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

Retirement plan options

Health insurance options (dental, visn

Paid vacation and sick leave

Public Service Loan Forgiveness

Job summary

The Ohio State University Wexner Medical Center seeks a Patient Experience Coordinator to promote a positive patient and family experience across the care continuum. You will build relationships with patients, families, and staff, coordinate service improvements, and support training, coaching, and issue resolution.

Responsibilities include responding to concerns, data entry and analysis, and serving as a resource for staff while driving complaint resolution and service excellence in a large

Qualifications

• Bachelor's Degree in 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.

Responsibilities

• Develops, implements and coordinates programs to promote a positive patient experience.
• Spearheads complaint and grievance resolution and serves as a resource for staff.
• Performs data entry and analyses to support service improvements and decision making.
• Provides training, coaching, mediation/issue resolution, and project support.
• Supports department operations and drives service recovery and continuous improvement initiatives.

Skills

Patient experience

Healthcare customer service

Data entry/analysis

Education

Bachelor's Degree in a 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; 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

Thank you for your interest in working at Ohio State.

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.