Patient Experience Coordinator - The James

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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 Requirements

• Must be available to work flexible hours with weekend availability.

• 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.

Ongoing: Maintains knowledge of the Ohio State University W