Patient Representative - 3rd Shift

The Ohio State University Wexner Medical Center is a leading healthcare institution known for its commitment to excellence in patient care, education, and research. As one of the top academic medical centers in the United States, it combines innovative healthcare services with a patient- and family-centered approach to ensure the highest levels of comfort and satisfaction for its patients. The Medical Center is part of The Ohio State University, a major public research university that is dedicated to advancing knowledge and promoting holistic well-being through comprehensive medical services and community engagement. This hospital setting is dynamic and fast-paced, aiming to provide personalized care through collaboration among medical professionals, students, and support staff.

The Patient Experience Department at the University Hospital plays a critical role in shaping the overall experience of patients and their families. This department focuses on fostering a culture that places patient and family satisfaction at the core of its mission. It is responsible for executing initiatives that measure and improve the quality of patient engagement and address concerns effectively. The department covers multiple key functions, including patient relations, interpreter services, pastoral care, and the management of information desks. It ensures compliance with accreditation and regulatory standards linked to patient rights, ethics, and organizational policies.

The role of the Patient Representative on the 3rd Shift is vital in providing direct support, information, and guidance to patients, families, and visitors who utilize the University Hospital. The individual in this position acts as a bridge between the hospital environment and those it serves by overseeing the arrival and departure experiences, mediating concerns, and promoting a welcoming atmosphere. They use exceptional interpersonal and communication skills to anticipate needs, resolve conflicts, and maintain smooth visitor flow. This role demands sensitivity, empathy, and professionalism to uphold the hospital’s reputation and commitment to patient-centered care.

Specifically, the Patient Representative ensures that families and guests experience compassionate support and receive accurate information throughout their time at the hospital, particularly in Specialty Waiting areas and entrance zones. This position also involves collaborating with volunteers and other hospital services, supporting program development aimed at enhancing patient satisfaction, and utilizing software and policies for visitor management. The ideal candidate possesses strong conflict resolution skills, a customer service mindset, and a capability to engage effectively with a diverse population under sometimes stressful conditions.

Employment for this role is classified as a regular position with a full-time schedule typically involving 40 hours per week. The shifts vary, particularly accommodating late-night and early morning hours, such as Sunday to Thursday from 9:00 pm to 5:30 am, or alternate schedules on Tuesday through Saturday or Sunday through Thursday in overnight timeframes. The position offers an opportunity to work in a supportive, collaborative environment within a prestigious medical facility that values ongoing employee development and community contribution.