Patient Representative - First Shift | Part Time

About the role

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.

Responsibilities

• Provide effective and timely communication, information, visitation, physical comfort, and emotional support through personal interaction with families and visitors.
• Collaborate with volunteers and connect with other OSUMC services to support patient and family needs.
• Respond to family and visitor concerns with empathetic verbal communication, provide important non-clinical information, and offer proactive customer service interventions by anticipating needs and feelings.
• Utilize interpersonal, diplomacy, and conflict management skills, as well as service recovery approaches when necessary.
• Actively communicate family issues, questions, and concerns, and provide regular communication and updates to families and visitors in lobby and visitor lounge environments.

Requirements

• 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
• Minimum of 1 year of experience in customer service or patient relations desired
• Evidence of customer service skills/training
• 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

• 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
• Access to the Public Service Loan Forgiveness program