Patient Experience Senior Representative

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 relations, social work, communications, or a related field or equivalent combination of education and experience required.

• Four (4) years previous experience in patient experience or healthcare customer service required.

• Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, problem 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.

• Strong leadership skills preferred.

• Ability to use PC and Microsoft Office products to produce operational projections and develop service coverage schedules.

• Evidence of highly developed, effective interpersonal communication skills, telephone skills, effective decision-making, supervisory skills, organizational skills, and service recovery skills.

• Annual patient relations training.

• Continued demonstration of competence to meet position responsibilities.

• Maintains knowledge of the Medical Centers policies and procedures and functions within those guidelines; maintains positive patient and guest relations.

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!