimum of 2 years leading and/or participating in performance improvement initiatives including project management experience
  • Experience providing training, instructional programs, or individual/group facilitation appropriate for adult learners and the ability to relate to leaders and staff of various ages, skills, and educational background.
  • Thorough knowledge and experience with adult education principles, curriculum development, program evaluation techniques, tool development and logistics preferred.
  • Toyota Production System (TPS) experience preferred.
  • Experience within an organization utilizing Lean as a management system for driving continuous daily improvements preferred.

This position is located in Lancaster, PA.

LGH Full Time Posted on 12/03/2019