Patient Experience Coordinator

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Retirement plan options

Paid vacation and sick leave

Disability benefits

Parental leave

Loan forgiveness

Job summary

The Ohio State University Wexner Medical Center seeks a Patient Experience Coordinator to develop and coordinate programs that promote a positive patient experience. The coordinator identifies patient needs, spearheads complaint and grievance resolution, and handles data entry and analysis.

Responsibilities include training staff on service excellence, mediating issues, and supporting department operations to elevate patient satisfaction across care settings.

Qualifications

• Bachelor's Degree in human relations, social work, communications, or related field.
• 2 years of relevant experience; 2–4 years preferred.
• Excellent verbal and written communication; strong customer service, interpersonal, conflict resolution, problem solving, and program planning skills.
• Ability to work with all levels of staff, patients, and visitors.
• Ability to work independently on assigned projects.
• Ability to analyze and interpret data to drive improvements.

Responsibilities

• Develop and coordinate programs that promote positive patient experience.
• Identify patient needs and spearhead complaint resolution.
• Enter and analyze data to drive service improvements.
• Train staff on appropriate behaviors and service recovery.
• Build relationships with patients, families, and staff to improve satisfaction.

Skills

Communication

Customer service

Interpersonal skills

Conflict resolution

Problem solving

Program planning

Education

Bachelor's degree in related field

Job description

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. The Patient Experience Coordinator builds relationships with patients, families, and staff to create an environment for optimum patient satisfaction. The Patient Experience Coordinator is a resource for unit level staff and managers, as well as less experienced staff within the departments of patient experience. The Patient Experience Coordinator works independently to meet system-wide objectives.

Position Summary

The Patient Experience Coordinator (S2) provides personalized guidance and support that promotes a positive patient and family experience throughout the care continuum. The Patient Experience Coordinator 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 with an emphasis in human relations, social work, communications, or a related field or equivalent combination of education and experience required.


• 2 years of relevant experience required. 2-4 years of relevant experience preferred.


• Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, problem solving, and program planning skills.


• Ability to work effectively with all levels of the organization, patients, and visitors.


• Ability to work independently on assigned projects.


• Ability to analyze and interpret data and integrate raw data into actionable process improvements.

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!

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

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