Patient Representative - University Hospital

About the position

The Ohio State University Wexner 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. Through personal interaction with families and visitors collaboration with volunteers and connections with other OSUWMC services, the Patient Representative 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.

Responsibilities

• Provide family support education and mediation/issue resolution.
• Support the development and coordination of programs promoting positive patient relations.
• Ensure family and visitor needs for information, visitation, physical comfort, and emotional support are met.
• Respond to family and visitor concerns through empathetic communication.
• Provide proactive customer service interventions.
• Utilize conflict management skills and service recovery approaches.
• Communicate family issues, questions, and concerns effectively.
• Document interactions with patients and families and log complaints/issues.

Requirements

• Must be available to work Tuesday - Saturday, 12-8:30 pm.
• High School Graduate or Equivalent or equivalent combination of education and experience.
• Experience equivalent to 1 year of full-time employment in a clinical or critical care area role.
• Evidence of customer service skills/training.
• 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 communication.

Nice-to-haves

• Bachelor's degree in a healthcare-related field, communication, social science, or related field.

Benefits

• An array of retirement plan options with generous employer contributions.
• 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.
• Public Service Loan Forgiveness program eligibility.