Patient Representative - 2nd Shift

The Ohio State University

1d • Onsite

About The 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. 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.

Requirements

• Must be available to work Sunday, Monday, Thursday, Friday 1:30 pm to 12 am.
• High School diploma or GED.
• 1 year of relevant experience required.
• 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.

Nice To Haves

• Certification or vocational training may be preferred.
• 2-4 years of relevant experience preferred.

Responsibilities

• Provides personalized guidance and support to ensure a positive patient and family experience from arrival to departure.
• Anticipates and identifies needs, addresses any issues or concerns, and oversees the arrival and departure experiences of guests, patients, and visitors.
• Builds relationships with patients, families, volunteers, students, and staff through Visitor Management policies, software, and procedures.
• Provides family support, education, mediation/issue resolution, project support, and patient information in the Specialty Waiting areas and hospital entrances.
• 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.
• Provides effective and timely communication, information, visitation, physical comfort, and emotional support.
• Responds to family and visitor concerns with empathetic verbal communication.
• Provides important non-clinical information.
• Offers proactive customer service interventions by anticipating the needs and feelings of families and visitors.
• Utilizes interpersonal, diplomacy, and conflict management skills, as well as service recovery approaches when necessary.
• Actively communicates family issues, questions, and concerns.
• Provides regular communication and updates to families and visitors.

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.
• Get the most out of the Public Service Loan Forgiveness program.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED