Patient and Family Relations Coordinator - Patient Experience

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

The Ohio State University Wexner Medical Center is seeking a Patient Representative to assist families and visitors with information, visitation, and emotional support in public spaces. You will coordinate with volunteers and OSUMC services to promote positive patient relations and timely updates.

Responsibilities include empathetic communication, proactive service recovery, and facilitating questions and concerns to ensure a calm, informative lobby environment for patients and families.

Qualifications

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

Responsibilities

• Provide information, visitation, physical comfort, and emotional support to families and visitors.
• Respond to family and visitor concerns with empathetic verbal communication.
• Coordinate with volunteers and OSUMC services to promote positive patient relations.
• Facilitate communication and updates to families and visitors.
• Provide important non-clinical information and assist with service recovery as needed.

Job description

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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.

Schedule

Mon, Tu, Fri, & Sat: 5:00AM - 3:30PM

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Thank you for your interest in working at Ohio State.

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.