Experience coordinator

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Job Title:Patient Experience Coordinator

Department:Health System Shared Services | Patient Experience

Scope of Position

The Patient Experience Coordinator provides personalized guidance and support that promotes a positive patient/family experience throughout their care continuum. The Patient Experience Coordinator anticipates and identifies needs by soliciting input and addressing any issues or concerns. The Patient Experience Coordinator is responsible for providing mediation in order to promote resolution to concerns or grievances as well as oversees and manages the proper follow up and service data entry and analyses throughout the health system so that optimal quality and communication can be achieved. The Patient Experience Coordinator works to build relationships with patients, families and staff to create an environment where optimum patient experience and positive patient satisfaction flourishes.

Position Summary

Patient Experience Coordinators proactively rounds on newly admitted patients to ensure clinical and service related needs are being met. This position is responsible for providing patient experience training, coaching, mediation/issue resolution and providing support for hospital initiatives. This position provides coaching to physicians, residents, students and staff on appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided. The Patient Experience Coordinator responds to patient, family and visitor concerns and grievances employing excellent verbal and written communication skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve perceived issues with a wide variety of customers using excellent judgement.

Minimum Qualifications

• Bachelor’s Degree with emphasis in Social Work, Communications, Healthcare Management, Hospitality Management or related field or equivalent combination of experience is required.
• 2 years of experience preferred.
• Excellent verbal and written communication skills, interpersonal, conflict resolution, problem solving and program planning skills; ability to work effectively with all levels of the organization is required.
  
  

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!
  
  

Additional Information

Location:Doan Hall (0089)

Position Type:Regular

Scheduled Hours:40

Shift: 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.

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

As required by Ohio Revised Code section 3345.0216, Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.