Patient Experience Coordinator

The Ohio State University; Columbus (OH); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Retirement plan options with employer contribution

Affordable health insurance options

Paid vacation and sick leave

Public Service Loan Forgiveness program

Job summary

The Ohio State University is seeking a Patient Experience Coordinator to develop and coordinate programs that enhance the patient experience. This role includes resolving complaints, identifying patient needs, and training staff.

Qualified candidates will possess a Bachelor’s degree and have two years of experience in healthcare customer service. Excellent communication, problem-solving, and conflict resolution skills are essential. The position offers generous benefits and a collaborative environment.

Qualifications

• 2-4 years of relevant experience in healthcare customer service preferred.
• Ability to analyze and interpret data and integrate into actionable improvements.
• Maintains knowledge of Medical Center’s policies and procedures.

Responsibilities

• Develop, implement, and coordinate programs enhancing patient experience.
• Spearhead complaint and grievance resolution.
• Provide training and coaching to staff and healthcare professionals.

Skills

Excellent verbal and written communication skills

Customer service

Conflict resolution

Problem-solving

Program planning

Education

Bachelor’s Degree in a related field

Job description

Patient Experience Coordinator

Department: James | 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 Requirements

• Bachelor’s Degree in a related field or equivalent combination of education and experience.
• Two (2) years previous experience in patient experience or healthcare customer service 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.
• Attend ongoing annual patient relations training.
• Continued demonstration of competence to meet position responsibilities.
• Maintains knowledge of the Medical Center’s policies and procedures and functions within those guidelines.
• Maintains positive patient and guest relations.

Benefits

• 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

CAREER LEVEL: S2

Location: James Cancer Hospital (0375)

Position Type: Regular

Scheduled Hours: 40

Shift: Second 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.

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