Patient Representative - 2nd Shift

Overview

The Patient & Family Relations Representative (T2) provides personalized guidance and support to ensure a positive patient and family experience from arrival to departure. They anticipate and identify needs, address any issues or concerns, and oversee the arrival and departure experiences of guests, patients, and visitors. By building relationships with patients, families, volunteers, students, and staff through Visitor Management policies, software, and procedures, they create an environment that promotes optimum patient experience and satisfaction.

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 Specialty Waiting areas and hospital entrances to achieve optimal quality and communication. Additionally, the role supports the development, implementation, and coordination of programs and services that promote positive patient relations and satisfaction, including customer service behaviors and First Impressions skills.

Through personal interaction with families and visitors, collaboration with volunteers, and connections with other OSUMC services, the Patient and Family Relations Representative provides effective and timely communication, information, visitation, physical comfort, and emotional support. They respond to family and visitor concerns with empathetic verbal communication, provide important non-clinical information, and offer proactive customer service interventions by anticipating the needs and feelings of families and visitors.

They utilize interpersonal, diplomacy, and conflict management skills, as well as service recovery approaches when necessary.

Because the lobby and visitor lounge environment can sometimes become overwhelming and confusing to families and visitors, the Patient and Family Relations Representative actively communicates family issues, questions, and concerns, and provides regular communication and updates to families and visitors.

• Must be available to work Sunday, Monday, Thursday, Friday 1:30 pm to 12 am.
• High School diploma or GED. Certification or vocational training may be preferred.
• 1 year of relevant experience required. 2-4 years of relevant experience preferred.
• Evidence of customer service skills/training and ability to collaborate with a variety of individuals across the organization.
• Evidence of highly refined interpersonal skills, conflict resolution, problem solving, and writing and verbal communication skills.

• 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!

Screen reader users may encounter difficulty with the online application. For assistance with applying, please contact hr-accessible application. If you have questions while submitting an application, please review these frequently asked questions.

Thank you for your interest in working at Ohio State.

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