Patient Experience Coordinator - Inpatient - Days

The Ohio State University; Columbus (OH); On-site; USD 52,000 - 66,000; Full time

Job summary

The Ohio State University is seeking a Patient Experience Coordinator - Inpatient - Days to join the Health System Shared Services team. This role develops programs that promote a positive patient experience and resolves complaints, building strong relationships with patients and staff.

Responsibilities include training, data entry and analysis, and supporting service-improvement initiatives while ensuring high-quality interactions across the care continuum.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Two years in patient experience or healthcare customer service.
• 2-4 years of relevant experience preferred.

Responsibilities

• Respond to patient, family and visitor concerns with professionalism.
• Provide training to physicians, residents, students and staff.
• Handle data entry and analysis to inform improvements.
• Support department operations and lead service-improvement initiatives.

Skills

Customer service

Communication

Healthcare knowledge

Education

Bachelor's Degree in related field

Job description

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Job Title:Patient Experience Coordinator - Inpatient - DaysDepartment: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. 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.

Additional Information

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

Location:University Hospital (0870)Position Type:RegularScheduled Hours:40Shift: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.

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.

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