Job Title:
Patient Representative
Job ID:
James Cancer Hospital/CCC
Patient Experience
Full/Part Time:
FTE %:
Salary Range Min:
Salary Range Max:

Position summary

**Schedule will be Wednesday- Saturday 7:00pm-7:30am **

Patient Representative (Job Opening 444920)

 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, famil

Education and experience

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.