Scope of Department

The Department of Patient Experience is responsible for monitoring and enhancing the patient experience which includes complaint resolution, information desk functions, interpretive services and service quality improvement initiatives within the organization. In addition, the department is responsible for meeting Joint Commission standards related to patient rights and organizational ethics and CMS regulation guidelines related to the complaint process.

Scope of Position

The Patient and Family Relations Coordinator is committed to enhancing the quality of care provided to patients and families. This position is responsible for providing family support, education, mediation/issue resolution, project support, and patient information in public spaces so that optimal quality and communication can be achieved. This position supports the development, implementation, and coordination of programs and services that promote positive patient relations and patient/family satisfaction, including promoting customer service behaviors.

Position Summary

Through personal interaction with families and visitors, collaboration with volunteers, and connections with other OSUMC services, the Patient and Family Relations Coordinator provide information, visitation, physical comfort, and emotional support. The Patient and Family Relations Coordinator functions include responding to family and visitor concerns through empathetic verbal communication skills. The Patient and Family Relations Coordinator provide proactive customer service interventions by anticipating the needs and feelings of families and visitors. The Patient and Family Relations Coordinator utilize, as necessary, interpersonal, diplomacy, and conflict management skills, and service recovery approaches. Effective and timely communication is the primary tool and goal of the Patient and Family Relations Coordinator. Because the lobby and visitor lounge environment can sometimes become overwhelming and confusing to families and visitors, the Patient and Family Relations Coordinator, actively communicates family issues, questions, and concerns; regular rounding, and facilitates communication and updates to families and visitors. The Patient and Family Relations Coordinator will be responsible for providing important non-clinical information to families and visitors.

Minimum Qualifications

• Must be available to work Monday through Friday, 11 am to 7:30 pm

• High School diploma or GED. Certification or vocational training may be preferred.

• 1 year of relevant experience required. 2-4 years of relevant experience preferred.

• Ability to use PC and Microsoft Office products software.

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

Ongoing: Annual customer service and patient relations training. Continued demonstration of competence to meet position responsibilities. Maintains knowledge of the James Hospital's 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!

Career Roadmap:

CAREER LEVEL: T2

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