Patient Representative - Days

About the role

The Ohio State University Wexner Medical Center is committed to enhancing the quality of care provided to patients and families.

• Providing family support, education, mediation/issue resolution, project support, and patient information in the waiting areas/units to achieve optimal quality and communication.
• Supporting 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.

Responsibilities

• Ensuring family and visitor needs for information, visitation, physical comfort, and emotional and spiritual support through personal interaction, collaboration with volunteers, and connections with other OSUWMC services.
• 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.
• Utilizing interpersonal, diplomacy, and conflict management skills, and service recovery approaches as necessary.
• Ensuring effective and timely communication.