Patient Representative - Days

The Ohio State University; Ohio; On-site; USD 36,000 - 48,000; 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 in Columbus seeks a Patient Representative to assist families and visitors in the lobby and public spaces, providing information, comfort, and empathetic support while coordinating with OSUMC services.

You will respond to concerns, perform proactive service recovery, and help maintain calm, welcoming environments through effective communication, rounding, and timely updates.

Qualifications

• HS Graduate or equivalent; 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; customer service training or experience.
• Strong interpersonal, written and verbal communication skills; ability to collaborate across the organization.

Responsibilities

• Provide information, visitation, and emotional support to families and visitors in public spaces.
• Respond to family and visitor concerns with empathetic verbal communication; use service recovery when needed.
• Regular rounds and facilitation of communication and updates to families and visitors.
• Provide non-clinical information to families and visitors as needed.
• Support development and coordination of programs that promote patient relations and satisfaction.

Skills

Customer service

Interpersonal skills

Conflict resolution

Writing

Verbal communication

Education

HS Graduate or Equivalent

Bachelor's Degree

Job description

Job Title: Patient Representative - Days

Department: James | Patient Experience

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.

Additional Information

Health Care Administration - Patient and Family Relations - Individual Contributor - Technical - T2

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 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.

Ohio State is an equal opportunity employer, including veterans and disability.

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.