Patient Representative - Days

The Ohio State University

4d • Onsite

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 waiting areas/units 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

Requirements

• 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 writing and verbal communication skills.

Nice To Haves

• Bachelors degree in a healthcare-related field, communication, social science, or related field.

Responsibilities

• Providing family support, education, mediation/issue resolution, project support, and patient information in waiting areas/units.
• Supporting the development, implementation, and coordination of programs and services that promote positive patient relations and patient/family satisfaction.
• Promoting customer service behaviors and Service Plus skills.
• Ensuring family and visitor needs for information, visitation, physical comfort, and emotional and spiritual support.
• Responding to family and visitor concerns through empathetic verbal communication skills.
• Providing proactive customer service interventions by anticipating the needs and feelings of families and visitors.
• Utilizing interpersonal, diplomacy, and conflict management skills, and service recovery approaches.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed