Patient Experience Coordinator

6 months ago

Columbus, United States The Ohio State University Full time

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Job Title:

Patient Experience Coordinator - The James

Department:

James | Patient Experience

Scope of Position

Patient Experience Coordinator activities include greeting new admissions and ensuring all clinical and service-related needs are met by proactive rounding, anticipating, and identifying needs, soliciting input, and addressing any issues or concerns. The Patient Experience Coordinator is responsible for providing mediation/issue resolution, service data entry and analyses throughout the health system so that optimal quality and communication can be achieved. This position supports the development, implementation and coordination of programs and services that promote a positive patient experience and patient satisfaction through promoting, coaching, and teaching the customer service behaviors. The Patient Experience Coordinator will work to build relationships with patients, families, and staff to create an environment where optimum patient experiences and positive patient satisfaction flourishes.

Position Summary

The Patient Experience Coordinator is responsible for providing personalized guidance and support that promotes a positive patient/family experience throughout their care continuum. The Patient Experience Coordinator will build relationships with patients, families, and staff to create an environment where optimum patient experience and positive patient satisfaction flourishes. In addition, this position is responsible for providing customer service training, coaching, mediation/issue resolution, project support, service data entry and analysis, and patient information so that optimal quality and communication can be achieved.

Patient Experience Coordinator functions include responding to patient, family and visitor concerns employing excellent verbal and written communications 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. This position assists in providing customer service training; coaches 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 services levels provided to patients, families, and visitors. This position supports the Patient Experience Department with sharing information and analysis, project support, and providing team leadership for customer service improvement initiatives, and support of department operations.

Minimum Qualifications

Must be able to work Monday to Friday, 12 pm to 8:30 pm. This role is focused on the Critical Care Unit.

Bachelor's Degree with emphasis in Human Relations, social work, communications or related field or equivalent combination of education and experience required.

Excellent verbal and written communication skills;

Strong customer service, interpersonal, conflict resolution, program 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 required.

Strong customer service skills 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 

Explore our extensive benefits

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Work-life: Flexible and remote work arrangement opportunities where applicable, childcare program, and access to educational, athletic and cultural events. Retirement: State pension and alternative options with competitive employer contributions, as well as optional supplemental plans. Health: Medical, dental, vision and prescription coverage, life insurance, flexible spending accounts and wellness programming. Time off: Paid vacation and sick time, parental and medical leave plus 11 paid holidays. Short and long-term disability options also available. Financial: Tuition assistance for employees and their dependents, adoption assistance and discounts with preferred vendors and university partners. Wellness: Lifestyle spending account, employee assistance program, health reimbursement account, and employee wellness program.

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