What are the responsibilities and job description for the Patient Representative - The James position at The Ohio State University Wexner Medical Center?
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Patient Representative - The James
Department
James | Patient Experience
Scope of Department
The Ohio State University Medical Center’s Specialty Waiting Area encompasses medical and surgical care areas in which patients families receive specialized care and benefit from revolutionary research which can improve lives. Physicians, nurses, researchers, and other health care staff within the Specialty Waiting serve adult patients with various medical and surgical health needs. As a Level 1 trauma and regional referral academic medical center, the OSUMC staff strives to provide the best care possible to the critically ill patients who receive care at the Medical Center.
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 Specialty Waiting areas 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 OSUMC services, the Family Support Liaison 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 is the primary tool and goal of the Patient Representative. Because the waiting area environment can sometimes become overwhelming and confusing to families and visitors, the Patient Representative, actively communicates family issues, questions, and concerns; regular rounding in the Specialty Waiting Area and units also facilitates communication and updates to families and visitors. This employee will be responsible for providing important non-clinical information, and clinical information when appropriate, to families and visitors.
The Patient Representative reports directly to the Manager of Customer Service. While on duty, the Patient Representative works with the Perioperative Service team and patient care staff. The Patient Representative provides regular updates to the on-duty charge nurse or Nurse Manager of the OR control desk or PACU regarding customer service and patient relations issues. The Patient Representative documents interactions with patients and families and keeps a log of complaints/issues which is turned in daily to the Information Desk Supervisor and monthly to the Manager of Customer Service.
Minimum Qualifications
Location:
James Cancer Hospital (0375)
Position Type
Regular
Scheduled Hours
40
Shift
Rotating Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.
The Ohio State University is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.
Applicants are encouraged to complete and submit the Equal Employment Identification form.
Current Employees And Students
If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.
Welcome To The Ohio State University's Career Site. We Invite You To Apply To Positions Of Interest. In Order To Ensure Your Application Is Complete, You Must Complete The Following
- Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
- Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.
Patient Representative - The James
Department
James | Patient Experience
Scope of Department
The Ohio State University Medical Center’s Specialty Waiting Area encompasses medical and surgical care areas in which patients families receive specialized care and benefit from revolutionary research which can improve lives. Physicians, nurses, researchers, and other health care staff within the Specialty Waiting serve adult patients with various medical and surgical health needs. As a Level 1 trauma and regional referral academic medical center, the OSUMC staff strives to provide the best care possible to the critically ill patients who receive care at the Medical Center.
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 Specialty Waiting areas 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 OSUMC services, the Family Support Liaison 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 is the primary tool and goal of the Patient Representative. Because the waiting area environment can sometimes become overwhelming and confusing to families and visitors, the Patient Representative, actively communicates family issues, questions, and concerns; regular rounding in the Specialty Waiting Area and units also facilitates communication and updates to families and visitors. This employee will be responsible for providing important non-clinical information, and clinical information when appropriate, to families and visitors.
The Patient Representative reports directly to the Manager of Customer Service. While on duty, the Patient Representative works with the Perioperative Service team and patient care staff. The Patient Representative provides regular updates to the on-duty charge nurse or Nurse Manager of the OR control desk or PACU regarding customer service and patient relations issues. The Patient Representative documents interactions with patients and families and keeps a log of complaints/issues which is turned in daily to the Information Desk Supervisor and monthly to the Manager of Customer Service.
Minimum Qualifications
- Shifts Available: Sunday-Tuesday 7a-7:30p | Sunday-Wednesday 10a-7:30p
- 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.
- 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.
- An array of retirement plan options, each with a generous employer contribution.
- Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
- Paid vacation and sick leave, including short and long-term disability and paid parental leave.
- Get the most out of the Public Service Loan Forgiveness program.
- And much more!
Location:
James Cancer Hospital (0375)
Position Type
Regular
Scheduled Hours
40
Shift
Rotating Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.
The Ohio State University is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.
Applicants are encouraged to complete and submit the Equal Employment Identification form.
