Patient Representative - First Shift | Part Time

The Ohio State University; Columbus (OH); On-site; USD 25,000 - 30,000; Part time

Benefits offered by this job

Retirement plan options

Health insurance (dental/vision/prescr

Paid vacation and sick leave

Short/long-term disability

Public Service Loan Forgiveness

Job summary

The Ohio State University Wexner Medical Center is seeking a Patient & Family Relations Representative (T2) for the University Hospital Information Desks. The role focuses on guiding and supporting patients and visitors from arrival to departure, addressing concerns with empathy, and improving the overall patient experience.

This part-time position requires availability for early shifts; benefits include retirement plan options, health insurance, paid leave and loan forgiveness programs.

Qualifications

• High school diploma required; customer service or patient relations experience preferred.
• Ability to work with a variety of individuals across the organization.
• Strong interpersonal, written and verbal communication skills.
• Flexible availability for part-time shifts.

Responsibilities

• Provide personalized guidance to ensure a positive patient and family experience.
• Respond to family and visitor concerns with empathetic communication.
• Coordinate information and support in the waiting areas and hospital entrances.
• Communicate updates to families and visitors and support service recovery when needed.

Skills

Customer service

Interpersonal skills

Communication

Conflict resolution

Writing

Education

High school diploma

Job description

Screen 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 - First Shift | Part TimeDepartment:University Hospital | Information Desks

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!

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.

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.

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