Patient Experience Coordinator | University Hospital

The Ohio State University

4d • Onsite

About The 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.

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.

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.

Nice To Haves

• 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
• 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

Responsibilities

• Develops, implements, and coordinates programs and services that promote a positive patient experience
• Identifies patient needs
• Spearheads complaint and grievance resolution
• Responsible for data entry and analyses
• Models excellent service to patients and visitors
• Builds relationships with patients, families, and staff to create an environment for optimum patient satisfaction
• Resource for unit level staff and managers, as well as less experienced staff within the departments of patient experience
• Provides personalized guidance and support that promotes a positive patient and family experience throughout the care continuum
• Providing training, coaching, mediation/issue resolution, project support, and data entry and analysis
• Responding to patient, family, and visitor concerns
• Using excellent verbal and written communication skills
• Employing intervention, diplomacy, and conflict management skills and strategies
• Using service recovery approaches to resolve issues
• Assists in providing training to physicians, residents, students, and staff on appropriate behaviors
• Employing conflict resolution tactics, responses, and skills to promote positive perceptions
• Improving processes to elevate the service levels provided to patients, families, and visitors
• Supports the Patient Experience Department by sharing information and analysis, providing team leadership for service improvement initiatives, and supporting department operations

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees