Patient Representative | 3rd Shift

Scope of Department:

The Ohio State University Medical Centers' Specialty Waiting Area encompasses medical and surgical care areas in which patient families receive specialized care and benefit from revolutionary research which can improve lives. Physicians, nurses, researchers, and other health care staff within the Specialty Waiting serve adult patients with various medical and surgical health needs. As a Level 1 trauma and regional referral academic medical center, the OSUMC staff strives to provide the best care possible to the critically ill patients who receive care at the Medical Center.

Scope of 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.

Position Summary:

The Patient Representative functions include 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. 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 crucial non-clinical 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.

Minimum Requirements

• Must be available to work Wednesday through Saturday, 7 pm to 5:30 am
• HS Graduate or Equivalent or equivalent combination of education and experience
• 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.
• Preferred: Bachelors degree in a healthcare-related field, communication, social science, or related field.

Career Roadmap:

CAREER LEVEL: T2

Additional Information:Location:James Cancer Hospital (0375)Position Type:RegularScheduled Hours:40Shift:Rotating Shift