Patient Representative - First Shift | Part Time

Ohio State University; United States; On-site; USD 14,000 - 19,000; Part time

Benefits offered by this job

Retirement plan

Health insurance

Paid time off (vacation/sick)

Public Service Loan Forgiveness

Job summary

Ohio State University is seeking a Patient Representative on the First Shift part-time schedule to support patient and family experiences at University Hospital. The role emphasizes front-line service, visitor management, and proactive assistance in the specialty waiting areas and hospital entrances.

Responsibilities include addressing concerns with empathy, coordinating with volunteers and staff, and promoting positive patient relations through clear communication and timely updates.

Qualifications

• High school diploma required; customer service experience in healthcare or related field preferred.
• Demonstrated interpersonal, communication, and problem-solving skills.
• Ability to manage expectations and provide empathetic support to patients and families.

Responsibilities

• Guide patients and families from arrival to departure with friendly, informative assistance.
• Address concerns, provide non-clinical information, and support patient and family satisfaction.
• Collaborate with volunteers and hospital staff to ensure smooth visitor experiences.

Skills

Customer service

Patient relations

Interpersonal skills

Conflict resolution

Written & verbal communication

Education

High school diploma

Job description

Job Title: Patient Representative - First Shift | Part Time

Department: 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.

Role Overview

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.

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

At Ohio State, you’ll find work that inspires you. We offer roles and growth opportunities in countless fields and specialties — including a job that’s right for you. 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.