Patient Representative - First Shift | Part Time

Ohio State University; Columbus (OH); On-site; USD 17,000 - 25,000; Part time

Benefits offered by this job

Health insurance

Paid time off

Holidays

Retirement plan

Job summary

Ohio State University is seeking a Patient and Family Relations Representative to support a patient- and family-centered culture. You will assist with arrival/departure experiences, respond to concerns, and provide information and comfort in the hospital setting.

The role emphasizes empathy, communication, and collaboration with multiple stakeholders to enhance satisfaction and service quality. This is a part-time position with varied shifts and a focus on friendly, proactive patient care.

Qualifications

• High school diploma required; 1 year in customer service or patient relations preferred.
• Evidence of customer service skills and ability to collaborate with diverse groups.
• Strong interpersonal, conflict resolution, writing and verbal communication skills.

Responsibilities

• Provide personalized guidance and support to patients and families from arrival to departure.
• Respond empathetically to concerns and provide non-clinical information and proactive service interventions.
• Build relationships with patients, families, volunteers, students and staff to promote positive experiences.

Skills

Customer service

Interpersonal skills

Conflict resolution

Problem solving

Verbal communication

Written communication

Education

High school diploma

Job description

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 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.

Benefits

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!

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.

Additional Information

Location: University Hospital - Rhodes Hall (0354)

Position Type: Regular

Scheduled Hours: 20

Shift: Varying Shifts

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Equal Opportunity Statement

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