Patient Representative - Wed-Sat (Nights)

Ohio State University; United States; On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental & vision

Paid time off

Retirement plan

Job summary

The Ohio State University Medical Center is seeking a Patient Representative to assist families and visitors in University Hospital's Information Desks during Wed-Sat nights. You will share non-clinical information, answer questions, and coordinate with other services to promote courteous, patient-centered care.

In this role you will demonstrate empathy, effective communication, and problem-solving skills while providing a welcoming environment, rounding with staff, and supporting patient and

Qualifications

• Strong communication with families and visitors.
• Empathetic approach to concerns and questions.
• Ability to de-escalate conflicts and provide service recovery.

Responsibilities

• Respond to family and visitor concerns with empathy and clear information.
• Provide non-clinical information and directions in public spaces.
• Collaborate with OSU departments to coordinate services and updates.

Skills

Communication skills

Empathy

Conflict resolution

Customer service

Education

High School diploma or GED

Job description

Job Title: Patient Representative - Wed-Sat (Nights)

Department: University Hospital | Information Desks

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

Additional Information

Location: University Hospital - Rhodes Hall (0354)

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.

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.

Equal Opportunity Statement

The university is an equal opportunity employer, including veterans and disability.

Company Culture

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. 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.