Patient Experience Advocate

OhioHealth; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

OhioHealth in a hospital setting seeks a Customer Experience Specialist to manage intake, investigation and resolution of patient and visitor inquiries. You will collaborate with leaders and physicians to achieve satisfactory outcomes and maintain a comprehensive concern database.

You will support service recovery initiatives, track satisfaction trends, and assist with daily operations of the Customer Experience Office, including volunteers.

Qualifications

• Healthcare-related field or equivalent healthcare experience.
• Knowledge of conflict resolution, interpersonal communication, win-win negotiations, and medical terminology.
• Typing, Microsoft Office Suite, database management, data analytics, excellent communication, customer service, time management, and organizational skills.
• Two years of experience in a consumer advocacy or service role.

Responsibilities

• Concern Management: handle intake, investigation and resolution of customer inquiries using active listening.
• Investigates, routes, or resolves inquiries by gathering information and contacting appropriate leaders or physicians.
• Partners with Risk Management to resolve customer concerns and provides decision-making support to staff.
• Documentation: document information in the concern database and monitor the care site concern work list daily for timely resolution.
• Assist in tracking patient satisfaction trends and drive process improvements related to customer concerns.
• Operations: coordinate system programs, maintain par levels, and manage budgets for programs including service recovery amenities; organize grievance meetings to ensure regulatory compliance.
• Miscellaneous: represent the organization to the public, coordinate special projects, and support daily functions of volunteers in Customer Experience.

Skills

Healthcare experience

Conflict resolution

Interpersonal communication

Medical terminology

Typing

Microsoft Office

Data analytics

Customer service

Time management

Organizational skills

Job description

OhioHealth in a hospital setting seeks a Customer Experience Specialist to manage intake, investigation and resolution of patient and visitor inquiries. You will collaborate with leaders and physicians to achieve satisfactory outcomes and maintain a comprehensive concern database.

You will support service recovery initiatives, track satisfaction trends, and assist with daily operations of the Customer Experience Office, including volunteers.