Patient Experience Coordinator - Inpatient - Days

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 60,000 - 70,000; Full time

Job summary

The Ohio State University Wexner Medical Center seeks a Patient Experience Coordinator to deliver a positive patient and family experience across the care continuum. You will build relationships with patients, families, and staff while providing guidance, training, and issue resolution.

The role emphasizes data entry, analysis, coaching, and project support to advance service improvements within the Patient Experience Department.

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

• Develops, implements, and coordinates programs and services that promote a positive patient experience.
• Identifies patient needs, spearheads complaint and grievance resolution, and builds relationships with patients, families, and staff.
• Provides training, coaching, mediation/issue resolution, project support, and data entry and analysis.
• Supports department operations and service improvement initiatives across the Patient Experience Department.

Skills

Verbal communication

Written communication

Coaching

Mediation / issue resolution

Project support

Data entry

Data analysis

Education

Bachelor's Degree in a related field

Equivalent combination of education and experience

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.

Job Requirements

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.

Health Care Administration / Patient Experience - Individual Contributor - Specialized - S2 Experienced

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.