Supervisor, Patient and Family Relations

The Ohio State University

1d • Onsite

About The Position

The Supervisor, Patient and Family Relations at The Ohio State University Wexner Medical Center is a member of the leadership team and contributes to the development and execution of the organization’s mission, vision and values and strategic plan. This position is responsible for the operations of all first encounters of the hospital including all facets of information desk functions, wayfinding services, patient information, and managing public waiting areas. This position will lead and support a positive patient/guest experience and will focus on developing the front-line team, ensuring the team is providing personalized interactions that each patient expects. In addition, this position is responsible for ensuring Joint Commission standards are in compliance, supporting patient rights and responsibilities, organizational ethics and CMS regulations guidelines related to the complaint process. The Supervisor, Patient and Family Relations, is responsible for ensuring that all patient and family relations staff and volunteers, who are interacting with our patients and families, follow these guidelines while promoting a strong emphasis on empathy and compassionate care. The Supervisor, Patient and Family Relations work collaboratively with directors, managers, administrators, and the medical staff to assure delivery of differentiated, affordable, high quality and personalized health care in an accessible, patient-friendly research focused environment.

The Supervisor, Patient and Family Relations is responsible for providing daily oversight and direction for the operation of all public space areas which support positive first impressions in the OSU Wexner Medical Center guest entrances as well as managing patient flow and guest activity in all waiting spaces, lobby spaces including Rhodes Hall, Doan Hall, Dodd Hall, 12th Ave, and Ross Heart Hospital and waiting spaces in surgery and procedural waiting areas and critical care waiting areas. This includes providing wayfinding services, patient information materials, and answering and a wide range of questions and inquiries from our patients and guests. The Supervisor, Patient and Family Relations recommend and assists in implementing appropriate models of service and assists with resource planning, annual appraisals, and the orientation of new staff. The Supervisor, Patient and Family Relations may cover additional manager responsibilities, as necessary, in the manager’s absence, or should a vacancy occur. The Supervisor, Patient and Family Relations will demonstrate positive interactions with patients, families and staff creating a seamless environment that will model and create an optimum patient experience which will be a positive reflection on overall patient satisfaction.

Requirements

• Bachelor’s degree in a healthcare or business communications related field or equivalent combination of education and experience.
• Minimum of three (3) years’ experience in a supervisory role required, demonstrating a progressively responsible role managing front line staff.
• Four (4) years’ experience in a customer service or patient relations setting required.
• Ability to use PC and Microsoft Office products software to produce financial and operational projections and develop service coverage schedules.
• Evidence of effective interpersonal communication skills, telephone skills, effective decision making, supervisory/leadership skills, organizational skills, and service recovery skills.

Responsibilities

• Responsible for the operations of all first encounters of the hospital including all facets of information desk functions, wayfinding services, patient information, and managing public waiting areas.
• Lead and support a positive patient/guest experience and focus on developing the front-line team, ensuring the team is providing personalized interactions that each patient expects.
• Ensuring Joint Commission standards are in compliance, supporting patient rights and responsibilities, organizational ethics and CMS regulations guidelines related to the complaint process.
• Ensuring that all patient and family relations staff and volunteers, who are interacting with our patients and families, follow guidelines while promoting a strong emphasis on empathy and compassionate care.
• Work collaboratively with directors, managers, administrators, and the medical staff to assure delivery of differentiated, affordable, high quality and personalized health care in an accessible, patient-friendly research focused environment.
• Providing daily oversight and direction for the operation of all public space areas which support positive first impressions in the OSU Wexner Medical Center guest entrances as well as managing patient flow and guest activity in all waiting spaces, lobby spaces including Rhodes Hall, Doan Hall, Dodd Hall, 12th Ave, and Ross Heart Hospital and waiting spaces in surgery and procedural waiting areas and critical care waiting areas.
• Providing wayfinding services, patient information materials, and answering and a wide range of questions and inquiries from our patients and guests.
• Recommend and assist in implementing appropriate models of service and assist with resource planning, annual appraisals, and the orientation of new staff.
• May cover additional manager responsibilities, as necessary, in the manager’s absence, or should a vacancy occur.
• Demonstrate positive interactions with patients, families and staff creating a seamless environment that will model and create an optimum patient experience which will be a positive reflection on overall patient satisfaction.

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