Patient Experience Coordinator - 3rd Shift

Ohio State University; United States; On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Retirement plan options

Health insurance options

Paid vacation and sick leave

Public Service Loan Forgiveness

Job summary

Ohio State University seeks a Patient Experience Coordinator (3rd Shift) to develop and coordinate programs enhancing patient and family experiences. You will identify needs, resolve grievances, and support staff across the Patient Experience Department with training, mediation, and data-driven improvements.

The role emphasizes service excellence, effective communication, and collaboration with physicians, residents, students, and staff to elevate care experiences within James Cancer Hospital.

Qualifications

• 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.
• 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 independently on assigned projects.
• Ability to analyze and interpret data and integrate raw data into actionable process improvements.
• Attend ongoing annual patient relations training.
• Maintains knowledge of the Medical Center’s policies and procedures and functions within those guidelines.

Responsibilities

• Develops, implements, and coordinates programs and services that promote a positive patient experience.
• Identifies patient needs, spearheads complaint and grievance resolution, and models excellent service to patients and visitors.
• Performs data entry and analyses to support service improvements.
• Provides training, coaching, mediation/issue resolution, project support, and data entry and analysis.
• Responds to patient, family, and visitor concerns with professional communication and service recovery strategies.

Skills

Verbal communication

Written communication

Customer service

Conflict resolution

Data analysis

Problem solving

Project planning

Education

Bachelor's degree in related field

Job description

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.

Employee 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!
• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

Employment Information

• Location: James Cancer Hospital (0375)
• Position Type: Regular
• Scheduled Hours: 40
• Shift: 3rd 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.

Career Roadmap

CAREER LEVEL: S2

Equal Opportunity & Diversity

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

Company Culture

At Ohio State, you’ll find work that inspires you. We offer roles and growth opportunities in countless fields and specialties — including a job that’s right for you. Ohio State benefits give you options to take care of what matters most to you — and opportunities to make adjustments as your life and needs change, including: Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost. Paid time off, including sick and vacation time and 11 holidays. State retirement plan or an alternative retirement plan, both with generous employer contributions. As Buckeyes, we accomplish more together. No matter your role, you’ll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together. By joining Ohio State, you become part of a top-20 public university with one of America’s leading academic health centers. We’re a team of dedicated colleagues with access to boundless resources that support you.