Patient Representative - 3rd Shift

Ohio State University; United States; On-site; USD 2,480,000 - 3,031,000; Full time

Benefits offered by this job

Retirement plan options

Health insurance (dental, vision, Rx)

Paid time off (vacation & sick)

Public Service Loan Forgiveness (PSLF)

Disability & parental leave

Job summary

Ohio State University Wexner Medical Center is seeking a Patient & Family Relations Representative for the third shift. The role focuses on guiding families and visitors from arrival to departure, addressing concerns, and promoting a positive patient experience in the lobby, waiting areas, and entrances.

With responsibilities including empathetic communication, information provision, and collaboration with volunteers and staff, the position supports family education, mediation, and service

Qualifications

• 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.

Responsibilities

• Provide effective and timely communication with families and visitors.
• Offer information, visitation, physical comfort, and emotional support.
• Respond to family and visitor concerns with empathetic communication and proactive service interventions.
• Coordinate with volunteers and OSU services to ensure smooth arrival, wait, and departure experiences.

Skills

Customer service

Interpersonal skills

Communication skills

Conflict resolution

Writing & verbal communication

Education

High school diploma

Tools

Visitor management software

Job description

Job Title: Patient Representative - 3rd Shift

Department: Patient Experience Department

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.

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

Ohio State benefits give you options to take care of what matters most to you — and opportunities to make adjustments as your life and needs change, including:

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

As Buckeyes, we accomplish more together. No matter your role, you’ll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together. By joining Ohio State, you become part of a top-20 public university with one of America’s leading academic health centers. We’re a team of dedicated colleagues with access to boundless resources that support you.