Patient Representative (3rd Shift) | The James

The Ohio State University • Columbus, OH

7d • 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 public spaces 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.

Position Summary
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 Patient Representative functions include responding to family and visitor concerns through empathetic verbal communication skills. The Patient Representative 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 lobby and visitor lounge environment can sometimes become overwhelming and confusing to families and visitors, the Patient Representative, actively communicates family issues, questions, and concerns; regular rounding, and facilitates communication and updates to families and visitors. The Patient Representative will be responsible for providing important non-clinical information to families and visitors.

Requirements

• Must be able to work Sunday - Wednesday, 7p-4:30a
• 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

• Bachelor's Degree or equivalent combination of education and experience.

Responsibilities

• Providing family support
• Providing education
• Mediation/issue resolution
• Project support
• Providing patient information in the public spaces
• 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
• Actively communicates family issues, questions, and concerns
• Regular rounding
• Facilitates communication and updates to families and visitors
• Providing important non-clinical information to families and visitors

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.

What This Job Offers

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