Patient Experience Coordinator - 3rd Shift

Ohio State University; Columbus (OH); On-site; USD 40,000 - 52,000; Full time

Job summary

The Ohio State University’s James Cancer Hospital seeks a Patient Experience Coordinator for the 3rd shift to enhance patient and family satisfaction. You will handle training, issue resolution, data entry, and service improvement initiatives within the emergency department.

You will build relationships with patients, families, and staff, respond to concerns, coach physicians and residents, and help implement processes that elevate service levels across the care continuum.

Qualifications

• Bachelor’s degree required or equivalent combination of education and experience.
• Two years in patient experience or healthcare customer service required.
• Excellent verbal and written communication; strong interpersonal and problem-solving skills.
• Ability to work with all levels of the organization and independently on projects.
• Ability to analyze data and translate into actionable improvements.

Responsibilities

• Respond to patient, family, and visitor concerns using strong communication and service recovery skills.
• Provide training, coaching, mediation, and project support within the department.
• Enter and analyze data to support service improvement initiatives.
• Lead or participate in initiatives to elevate patient experience across the care continuum.
• Support physicians, residents, students, and staff on appropriate behaviors and processes.

Skills

Customer service

Communication

Conflict resolution

Problem solving

Data analysis

Program planning

Team collaboration

Education

Bachelor's degree

Job description

## Patient Experience Coordinator - 3rd ShiftApplylocations: James Cancer Hospital and Solove Research Institutetime type: Full timeposted on: Posted Todayjob requisition id: R155027Screen 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 Coordinator - 3rd Shift## 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:*** **This position will support the Emergency Department. Must be available to work** **Tuesday through Friday, 10p-8:30a*** 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.**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:**CAREER LEVEL: S2## Additional Information:## Location:James Cancer Hospital (0375)## Position Type:Regular## Scheduled Hours:40## **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.