Patient Representative - 3rd Shift James Cancer Hospital

About the Department

The Ohio State University Medical Centers Specialty Waiting Area encompasses medical and surgical care areas where patients and families receive specialized care. It benefits from revolutionary research that can improve lives. Physicians, nurses, researchers, and other healthcare staff serve adult patients with various medical and surgical health needs. As a Level 1 trauma and regional referral academic medical center, OSUMC staff strive to provide the best possible care to critically ill patients.

About the Role

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. Responsibilities include supporting the development, implementation, and coordination of programs and services that promote positive patient relations and patient/family satisfaction, including customer service behaviors and Service Plus skills.

Responsibilities

• Interact personally with families and visitors to ensure their needs for information, visitation, physical comfort, and emotional and spiritual support are met.
• Collaborate with volunteers and connect with other OSUWMC and OSUCC James services.
• Respond to patient, family, and visitor concerns through empathetic verbal communication skills.
• Provide proactive customer service interventions by anticipating the needs and feelings of families and visitors.
• Utilize interpersonal, diplomacy, conflict management skills, and service recovery approaches as necessary.
• Actively communicate family issues, questions, and concerns; conduct regular rounding in the Specialty Waiting Area and units to facilitate communication and updates.
• Provide important non-clinical information and clinical information when appropriate to families and visitors.
• Work with the Emergency Department team, registration, and security staff while on duty.
• Provide regular updates to the on-duty charge nurse or Nurse Manager of the Emergency Department regarding customer service and patient relations issues.
• Document interactions with patients and families and maintain a log of complaints/issues, submitting it daily to the Patient Experience Coordinator Lead and monthly to the Manager of Patient Experience.

Requirements

• High school graduate or equivalent required.
• Available to work Sunday to Wednesday, 7 pm to 5:30 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 a variety of individuals across the organization.
• Highly refined interpersonal skills, conflict resolution, problem-solving, program planning, and writing and verbal communication skills.

Preferred Qualifications

• Bachelor's degree in a healthcare-related field, communication, social science, or related field.

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.
• Public Service Loan Forgiveness program benefits.
• Additional benefits and perks.