Patient Representative

Ohio State University; Columbus (OH); On-site; USD 38,000 - 48,000; Full time

Job summary

The Ohio State University Medical Center's James Cancer Hospital is seeking a Patient Representative to support families and visitors in the Specialty Waiting areas with non-clinical information, emotional support, and service recovery. Regular rounding and collaboration with ED, registration, and security enhance communication.

The role emphasizes documenting interactions and contributing to programs that promote positive patient relations and satisfaction. Shift: First Shift, 40 hours weekly.

Qualifications

• Must be available to work Sunday to Wednesday 9 am to 7:30 pm.
• Experience equivalent to 1 year of full-time employment in a clinical or critical care area.
• Evidence of customer service skills/training and ability to collaborate with a variety of individuals across the organization.
• Evidence of highly refined interpersonal skills, conflict resolution, problem solving, and writing and verbal communication skills.

Responsibilities

• Provide family support, education, mediation/issue resolution, project support, and patient information in the Specialty Waiting areas.
• Respond to patient, family and visitor concerns with empathetic verbal communication.
• Document interactions with patients and families and log complaints/issues for daily and monthly reporting.
• Collaborate with OSUWMC and OSUCC James services to promote positive patient relations and satisfaction.

Skills

Customer service skills

Interpersonal skills

Conflict resolution

Problem solving

Communication (writing and verbal)

Education

HS Graduate or Equivalent

Bachelor's degree in healthcare-related field

Job description

## Patient RepresentativeApplylocations: James Cancer Hospital and Solove Research Institutetime type: Full timeposted on: Posted Todayjob requisition id: R156831Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [e-mail]. If you have questions while submitting an application, please review these frequently asked questions.**Current Employees and Students:**If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.Welcome to The Ohio State University's career site. We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:* Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.* Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.## Job Title:Patient Representative## Department:James | Patient Experience**Scope of Department**The Ohio State University Medical Centers Specialty Waiting Area encompasses medical and surgical care areas in which patients families receive specialized care and benefit from revolutionary research which can improve lives. Physicians, nurses, researchers, and other health care staff within the Specialty Waiting serve adult patients with various medical and surgical health needs. As a Level 1 trauma and regional referral academic medical center, the OSUMC staff strives to provide the best care possible to the critically ill patients who receive care at the Medical Center.**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 Specialty Waiting areas 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 and Service Plus skills.**Position Summary**Through personal interaction with families and visitors, collaboration with volunteers, and connections with other OSUWMC and OSUCC James services, the Patient Representative ensures family and visitor needs for information, visitation, physical comfort, and emotional and spiritual support. The Patient Representative functions include responding to patient, family and visitor concerns through empathetic verbal communication skills. This employee 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 waiting area environment can sometimes become overwhelming and confusing to patients, families and visitors, the Patient Representative, actively communicates family issues, questions, and concerns; regular rounding in the Specialty Waiting Area and units also facilitates communication and updates to families and visitors. This employee will be responsible for providing important non-clinical information, and clinical information when appropriate, to families and visitors. The Patient Representative reports directly to the Manager of Patient Experience. While on duty, the Patient Representative works with the Emergency Department team, registration and security staff. The Patient Representative provides regular updates to the on-duty charge nurse or Nurse Manager of the Emergency Department regarding customer service and patient relations issues. The Patient Representative documents interactions with patients and families and keeps a log of complaints/issues which is turned in daily to the Patient Experience Coordinator Lead and monthly to the Manager of Patient Experience.**Minimum Qualifications*** **Must be available to work Sunday to Wednesday 9 am to 7:30 pm*** HS Graduate or Equivalent Required.* Experience equivalent to 1 year of full-time employment in a clinical or critical care area role.* Evidence of customer service skills/training and ability to collaborate with a variety of individuals across the organization.* Evidence of highly refined interpersonal skills, skills in conflict resolution, problem solving, program planning, and writing and verbal communication skills.* Preferred: Bachelors degree in a healthcare-related field, communication, social science, or related field.**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!## Additional Information:## Location:James Cancer Hospital (0375)## Position Type:Regular## Scheduled Hours:40## **Shift:**First Shift***Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.***Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.