Patient Representative - 3rd Shift

Ohio State University; Columbus (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

The Ohio State University Wexner Medical Center is seeking a Patient & Family Relations Representative for the 3rd shift. In this role you will provide personal guidance, address concerns, and oversee arrival and departure experiences for guests, patients, and visitors, working closely with volunteers and OSUWMC services to deliver a positive patient experience.

You will use strong interpersonal and communication skills, resolve conflicts, provide non-clinical information, and support programs

Qualifications

• High school diploma and 1 year of customer service or patient relations experience.
• 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.

Responsibilities

• Provide personalized guidance to ensure a positive patient and family experience from arrival to departure.
• Oversee arrival and departure experiences of guests, patients, and visitors.
• Build relationships with patients, families, volunteers, students, and staff through visitor management policies and procedures.
• Respond to family and visitor concerns with empathetic communication and proactive customer service interventions.

Skills

Customer service

Interpersonal skills

Conflict resolution

Written communication

Verbal communication

Education

High school diploma

Job description

## Patient Representative - 3rd ShiftApplylocations: University Hospitaltime type: Full timeposted on: Posted Todayjob requisition id: R157003Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [e-mail]. If you have questions while submitting an application, please review these frequently asked questions.**Current Employees and Students:**If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.Welcome to The Ohio State University's career site. We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:* Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.* Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.## Job Title:Patient Representative - 3rd Shift## Department:**Scope of Position**The Patient Experience Department is responsible for supporting a patient and family-centered culture and leading initiatives designed to evaluate and improve the patient experience. Departmental functions include patient experience measurement and strategy, patient relations, patient and family advisory programs, interpreter services, pastoral care, and information desk services. The Patient Experience Department is responsible for meeting accreditation and regulatory requirements related to patient rights, organizational ethics, and resolution of patient concerns.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.**Position Summary**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.**Minimum Qualifications*** **Must be available to work one of the following shifts:*** **Sun - Thu: 10:00 pm - 6:30 am*** **Sun - Thu: 11:00 pm - 7:30 am*** **Sun, Mon, Tues: 8:00 pm - 6:30 am*** High school diploma and a minimum of 1 year of experience in customer service or patient relations desired.* 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.**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:University Hospital (0870)## Position Type:Regular## Scheduled Hours:40## **Shift:**Third 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.