Patient Representative - First Shift | Part Time

Wexner Medical Center; Columbus (OH); On-site; USD 19,000 - 25,000; Part time

Job summary

Ohio State University Wexner Medical Center is seeking a Patient & Family Relations Representative to ensure a positive experience for guests from arrival to departure. This role emphasizes empathy, clear information, and proactive service in lobby and waiting areas.

You will respond to family and visitor concerns, coordinate with volunteers and hospital teams, and support education, mediation, and issue resolution with First Impressions skills.

Qualifications

• High school diploma and a minimum of 1 year of experience in customer service or patient relations.
• 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, information, visitation, physical comfort, and emotional support to families and visitors.
• Respond to family and visitor concerns with empathetic verbal communication and proactive customer service interventions.
• Maintain regular communication updates to families and visitors and coordinate with hospital teams as needed.

Job description

Current Employees and Students: Please log in to Workday to use the internal job search and application process.

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.

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!

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.