Patient Representative | University Hospital - 3rd Shift

Position Overview

The Ohio State University Wexner Medical Center encompasses medical and surgical care areas where patients and their families receive specialized care and benefit from revolutionary research. As a Level 1 trauma and regional referral academic medical center, OSUWMC strives to provide the best care possible to critically ill patients.

This position is responsible for providing family support, education, mediation/issue resolution, project support, and patient information in the waiting areas/units to achieve optimal quality and communication. It supports the development, implementation, and coordination of programs and services that promote positive patient relations and satisfaction, including encouraging customer service behaviors and Service Plus skills.

Through personal interaction with families and visitors, collaboration with volunteers, and coordination with other OSUWMC services, the Patient Representative ensures that family and visitor needs for information, visitation, physical comfort, and emotional and spiritual support are met. The role involves responding to concerns with empathetic verbal communication, proactive customer service, and the use of interpersonal, diplomatic, and conflict management skills along with effective service recovery approaches.

Key Responsibilities

• Provide family support, education, and issue resolution in the waiting areas/units.
• Coordinate and support projects that enhance communication and patient care.
• Respond to family and visitor concerns with empathetic communication.
• Implement proactive customer service interventions by anticipating needs.
• Utilize interpersonal, diplomacy, and conflict management skills to resolve issues.

Required Qualifications

• Must be available to work Sunday to Thursday OR Tuesday to Saturday with variable shifts (e.g., 9:00 pm - 5:30 am, 10:00 pm - 6:30 am, 11:00 pm - 7:30 am, 12:00 am - 8:30 am, 3:30 am - 12:00 pm).
• Required HS Graduate or Equivalent.
• Minimum of 1 year of full-time employment experience in a clinical or critical care area.
• Demonstrated customer service skills and the ability to collaborate with a variety of individuals across the organization.
• Highly refined interpersonal skills, including conflict resolution, problem solving, program planning, and both written and verbal communication.

Preferred Qualifications

• Bachelor’s degree in a healthcare-related field, communication, social science, or a related field.
• 2-4 years of relevant experience.

Benefits & Perks

• 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.
• And much more!