Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Night Shifts
Benefits
retirement plans
Health Insurance
Dental Insurance
Vision Insurance
Prescription coverage
paid vacation leave
Paid sick leave
short-term disability
long-term disability
Paid parental leave
Public service loan forgiveness program
Job Description
The Ohio State University Wexner Medical Center is a premier healthcare institution known for its commitment to delivering high-quality, patient-centered care and leading medical research. As one of the nation's top academic medical centers, it integrates compassionate healthcare services with innovative research and education programs. The medical center prides itself on fostering a supportive environment for patients, families, and its dedicated staff, where cutting-edge treatments and compassionate care go hand in hand. Known for excellence in clinical services, education, and research, the Wexner Medical Center serves as a vital hub for health innovation and community service in the Columbus area and beyond.
The Supervisor, Patient and Family Relations role at The Ohio State University Wexner Medical Center offers a dynamic leadership opportunity that plays a pivotal role in shaping the patient experience from the very first point of contact. This position is integral to supporting the hospital's mission, vision, values, and strategic initiatives by overseeing front-line operations and promoting a culture of empathy and compassionate care. The supervisor is responsible for managing all aspects of the hospital’s information desks and wayfinding services, as well as overseeing patient information distribution and public waiting areas across multiple key locations, including Rhodes Hall, Doan Hall, Dodd Hall, 12th Avenue, and Ross Heart Hospital.
In this role, you will lead a front-line team focused on delivering personalized and positive interactions that reflect the patient and guest expectations of the Wexner Medical Center. You will ensure that the team complies with Joint Commission standards, CMS regulations, and organizational ethics while maintaining a strong emphasis on patient rights and the complaint resolution process. Collaboration with directors, managers, administrators, and medical staff is a key component, ensuring that differentiated, affordable, high-quality care is consistently provided in a patient-friendly environment.
The Supervisor, Patient and Family Relations also plays a critical role in resource planning, staff development, and operational oversight. This includes conducting annual appraisals, orienting new staff members, and occasionally stepping into managerial duties as necessary. This is a full-time, regular position that primarily operates during evening hours from Wednesday to Saturday, covering the third shift from 8:00 pm to 6:30 am. The position requires someone with supervisory experience, strong interpersonal skills, and the ability to manage complex patient relations situations effectively. This role not only ensures a seamless experience for patients and families through efficient operations and positive engagement but also contributes significantly to the overall patient satisfaction and reputation of the medical center.
The Supervisor, Patient and Family Relations role at The Ohio State University Wexner Medical Center offers a dynamic leadership opportunity that plays a pivotal role in shaping the patient experience from the very first point of contact. This position is integral to supporting the hospital's mission, vision, values, and strategic initiatives by overseeing front-line operations and promoting a culture of empathy and compassionate care. The supervisor is responsible for managing all aspects of the hospital’s information desks and wayfinding services, as well as overseeing patient information distribution and public waiting areas across multiple key locations, including Rhodes Hall, Doan Hall, Dodd Hall, 12th Avenue, and Ross Heart Hospital.
In this role, you will lead a front-line team focused on delivering personalized and positive interactions that reflect the patient and guest expectations of the Wexner Medical Center. You will ensure that the team complies with Joint Commission standards, CMS regulations, and organizational ethics while maintaining a strong emphasis on patient rights and the complaint resolution process. Collaboration with directors, managers, administrators, and medical staff is a key component, ensuring that differentiated, affordable, high-quality care is consistently provided in a patient-friendly environment.
The Supervisor, Patient and Family Relations also plays a critical role in resource planning, staff development, and operational oversight. This includes conducting annual appraisals, orienting new staff members, and occasionally stepping into managerial duties as necessary. This is a full-time, regular position that primarily operates during evening hours from Wednesday to Saturday, covering the third shift from 8:00 pm to 6:30 am. The position requires someone with supervisory experience, strong interpersonal skills, and the ability to manage complex patient relations situations effectively. This role not only ensures a seamless experience for patients and families through efficient operations and positive engagement but also contributes significantly to the overall patient satisfaction and reputation of the medical center.
Job Requirements
- Must be available to work Wednesday - Saturday from 8:00 pm - 6:30 am
- bachelor’s degree in healthcare or business communications or equivalent education and experience
- minimum three years supervisory experience in a relevant role
- four years experience in customer service or patient relations
- proficiency in PC and Microsoft Office
- strong interpersonal communication skills
- effective decision-making and leadership abilities
- organizational and service recovery skills
Job Qualifications
- Bachelor's degree in healthcare, business communications, or related field or equivalent experience
- minimum three years supervisory experience managing front-line staff
- four years experience in customer service or patient relations
- proficiency using PC and Microsoft Office software
- effective interpersonal and telephone communication skills
- strong decision-making and leadership capabilities
- skilled in service recovery and organizational management
Job Duties
- Oversee operations of all hospital first encounter points including information desk functions
- manage wayfinding services and patient information dissemination
- supervise public and patient waiting areas across various hospital locations
- develop and support a positive patient and guest experience through front-line team leadership
- ensure compliance with Joint Commission standards, patient rights, ethics, and CMS regulations
- collaborate with hospital leadership and medical staff to deliver high-quality, affordable, patient-centered care
- assist in resource planning, staff orientation, and conduct annual staff appraisals
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
Your Profile Is Visible To Hiring Managers Across OysterLink.
We'll match you with best jobs
Get job offers faster
Search For More Opportunities:
How Candidates Get Hired Faster
Apply to 2–3 similar roles
Complete profile & get best matches
Check new opportunities daily
