Patient Representative - Days

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

Job summary

The Ohio State University Wexner Medical Center in Columbus, OH seeks a Patient Representative to provide information, visitation, and emotional support to families and visitors, ensuring comfort and timely updates. You will collaborate with volunteers and OSU services to promote positive patient relations and high levels of family satisfaction, handling concerns with empathy and effective communication.

Final candidates may undergo background screening; a drug screen may be required during the

Qualifications

• HS Graduate or equivalent education/experience.
• Bachelor's degree preferred or equivalent combination of education and experience.
• At least 1 year of full-time employment in a clinical or critical care area with demonstrated customer service and communication skills.

Responsibilities

• Provide information, visitation, physical comfort, and emotional support to families and visitors.
• Respond to family and visitor concerns with empathetic verbal communication and proactive customer service interventions.
• Collaborate with volunteers and OSU services; communicate family issues and provide updates.
• Promote positive patient relations and patient/family satisfaction; participate in rounding and service recovery as needed.

Skills

Customer service

Interpersonal skills

Conflict resolution

Problem solving

Program planning

Verbal communication

Written communication

Education

HS Graduate or equivalent

Bachelor's degree preferred

Job description

Schedule

Monday - Friday, 10:00 AM - 6:30 PM

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.

Qualifications

• For Hire: HS Graduate or Equivalent or equivalent combination of education and experience.
• Preferred: Bachelor's Degree or equivalent combination of education and experience.
• 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.
• Health Care Administration - Patient and Family Relations - Individual Contributor - Technical - T2

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.

Thank you for your interest in working at Ohio State.