Patient Representative - Days

Ohio State University; Seattle (WA); On-site; USD 38,000 - 52,000; Full time

Job summary

Ohio State University Wexner Medical Center is seeking a Patient Representative to assist families and visitors with information, visitation, comfort, and emotional support in the East Hospital waiting areas. You will work with volunteers and hospital services to ensure smooth information flow and responsive care.

The role emphasizes empathetic communication, proactive service interventions, and coordination of patient/family needs, with adherence to service standards and collaborative

Qualifications

• 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.
• Evidence of highly refined interpersonal skills, skills in conflict resolution, problem solving, program planning, and writing and verbal communication skills.

Responsibilities

• Provide family support, education, mediation/issue resolution, project support, and patient information in waiting areas/units.
• Promote customer service behaviors and Service Plus skills.
• Respond to family and visitor concerns with empathetic communication and timely service recovery.

Skills

Customer service

Interpersonal skills

Conflict resolution

Problem solving

Writing and verbal communication

Collaboration across organization

Education

Bachelor's degree (healthcare related)

Job description

Job Title: Patient Representative - Days

Department: East | Patient Experience

Scope of Position

The Ohio State University Wexner 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 waiting areas/units 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 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 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

Qualifications

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.

Additional Information

Location: East Hospital - Tower (0397)

Position Type: Regular

Scheduled Hours: 40

Shift: Varying Shifts

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.