Senior Patient Experience Coordinator

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Job Title:

Senior Patient Experience Coordinator

Department:

Health System Shared Services | Patient Experience

Scope of Position 

The Patient Experience Coordinator (S3 - Senior), also known as the Senior, is a member of the Patient Experience Department leadership team and contributes to the development and execution of the department and organization's mission, vision, values, and strategic plan. This position is responsible for all the duties that come with being a Patient Experience Coordinator (S2), as well as leading and organizing the efforts of the Patient Experience Coordinator team. This position leads and supports a positive patient experience throughout a patient's stay and is responsible for engaging other departments to advance patient experience initiatives. The Senior Coordinator will focus on developing the Patient Experience Coordinator team and ensuring the team provides personalized and proactive interactions. In addition, this position is responsible for ensuring compliance with Joint Commission standards as well as supporting patient rights and responsibilities, organizational ethics, and CMS guidelines related to the complaint process. The Senior Coordinator ensures that all staff, physicians, and volunteers interacting with our patients and families comply with these guidelines while emphasizing empathy and compassionate care. The Senior Coordinator works collaboratively with hospital administration, directors, managers, and medical staff to ensure the delivery of differentiated, affordable, high-quality, and personalized health care in an accessible, patient-friendly, research-focused environment.

Position Summary

The Senior Coordinator provides personalized guidance and support that promotes a positive patient and family experience throughout the medical center system. This position performs all duties of a Patient Experience Coordinator (S2), in addition to coordinating daily workflow, completing timekeeping, reviewing the complaint management system, coaching and mentoring colleagues, addressing escalated concerns, and supporting the department's operation. The Senior Coordinator will assist with performance evaluations of all Patient Experience Coordinators and is responsible for developing and orienting all newly hired Patient Experience Coordinators. The Senior Coordinator routinely works independently and possesses the authority to make autonomous decisions regarding workflow. The Senior Coordinator may cover additional manager responsibilities, as necessary, in their absence or should a vacancy occur, with guidance from the Director of Patient Experience. Other activities include ensuring all clinical and service-related needs are met by proactive rounding, anticipating and identifying needs, soliciting input, and addressing any issues or concerns. This individual will handle complex concerns and grievances. This individual will enhance guidance, communication, and collaboration, act as a key liaison between physicians and staff, and coordinate support and connectivity. The Senior Coordinator will build relationships with patients, families, and staff, creating a seamless environment to model and create an optimum patient experience, positively influencing overall patient satisfaction. This position supports and ensures team understanding and commitment to The Ohio State University Wexner Medical Center Strategic Plan.

Minimum Qualifications

• Bachelor's Degree with an emphasis in human rela