Patient Representative | The James - 2nd Shift
: Job Details :

Patient Representative | The James - 2nd Shift

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 OSUMC services, the Family Support Liaison ensures family and visitor needs for information, visitation, physical comfort, and emotional and spiritual support. The Patient Representative functions include responding to 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 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 Customer Service. While on duty, the Patient Representative works with the Perioperative Service team and patient care staff. The Patient Representative provides regular updates to the on-duty charge nurse or Nurse Manager of the OR control desk or PACU 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 Information Desk Supervisor and monthly to the Manager of Customer Service.

Minimum Qualifications

• Must be available to work Sunday to Wednesday, 11 am to 7:30 pm OR Wednesday to Saturday 9 am to 7:30 pm
• High School diploma or GED required. Certification or vocational training may be preferred.
• 1 year of relevant experience required. 2-4 years of relevant experience preferred.
• 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.

Preferred: Bachelors degree in a healthcare-related field, communication, social science, or related field.

Our Comprehensive Employee Benefits Include:

• 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.
• And much more!

Location:

James Cancer Hospital (0375)

Position Type:

Regular

Scheduled Hours:

36

Shift:

Rotating Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.

As required by Ohio Revised Code section 3345.0216, Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.