Patient Representative - First Shift | Part Time

About the Role

The Patient & Family Relations Representative (T2) provides personalized guidance and support to ensure a positive patient and family experience from arrival to departure. This role anticipates and identifies needs, addresses issues or concerns, and oversees 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 address family and visitor concerns with empathetic verbal communication.
• Offer proactive customer service interventions by anticipating the needs and feelings of families and visitors.
• 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 updates to families and visitors in the lobby and visitor lounge environments.
• Provide important non-clinical information to patients and families.

Requirements

• 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.
• Highly refined interpersonal skills, conflict resolution, problem-solving, and writing and verbal communication skills.

Schedule

Must be available to work one of the following part-time shifts:

• Sunday, Monday, Friday, and Saturday: 5 am to 9 am
• Sunday, Monday, Friday, and Saturday: 6 am to 10 am

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.
• Public Service Loan Forgiveness program support.
• Additional benefits available.