Patient Representative - First Shift | Part Time

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 18,000 - 24,000; Part time

Job summary

The Ohio State University Wexner Medical Center is seeking a Patient and Family Relations Representative to support a patient- and family-centered culture. You will interact with families, volunteers, and OSUMC services to deliver information, visitation, and emotional support in a compassionate, timely manner.

Responsibilities include addressing concerns with diplomacy, providing non-clinical information, and delivering proactive customer service while maintaining calm in busy lobby areas.

Qualifications

• Experience in customer service or patient relations is preferred.
• Evidence of strong interpersonal and communication skills.
• Ability to collaborate with diverse individuals across the organization.

Responsibilities

• Provide effective and timely communication, information, visitation, and emotional support to families and visitors.
• Respond to family and visitor concerns with empathy and problem-solving.
• Offer proactive customer service interventions and regular updates to families and visitors.

Skills

Customer service

Patient relations

Interpersonal skills

Conflict resolution

Verbal communication

Education

High school diploma

Job description

Current Employees and Students:

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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.

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 PART TIME shifts: Sunday, Monday, Friday and Saturday 5 am to 9 am OR 6 am to 10 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!

Screen reader users may encounter difficulty with the online application. For assistance with applying, please contact [e-mail]. If you have questions while submitting an application, please review these frequently asked questions. Thank you for your interest in working at Ohio State.

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.