Patient Representative - Wed-Sat (Nights)

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

The Ohio State University Medical Center is seeking a Patient Representative to provide information, visitation, and emotional support to families and visitors in public spaces. This role emphasizes empathetic verbal communication, proactive service recovery, and collaboration with volunteers and OSU services to improve patient/family satisfaction.

Responsibilities include regular rounding, timely updates to families, and delivering important non-clinical information.

Qualifications

• Strong verbal communication and active listening skills.
• Ability to anticipate family needs and respond with empathy.
• Experience delivering patient- and family-centered service in a healthcare setting.

Responsibilities

• Provide information and visitation support to families and visitors.
• Serve as a liaison to volunteers and OSUWMC services to enhance patient/family experience.
• Proactively address concerns with empathetic communication and timely updates.
• Maintain professional presence in lobby/visitor areas and assist with service recovery.
• Document and relay family questions and issues to appropriate channels as needed.
• Contribute to smooth non-clinical information flow and family reassurance.

Skills

Empathetic communication

Interpersonal skills

Conflict resolution

Service recovery

Education

High School diploma or GED

Job description

Current Employees and Students:

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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

High School diploma or GED. Certification or vocational training may be preferred. 1 year of relevant experience required. 2-4 years of relevant experience preferred.

Schedule

Wednesday - Saturday, 8:00 PM - 6:30 AM

Thank you for your interest in working at Ohio State.

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.