Patient Representative - Days

The Ohio State University

4d • Onsite

About The Position

The Patient Representative supports patients’ families and visitors in public spaces at The Ohio State University Medical Center. The role provides family support, education, mediation and issue resolution, project support, and non-clinical patient information to help promote quality care, effective communication, positive patient relations, and patient and family satisfaction.

Through personal interaction with families and visitors, collaboration with volunteers, and coordination with other medical center services, the Patient Representative provides information, visitation, physical comfort, and emotional support. The role responds to concerns with empathy, anticipates the needs of families and visitors, and uses interpersonal, diplomacy, conflict management, and service recovery skills as needed. Regular rounding and timely communication help identify and relay family issues, questions, and concerns, and facilitate updates in the lobby and visitor lounge.

Requirements

• High school graduate or equivalent, or an equivalent combination of education and experience.
• One year of full-time employment in a clinical or critical care area role.
• Evidence of customer service skills or training.
• Ability to collaborate with a variety of individuals across the organization.
• Highly refined interpersonal skills.
• Skills in conflict resolution, problem solving, program planning, and written and verbal communication.

Nice To Haves

• Bachelor’s degree or an equivalent combination of education and experience.

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 empathetically to family and visitor concerns and anticipate their needs and feelings.
• Use interpersonal, diplomacy, conflict management, and service recovery approaches as needed.
• Conduct regular rounding and communicate family issues, questions, and concerns to facilitate updates.
• Provide important non-clinical information to families and visitors.
• Collaborate with volunteers and connect families and visitors with other medical center services.

What This Job Offers

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