Patient Representative - Days

The Ohio State University

6d

About The Position

The Ohio State University Medical Center is committed to enhancing the quality of care provided to patients and families. The Patient Representative provides family support, education, mediation and issue resolution, project support, and patient information in public spaces to promote quality care and communication. The role supports the development, implementation, and coordination of programs and services that promote positive patient relations and patient and family satisfaction, including customer service behaviors.

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 position responds to family and visitor concerns with empathetic verbal communication and provides proactive customer service by anticipating their needs and feelings. It uses interpersonal, diplomacy, conflict management, and service recovery skills as needed. Effective and timely communication is central to the role. The representative conducts regular rounds, communicates family issues, questions, and concerns, and facilitates updates to families and visitors in lobby and visitor lounge environments. The position also provides important non-clinical information to families and visitors.

Requirements

• High school diploma or GED.
• At least 1 year of relevant experience.

Nice To Haves

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

Responsibilities

• Provide family support, education, mediation, issue resolution, project support, and patient information in public spaces.
• Support programs and services that promote positive patient relations, patient and family satisfaction, and 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 needed.
• Conduct regular rounds and communicate family issues, questions, and concerns.
• Facilitate communication and updates to families and visitors.
• Provide non-clinical information to families and visitors.

What This Job Offers

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