Patient Representative

The Ohio State University; United States; On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

State retirement plan

Job summary

The Ohio State University Medical Center is seeking a Patient Representative to support families and visitors in the James Cancer Hospital. You will provide information, comfort, and empathetic communication while coordinating with ED teams, registration, and security staff.

The role emphasizes service excellence and accurate documentation. Responsibilities include addressing concerns, providing non-clinical information, and assisting with program development to enhance patient/family

Qualifications

• HS graduation or equivalent required.
• 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.
• 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 to promote positive patient relations and satisfaction.
• Respond to patient, family and visitor concerns with empathetic communication and proactive service recovery.
• Regular rounding in the Specialty Waiting Area and units to facilitate updates and address questions.
• Document interactions and maintain logs of complaints/issues for leadership review.

Skills

Customer service

Interpersonal skills

Conflict resolution

Verbal communication

Education

Bachelor's degree

Job description

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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.

Comprehensive Employee Benefits

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!

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.

Ohio State Benefits

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

The university is an equal opportunity employer, including veterans and disability. At Ohio State, you'll find work that inspires you. We offer roles and growth opportunities in countless fields and specialties — including a job that’s right for you. Ohio State benefits give you options to take care of what matters most to you — and opportunities to make adjustments as your life and needs change, including: Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost. Paid time off, including sick and vacation time and 11 holidays. State retirement plan or an alternative retirement plan, both with generous employer contributions. As Buckeyes, we accomplish more together. No matter your role, you'll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together. By joining Ohio State, you become part of a top-20 public university with one of America’s leading academic health centers. We're a team of dedicated colleagues with access to boundless resources that support you.

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