Patient Representative

The Ohio State University; Columbus (OH); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Paid time off

Job summary

The Ohio State University Medical Center seeks a Patient Representative to support families and visitors in the James Cancer Hospital and surrounding public spaces. You will provide information, visitation, and emotional support, using diplomacy and problem-solving to resolve concerns.

The role emphasizes proactive customer service and clear communication, ensuring smooth updates to families and timely responses to questions in a busy lobby environment.

Qualifications

• Must be able to work Wednesday-Saturday, 9 am to 7:30 pm.
• Experience equivalent to 1 year of full-time employment in a clinical or critical care area role.
• Customer service skills/training and ability to collaborate with diverse individuals across the organization.

Responsibilities

• Provide information, visitation, physical comfort, and emotional support to families and visitors.
• Respond to family and visitor concerns with empathetic verbal communication.
• Proactively intervene with customer service, anticipating needs and feelings.
• Routinely round and facilitate communication and updates to families and visitors.
• Provide important non-clinical information to families and visitors.

Education

HS Diploma or equivalent

Bachelor's degree (preferred)

Job description

Job Title:Patient RepresentativeDepartment:James | Patient Experience

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.

Minimum Education Required

• For Hire: HS Graduate or Equivalent or equivalent combination of education and experience.
• Preferred: Bachelor's Degree or equivalent combination of education and experience.

Required Qualifications

• Must be able to work Wednesday-Saturday, 9 am to 7:30 pm
• 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.

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:Rotating 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.

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