Patient Representative

Patient Representative - Days## Department:

East | Patient Experience
** 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. Effective and timely communication
** 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.## Additional Information:##

Location:

East Hospital - Tower (0397)## Position Type:

Regular## Scheduled

Hours:

40##
** Shift:
** Varying Shifts
*** Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.**
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