Patient Representative - Wed-Sat (Days)

The Ohio State University; Columbus (OH); On-site; USD 22,000 - 28,000; Full time

Job summary

The Ohio State University Medical Center seeks a Patient Representative to assist families and visitors in the James Cancer Hospital. You will provide information, visitation, comfort, and emotional support in public spaces, aiming to improve patient and family satisfaction through proactive service and clear communication.

In this role, you will respond to concerns with diplomacy, coordinate with volunteers and OSUMC services, and help ensure smooth operations in a high-traffic lobby and

Qualifications

• HS Graduate or equivalent.
• Bachelor's Degree or equivalent combination of education and experience 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 across the organization.

Responsibilities

• Provide information, visitation, physical comfort, and emotional support to families and visitors.
• Respond to family and visitor concerns with empathetic communication.
• Proactively intervene with customer service to anticipate needs and issues.
• Regular rounding and facilitate communication and updates to families and visitors.
• Communicate non-clinical information to families and visitors.

Skills

Customer service

Interpersonal skills

Conflict resolution

Education

HS Graduate or equivalent

Bachelor’s degree preferred

Job description

Job Title:Patient Representative - Wed-Sat (Days)Department:James | Patient Experience

Schedule

Wednesday - Saturday, 9:00 AM - 7:30 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:RegularScheduled Hours:40Shift:First ShiftFinal 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.