What are the responsibilities and job description for the Patient Representative Opportunities position at The Ohio State University?
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.
Minimum Education Required
HS Graduate or Equivalent or equivalent combination of education and experience
Bachelor's Degree or equivalent combination of education and experience preferred
Required Qualifications
Experience equivalent to 2 years of full-time employment in a clinical or critical care area role preferred
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
Shift Options Available-Must be available to work entire shift:
The James - Monday - Friday, 11a-7:30p
The James - Wednesday - Saturday, 7a-5:30p
The James - Monday - Friday, 1p-9:30p
The James - Sunday - Wednesday, 5p-3:30a
University Hospital - Monday-Thursday, 5a-1:30p AND Sunday, 6a-2:30p or 12p-8:30p
University Hospital - Tuesday-Friday, 5a-1:30p or 12p-8:30p AND Sunday, 6a-2:30p
Our Comprehensive Employee Benefits Include
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.
Tuition assistance
And much more!
Multiple positions available across the Wexner Medical Center:
James Cancer Hospital / Brain & Spine Hospital -460 W 10th Ave / 300 W 10th Ave
University Hospital - 410 W 10th Ave
