Patient Experience Coordinator
Job Details
Job Title: Patient Experience Coordinator
Department: Dentistry | Clinic Administration
The Ohio State University College of Dentistry seeks a Patient Experience Coordinator to join the Office of Clinic Administration. The Office of Clinic Administration oversees the college health care delivery system ensuring optimal health care experience for our dental patients and students. The Ohio State University College of Dentistry is the fourth largest public dental school in the United States. The college is divided into ten divisions with all major ADA-recognized dental specialties represented. The College has approximately 600 students in its undergraduate and graduate programs.
Reporting to the Assistant Dean for Student Clinic Operations, this position will serve as the department and college representative for managing part of our Quality Assurance Program: Press Ganey Patient Experience Surveys and Patient Grievances. This position is responsible for preparing documents and presentation materials for annual committee reviews for process improvement. While maintaining excellent customer service, the individual takes appropriate action to meet customer requests and facilitate problem resolution which may involve multiple clinics and administrative units.
This position takes priorities from the Associate Dean of Clinic Administration and Patient Care and the Assistant Dean for Student Clinic Operations to operationalize department goals and strategy. This position manages and coordinates student licensing examinations, and various department/college activities/events.
The successful candidate is flexible and has knowledge of office practices and procedures, customer service and/or public relations; the ability to understand and follow verbal and written instructions, manage sensitive inquiries and confidential information from college constituents and the general public, define problems, collect data, establish facts and draw valid conclusions, assess questions, and provide appropriate information and apply principles to solve everyday problems.
Work Schedule: Regular office hours are Monday-Friday from 7:30AM-4:30PM; may be asked to work off hours as needed. This position will work two weekends per year to support the student dental licensure exams.
Required Screening: This position requires successful completion of a criminal background check and drug and alcohol screening.
Physical Requirements: Candidate must be able to push and pull carts containing patient records or office supplies, bend/stretch/twist to pick up supplies, files, retrieve records or maintain office appearance, stands and walks for periods of time serving and assisting customers.
Experience and Education:
Required: 6 mos. experience (600 hours course work or training) in customer service or communications, including researching, analyzing and interpreting information; 3 months experience (300 hours course work) in budgeting. 6 mos. experience (600 hours training) in operation of spreadsheet, publication, and/ or presentation software and related computer equipment.
Desired: A minimum of 3 years of customer service experience with direct (in person) customer contact; a minimum of 3 years of experience using computers to generate a variety of materials ranging from basic to complex; considerable data entry experience with a high level of proficiency using Microsoft Office Suite in a business environment; ability to use basic office equipment; fax machines, copier/printers, laminators; a high level of verbal and written skills; ability to consistently contribute to and work within a fast-paced team environment.
Target Salary Range: $18.37 - $23.99 (based on experience and education)
Location: Postle Hall (0024)
Position Type: Regular
Scheduled Hours: 40
Shift: First Shift
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