Patient Representative

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Job Title:
Patient Representative

Department:
James Patient Experience

Job Description
Scope of Department
The Department of Patient Experience is responsible for monitoring and enhancing the patient experience which includes complaint resolution, information desk functions, interpretive services and service quality improvement initiatives within the organization. In addition, the department is responsible for meeting Joint Commission standards related to patient rights and organizational ethics and CMS regulation guidelines related to the complaint process.
Scope of Position
This position is responsible for greeting all new admissions, proactive rounding, anticipating and identifying needs, providing family and caregiver support, soliciting input and addressing any issues or concerns in the Emergency Department waiting areas 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 and OSUCC James 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 patient, 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 is the primary tool and goal of the Patient Representative. Because the waiting area environment can sometimes become overwhelming and confusing to patients, families and visitors, the Patient Representative, actively communicates family issues, questions, and concerns; regular rounding in the Specialty Waiting Area and units also facilitates communication and updates to families and visitors. This employee will be responsible for providing important non-clinical information, and clinical information when appropriate, to families and visitors.
The Patient Representative reports directly to the Manager of Patient Experience. While on duty, the Patient Representative works with the Emergency Department team, registration and security staff. The Patient Representative provides regular updates to the on-duty charge nurse or Nurse Manager of the Emergency Department regarding customer service and patient relations issues. The Patient Representative documents interactions with patients and families and keeps a log of complaints/issues which is turned in daily to the Patient Experience Coordinator Lead and monthly to the Manager of Patient Experience.
Minimum Education Required

HS Graduate or Equivalent or equivalent combination of education and experience
Additional Education Desired
Bachelor’s Degree or equivalent combination of education and experience

Required Qualifications
Required: 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:
James Cancer Hospital (0375)

Position Type:
Regular

Scheduled Hours:
40

Shift:
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.

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