Patient Representative - 10hr Shifts (Nights)

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

Job summary

The Ohio State University Medical Center seeks a Patient Representative to support families in the Specialty Waiting areas. You will respond to concerns with empathy, provide timely information, and coordinate with ED staff to improve patient and family satisfaction.

Regular rounding, documentation of interactions, and adherence to service recovery procedures help ensure a calm, informative environment for patients and visitors.

Qualifications

• High school diploma or GED is required; a BA/BS is preferred.
• Experience delivering customer service in a healthcare setting is valued.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Respond to patient and family concerns with empathetic verbal communication.
• Provide proactive customer service interventions and information to families.
• Document interactions and log complaints; coordinate with care teams as needed.
• Regular rounding in the Specialty Waiting Area to facilitate updates.

Skills

Empathetic communication

Interpersonal skills

Conflict resolution

Customer service

Education

High School diploma or GED

Bachelor's Degree preferred

Job description

The Ohio State University Medical Centers' Specialty Waiting Area encompasses medical and surgical care areas in which patient 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 to achieve optimal quality and communication. This position supports developing, implementing, and coordinating programs and services that promote positive patient relations and patient/family satisfaction, including promoting customer service behaviors and Service Plus skills.

Position Summary

The Patient Representative functions include responding to patient, family, and visitor concerns through empathetic verbal communication skills and providing 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 crucial non-clinical 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.

Job Requirements

High School diploma or GED. Bachelor's Degree preferred. 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.

Schedule

Sunday - Wednesday, 9:00 PM - 7:30 AM

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.