Patient and Family Relations Coordinator - Patient Experience

Ohio State University; Columbus (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

The Ohio State University Medical Center is seeking a Patient Representative to provide information, visitation, and emotional support to families and visitors in public spaces. You will respond empathetically to concerns, anticipate needs, and coordinate with volunteers and other OSUMC services to promote positive patient relations.

Qualifications include a High School diploma or GED and 1 year of relevant experience, with 2-4 years preferred.

Qualifications

• High School diploma or GED required.
• 1 year of relevant experience required.
• 2-4 years of relevant experience preferred.

Responsibilities

• Provide family support, education, mediation/issue resolution, and patient information in public spaces.
• Respond to family and visitor concerns with empathetic verbal communication.
• Proactively communicate, round, and facilitate updates to families and visitors.
• Deliver important non-clinical information and promote patient relations and satisfaction.

Skills

Customer service

Empathy

Verbal communication

Interpersonal skills

Conflict resolution

Diplomacy

Education

High School diploma or GED

Job description

**Scope of Position**The Ohio State University Medical Center 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 the 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 Representative provides information, visitation, physical comfort, and emotional support. The Patient Representative functions include responding to family and visitor concerns through empathetic verbal communication skills. The Patient Representative provides proactive customer service interventions by anticipating the needs and feelings of families and visitors. The Patient Representative utilizes, 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 Representative. Because the lobby and visitor lounge environment can sometimes become overwhelming and confusing to families and visitors, the Patient Representative, actively communicates family issues, questions, and concerns; regular rounding, and facilitates communication and updates to families and visitors. The Patient Representative will be responsible for providing important non-clinical information to families and visitors. **Qualifications**High School diploma or GED. 1 year of relevant experience required. 2-4 years of relevant experience preferred.## Additional Information:**Schedule**Mon, Tu, Fri, & Sat: 5:00AM - 3:30PM## Location:University Hospital - Rhodes Hall (0354)## Position Type:Regular## Scheduled Hours:40## **Shift:**Varying Shifts***Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.***