Patient Experience Liaison (Night Shift)

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

The Ohio State University Medical Center is seeking a Patient Representative to provide information, visitation, and emotional support to families and visitors in public spaces. This role emphasizes empathetic verbal communication, proactive service recovery, and collaboration with volunteers and OSU services to improve patient/family satisfaction.

Responsibilities include regular rounding, timely updates to families, and delivering important non-clinical information.

Qualifications

• Strong verbal communication and active listening skills.
• Ability to anticipate family needs and respond with empathy.
• Experience delivering patient- and family-centered service in a healthcare setting.

Responsibilities

• Provide information and visitation support to families and visitors.
• Serve as a liaison to volunteers and OSUWMC services to enhance patient/family experience.
• Proactively address concerns with empathetic communication and timely updates.
• Maintain professional presence in lobby/visitor areas and assist with service recovery.
• Document and relay family questions and issues to appropriate channels as needed.
• Contribute to smooth non-clinical information flow and family reassurance.

Skills

Empathetic communication

Interpersonal skills

Conflict resolution

Service recovery

Education

High School diploma or GED

Job description

The Ohio State University Medical Center is seeking a Patient Representative to provide information, visitation, and emotional support to families and visitors in public spaces. This role emphasizes empathetic verbal communication, proactive service recovery, and collaboration with volunteers and OSU services to improve patient/family satisfaction.

Responsibilities include regular rounding, timely updates to families, and delivering important non-clinical information.