Patient Representative - 2nd Shift

The Ohio State University Wexner Medical Center, one of the leading healthcare institutions in the United States, is renowned for its comprehensive patient care, cutting-edge research, and commitment to excellence in medical education and community service. As a part of Ohio State University, the medical center blends academic expertise with advanced clinical services, ensuring patients receive high-quality, compassionate care in a welcoming environment. This prestigious establishment is committed to fostering a patient and family-centered culture that emphasizes empathy, communication, and responsiveness to the needs of each individual served.

Within this esteemed healthcare system, the Patient Experience Department plays a vital role in enhancing the overall patient journey. This department focuses on developing and implementing initiatives designed to evaluate and improve patient experience, including measurement and strategy planning, patient relations, interpreter services, pastoral care, and information desk services. A key aspect of the department's mission is to meet accreditation and regulatory standards related to patient rights, organizational ethics, and the resolution of patient concerns promptly and effectively.

The role of Patient Representative - 2nd Shift is an integral position within this department, tasked with providing personalized guidance and support to patients, families, and visitors throughout their time at University Hospital. This role ensures a positive patient and family experience by anticipating needs, addressing concerns, and overseeing the arrival and departure of guests with professionalism and care. The Patient Representative utilizes visitor management policies, software, and procedures to strengthen relationships between patients, families, volunteers, students, and hospital staff, thereby fostering an environment conducive to optimum patient satisfaction.

Committed to enhancing patient care quality, this position extends beyond basic customer service to providing family support, education, mediation, issue resolution, and project assistance, particularly within specialty waiting areas and main hospital entrances. By actively communicating updates and responding empathetically to family and visitor needs, the Patient Representative helps alleviate distress and confusion often associated with hospital visits, ensuring clear, timely, and compassionate information flow.

Key to fulfilling this role successfully is the use of strong interpersonal skills, diplomacy, and conflict management techniques. The Patient Representative is expected to apply service recovery strategies when appropriate and maintain close collaboration with volunteers and other hospital services. This position supports the development and coordination of programs that promote positive patient relations and satisfaction, including reinforcing outstanding customer service behaviors and First Impressions skills critical in healthcare environments.

Scheduled to work varied shifts, particularly Sunday, Monday, Thursday, and Friday from 1:30 pm to midnight, this full-time position requires a high school diploma or GED and at least one year of relevant customer service experience, with preference given to those with two to four years in similar roles. Candidates must demonstrate refined interpersonal, conflict resolution, problem-solving, and communication skills and show evidence of successful collaboration across diverse organizational teams.

In joining The Ohio State University Wexner Medical Center, employees benefit from a comprehensive package of health insurance options including dental and vision coverage that begin immediately, retirement plans with generous employer contributions, paid vacation and sick leave, disability coverage, parental leave, and access to loan forgiveness programs for public service workers. This role offers a rewarding opportunity to contribute meaningfully within a supportive, innovative, and inclusive healthcare community focused on delivering top-tier patient experiences.