Patient Representative - 3rd Shift

The Ohio State University

11d • Onsite

About The Position

The Ohio State University 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 and OSUCC James 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 patient, 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 patients, 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 Patient Experience. While on duty, the Patient Representative works with the Emergency Department team, registration and security staff. The Patient Representative provides regular updates to the on-duty charge nurse or Nurse Manager of the Emergency Department 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 Patient Experience Coordinator Lead and monthly to the Manager of Patient Experience.

Requirements

• Must be available to work Saturday - Tuesday 9 pm to 6:30 am OR Sunday - Wednesday 7 pm to 5:30 am
• HS Graduate or Equivalent Required.
• Experience equivalent to 1 year of full-time employment in a clinical or critical care area role.
• Evidence of customer service skills/training and 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 the Specialty Waiting areas.
• Supporting the development, implementation and coordination of programs and services that promote positive patient relations and patient/family satisfaction.
• Ensuring family and visitor needs for information, visitation, physical comfort, and emotional and spiritual support.
• Responding to patient, 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.
• Actively communicating family issues, questions, and concerns.
• Regularly rounding in the Specialty Waiting Area and units to facilitate communication and updates to families and visitors.
• Providing important non-clinical information, and clinical information when appropriate, to families and visitors.
• Providing regular updates to the on-duty charge nurse or Nurse Manager of the Emergency Department regarding customer service and patient relations issues.
• Documenting interactions with patients and families.
• Keeping a log of complaints/issues which is turned in daily to the Patient Experience Coordinator Lead and monthly to the Manager of Patient Experience.

Benefits

• An array of retirement plan options, each with a generous employer contribution.
• 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.
• Get the most out of the Public Service Loan Forgiveness program.
• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

What This Job Offers

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