Patient Representative

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Job Title:Patient Representative | James Outpatient CareDepartment:James | Patient Experience

Scope of Position

The Patient and Family Relations Coordinator 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 public spaces 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.

Position Summary

Through personal interaction with families and visitors, collaboration with volunteers, and connections with other OSUMC services, the Patient and Family Relations Coordinator provides information, visitation, physical comfort, and emotional support. The Patient and Family Relations Coordinator functions include responding to family and visitor concerns through empathetic verbal communication skills. The Patient and Family Relations Coordinator provides proactive customer service interventions by anticipating the needs and feelings of families and visitors. The Patient and Family Relations Coordinator 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 and Family Relations Coordinator. Because the lobby and visitor lounge environment can sometimes become overwhelming and confusing to families and visitors, the Patient and Family Relations Coordinator, actively communicates family issues, questions, and concerns; regular rounding, and facilitates communication and updates to families and visitors. The Patient and Family Relations Coordinator will be responsible for providing important non-clinical information to families and visitors.

Minimum Qualifications

• Must be able to work Monday - Friday, 5 am to 1:30 pm at the James Outpatient Care (2121 Kenny Rd.)

• High School diploma or GED Required. Certification or vocational training may be preferred.

• 1 year of relevant experience required. 2-4 years of relevant experience preferred in customer service or patient relations desired.

• Bachelor of Science or Art, or equivalent experience preferred.

• Ability to use PC and Microsoft Office products software to produce financial and operational projections and develop service coverage schedules.

• Evidence of highly developed, effective interpersonal communication skills, telephone skills, effective decision making, organizational skills, and service recovery skills.

• Annual customer service and patient relations training will be required. Continued demonstration of competence to meet position responsibilities. Maintains knowledge of the James Hospital's policies and procedures and functions within those guidelines; maintains positive patient and guest relations.

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 

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

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

The university is an equal opportunity employer, including veterans and disability. 

As required by Ohio Revised Code section , Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.

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