Patient Representative - Third Shift

The Ohio State University

3d • 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 to achieve optimal quality and communication. This position supports developing, implementing, and coordinating programs and services that promote positive patient relations and patient/family satisfaction, including promoting customer service behaviors and Service Plus skills.

Requirements

• Must be available to work Sunday - Wednesday, 9 pm to 7:30 am
• 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 various 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

• Responding to patient, family, and visitor concerns through empathetic verbal communication skills and 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.
• Regular rounding in the Specialty Waiting Area and units to facilitate communication and updates to families and visitors.
• Providing crucial non-clinical and clinical information when appropriate to families and visitors.
• Documenting interactions with patients and families and keeping a log of complaints/issues.

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: Mid Level
• Education Level: High school or GED