Patient Experience Coordinator

Ohio State University; United States; On-site; USD 56,000 - 76,000; Full time

Benefits offered by this job

Retirement plan options

Health insurance

Paid vacation and sick leave

Job summary

Ohio State University is seeking a Patient Experience Coordinator to develop and coordinate programs promoting a positive patient experience. This role builds relationships with patients, families, and staff and resolves concerns across the care continuum.

The position emphasizes service recovery, effective communication, and training for physicians, residents, students, and staff to enhance perceived quality and satisfaction. Strong teamwork and process improvement are essential.

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.

Responsibilities

• Respond to patient, family, and visitor concerns with professional communication.
• Utilize conflict management skills and service recovery approaches to resolve issues.
• Provide training to physicians, residents, students, and staff on appropriate behaviors.
• Improve processes to elevate service levels for patients and families.
• Share information and analyses to support department operations.

Skills

Patient experience

Healthcare customer service

Verbal communication

Education

Bachelor's degree in related field

Job description

Job Title:

Patient Experience Coordinator

Department:

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.

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

S2

Location:

University Hospital (0870)

Position Type:

Regular

Scheduled Hours:

40

Shift:

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.

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