Patient Representative - Wed-Sat (Nights)

The Ohio State University

6d • Onsite

About The Position

The Patient Representative supports patient and family relations in public spaces at The Ohio State University Medical Center. The position provides family support, education, mediation and issue resolution, project support, and non-clinical patient information to help promote quality care and effective communication. It supports programs and services that promote positive patient relations, patient and family satisfaction, and customer service behaviors.

Through personal interaction with families and visitors, collaboration with volunteers, and connections with other medical center services, the Patient Representative provides information, visitation, physical comfort, and emotional support. The role responds to concerns with empathetic communication, anticipates needs, and uses diplomacy, conflict management, and service recovery approaches as needed. The representative communicates family issues, questions, and concerns; conducts regular rounds; and facilitates updates to families and visitors in the lobby and visitor lounge.

Requirements

• High school diploma or GED.
• At least 1 year of relevant experience.
• Empathetic verbal communication skills.
• Certification or vocational training may be preferred.

Nice To Haves

• 2–4 years of relevant experience preferred.
• Certification or vocational training may be preferred.

Responsibilities

• Provide family support, education, mediation, issue resolution, project support, and patient information in public spaces.
• Support the development, implementation, and coordination of programs and services that promote positive patient relations and patient and family satisfaction.
• Promote customer service behaviors.
• Provide information, visitation, physical comfort, and emotional support to families and visitors.
• Respond to family and visitor concerns using empathetic verbal communication.
• Anticipate the needs and feelings of families and visitors and provide proactive customer service interventions.
• Use interpersonal, diplomacy, conflict management, and service recovery skills as necessary.
• Communicate family issues, questions, and concerns; conduct regular rounding and facilitate communication and updates to families and visitors.
• Provide important non-clinical information to families and visitors.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED