Patient Representative - Days

Ohio State University; United States; On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

State retirement plan or an alternate

Job summary

The Ohio State University Wexner Medical Center is seeking a Patient Representative to support families and visitors with information, visitation, comfort, and emotional support in the East Hospital area. The role emphasizes empathy, effective communication, and service excellence across departments.

Responsibilities include addressing concerns, facilitating information flow, and coordinating with volunteers and OSUWMC services to promote patient and family satisfaction through Service Plus

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.

Responsibilities

• Provide family support, education, mediation/issue resolution, project support, and patient information in waiting areas/units to promote quality and communication.
• Respond to family and visitor concerns through empathetic verbal communication and proactive customer service interventions.
• Utilize interpersonal, diplomacy, conflict management, and service recovery skills to enhance patient/family satisfaction.

Skills

Customer service

Interpersonal skills

Conflict resolution

Communication

Education

Bachelor's degree in healthcare-related field

Job description

Patient Representative

Department: East

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.

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.

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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