Job Title:
Patient Experience Coordinator
Job ID:
429774
Location:
Harding
Department:
OSU Harding Administration
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Shift:
Day
FTE %:
100
Salary Range Min:
$16.88
Salary Range Max:
$24.47

Position summary

Patient Experience Coordinator (Job Opening 429774) - Scope of Department OSU Harding Hospital and Behavioral Health Services is responsible for monitoring and enhancing the patient experience and patient advocacy as required by the Ohio Department of Mental Health and Addiction Services (ODMAS) which includes complaint resolution, information desk functions, patient advocacy services and service quality improvement initiatives within the organization. Scope of Position Patient Experience Coordinator/Patient Advocate activities include greeting new admissions, and ensuring all clinical and service related needs are met for each patient by proactive rounding, anticipating and identifying needs, soliciting input and addressing any issues or concerns. The Patient Experience Coordinator/Patient Advocate 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/Patient Advocate 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/Patient Advocate is responsible for providing personalized guidance and support that promotes a positive patient/family experience throughout their care continuum. The Patient Experience Coordinator/Patient Advocate 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/Patient Advocate 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 supports the Patient Advocacy role for OSU Harding Hospital and Behavioral Health Services under ODMAS guidelines by sharing information and analysis on patient concerns, project support, and providing team leadership for customer service improvement initiatives, and support of department operations.

Education and experience

Bachelor's Degree or 5 years progressive work in this area with an 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.

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