Patient Experience Coordinator

The Ohio State University; Columbus (OH); On-site; USD 56,000 - 72,000; Full time

Benefits offered by this job

Retirement plan options

Health insurance (dental, vision, Rx)

Paid vacation and sick leave

Public Service Loan Forgiveness

Job summary

The Ohio State University invites applications for the Patient Experience Coordinator in the Health System Shared Services | Patient Experience. The role focuses on developing and coordinating programs to promote a positive patient experience and resolve patient concerns throughout the care continuum.

Responsibilities include training staff, data entry and analysis, and supporting service improvement initiatives while building strong relationships with patients, families, and providers across

Qualifications

• Bachelor's Degree in a related field or equivalent combination of education and experience required.
• 2 years of prior experience in patient experience or healthcare customer service required; 2–4 years preferred.

Responsibilities

• Develops, implements, and coordinates programs and services to promote a positive patient experience.
• Identifies patient needs and spearheads complaint and grievance resolution.
• Provides training, coaching, mediation/issue resolution, project support, and data entry/analysis.
• Builds relationships with patients, families, and staff to create an environment for optimum patient satisfaction.

Education

Bachelor's Degree in a related field or equivalent combination of education and experience

Job description

Screen reader users may encounter difficulty with this site.

For assistance with applying, please contact [e-mail].

If you have questions while submitting an application, please review these frequently asked questions.

Current Employees and Students: If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.

Welcome to The Ohio State University's career site.

We invite you to apply to positions of interest.

In order to ensure your application is complete, you must complete the following:

• Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
• Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.

Job Title:Patient Experience CoordinatorDepartment:Health System Shared Services | Patient Experience

Scope of Position

The Patient Experience Coordinator develops, implements, and coordinates programs and services that promote a positive patient experience. The Coordinator identifies patient needs, spearheads complaint and grievance resolution, is responsible for data entry and analyses, and models excellent service to patients and visitors; builds relationships with patients, families, and staff to create an environment for optimum patient satisfaction; is a resource for unit level staff and managers, as well as less experienced staff within the departments of patient experience; works independently to meet system-wide objectives.

Position Summary

The Patient Experience Coordinator provides personalized guidance and support that promotes a positive patient and family experience throughout the care continuum. The position builds relationships with patients, families, and staff to create an environment for optimum patient satisfaction. In addition, this position is responsible for providing training, coaching, mediation/issue resolution, project support, and data entry and analysis.

The Patient Experience Coordinator functions include responding to patient, family, and visitor concerns; using excellent verbal and written communication skills; employing intervention, diplomacy, and conflict management skills and strategies; and using service recovery approaches to resolve issues. This position assists in providing training to physicians, residents, students, and staff on appropriate behaviors; employing conflict resolution tactics, responses, and skills to promote positive perceptions; and improving processes to elevate the service levels provided to patients, families, and visitors. This position supports the Patient Experience Department by sharing information and analysis, providing team leadership for service improvement initiatives, and supporting department operations.

Minimum Qualifications

• Bachelor's Degree in a related field or equivalent combination of education and experience required.
• Two (2) years previous experience in patient experience or healthcare customer service required. 2-4 years of relevant experience preferred.

Our Comprehensive Employee Benefits Include

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.
• And much more!

Career Roadmap: S2

Additional Information:Location:University Hospital (0870)Position Type:RegularScheduled Hours:40Shift:First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

The university is an equal opportunity employer, including veterans and disability.