Job Description
The Ohio State University Wexner Medical Center encompasses medical and surgical care areas in which patients 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 OSUWMC 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 Wexner 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 Waiting areas/units 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.

Position Summary

Through personal interaction with families and visitors, collaboration with volunteers, and connections with other OSUWMC services, the Patient Representative 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.

Minimum Education Required

• Must be able to work the hours of Thursday, Friday, Saturday 7 pm to 7:30 am

• HS Graduate or Equivalent

• Required Qualifications: 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. 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!