Patient Experience Coordinator - 3rd Shift

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

The Ohio State University Wexner Medical Center is seeking a Patient Experience Coordinator to develop, implement, and coordinate programs that promote a positive patient experience. The role identifies patient needs, leads complaint resolution, and analyzes data to drive improvements across care teams with a focus on building relationships with patients, families, and staff.

The position supports training, coaching, mediation, and service recovery, while collaborating with physicians,

Qualifications

• Bachelor’s Degree in a related field or equivalent combination of education and experience.
• 2+ years experience in patient experience or healthcare customer service.

Responsibilities

• Respond to patient, family, and visitor concerns with professionalism.
• Provide training, coaching, mediation/issue resolution, and project support.
• Enter and analyze data to drive service improvements.
• Build relationships with patients, families and staff to promote satisfaction at the unit and department level.

Skills

Verbal communication

Written communication

Customer service

Interpersonal skills

Conflict resolution

Problem solving

Program planning

Education

Bachelor’s degree or equivalent

Job description

Current Employees and Students: Please log in to Workday to use the internal job search and application process.

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.

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

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.