Patient Representative

Wexner Medical Center; Columbus (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Retirement plan options

Health insurance from day one

Paid vacation & sick leave

PSLF program access

And more benefits

Job summary

The Ohio State University Medical Center is seeking a Patient Representative to provide family support, information, and empathetic service in the Specialty Waiting area. You will collaborate with volunteers, ED team, registration and security to anticipate needs, communicate updates, and document interactions.

This role focuses on non-clinical information delivery, service recovery, and ensuring positive patient and family experiences, with regular rounding and adherence to Service Plus skills.

Qualifications

• Must be available to work Sunday to Wednesday 9 am to 7:30 pm.
• HS Graduate or Equivalent Required.
• 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: Bachelor's degree in a healthcare-related field, communication, social science, or related field.

Responsibilities

• Provide family support, education, mediation/issue resolution, and patient information in the Specialty Waiting areas.
• Promote customer service behaviors and Service Plus skills to enhance patient/family satisfaction.
• Communicate with families, patients, volunteers, and hospital staff to address needs and concerns.
• Document interactions and report issues to the Patient Experience team.

Skills

Customer service

Interpersonal skills

Conflict resolution

Problem solving

Verbal communication

Education

High school diploma

Bachelor's degree (preferred)

Job description

Current Employees and Students: Please log in to Workday to use the internal job search and application process.

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!

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.